If you are not satisfied with your order for any reason, you have 14 days from the day of delivery to return your order.
For us to be able to carry out the return requested, the item must be in perfect conditions, unworn or unused, with tags attached and in its original packaging. You’ll also need the receipt or proof of purchase.
If the items are received in poor conditions we won't be able to proceed with the return as requested.
To start a return, you can contact us at email@example.com. If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Due to hygiene concerns, we can't accept the return or exchange of earrings.
It is important to retain a proof of posting to ensure you can prove that the item has been returned.
If your order arrives damaged or faulty, please take photos or videos where we can see the fault of the product in question and email our customer service team via firstname.lastname@example.org with the details.
Failure to provide a photo of the defective/faulty item will result in the cancelation of the refund or exchange.
Tarnishing or discolouration due to chemical contact, perfumes, bleaching, heat exposure, general wear and tear is not a fault. Please see our jewellery care instructions on how to properly take care for your items.
If your piece is lost, stolen, damaged purposely or damaged via a third-party, we can't offer a refund or exchange.
It is the customer's responsibility to pay for the return postage and the original postage is non-refundable.
If you have damaged your items or they show signs of wear, we cannot accept a return.
- If your order is returned after the 14-day period has passed, we have the right to deny it and ship it back to you.
- Free items must be returned with your order. If not, any free items (as part of a qualifying purchase) granted at the time will be prorated and applied to the amount of refund.
- Please remember to keep your proof of postage receipt and keep hold of it until your refund has been received.
- We reserve the right to deduct the original postage cost from your refund if you no longer qualify for free shipping.
If you'd like to exchange your item for a different size or colour, please email email@example.com with your order number and specifics of your request. We will do our best to meet any requests (if submitted within 14 days), but stock availability cannot be guaranteed.
PROOF OF POSTAGE
A valid Proof of Postage must include:
- The date the item is shipped.
- Our address, showing at least the city & country or post code.
You can always contact us for any return question at firstname.lastname@example.org.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.