This is an update of a previous review
This is an update of a previous review. Back in May 2026, I ordered a ‘Paris’ gold plated necklace as a gift. At checkout I was given options of chain length along with photographs of how each length would fall on the neck and chest. There was also a notation of the most popular length which was 18-20”. On paper the most popular length looked like the perfect fit so I ordered it. Delivery was within a week and what more could I ask for? The necklace was beautiful but the length was crazy. 18”-20” fell much longer than shown in photo. I immediately emailed customer care and for days we went back and forth. I explained their written return policy to them because they seemed not to know what that policy was and all I got back was 4 emails saying “no exchange”, the final one suggesting that I buy a warranty policy for $16.46 USD, then and only then, would they consider adjusting the size for no fee. Unfortunately, it was not until I wrote a review on Trustpilot that I was taken seriously and the problem resolved. I love the merchandise because it is truly a beautiful piece of (costume) jewelry, (I secretly wish that I had purchased the gold or silver because it’s so pretty). My only question is, “Why did they put me through countless emails and stress, when all they had to do was honor their own refund policy and either refund or replace the necklace? That said, I love the piece and would reorder from Theo Grace in a heartbeat.