Refund And Returns Policy
Refund and Returns Policy.
Order Processing: Upon receiving your order for custom products, we will begin the production process. Please allow us 3-4 weeks for production, as each item is uniquely crafted to your specifications.
Shipping: Once your product is ready, we will ship it to the address provided during the ordering process. Shipping times may vary depending on your location and chosen shipping method. You will receive a shipping confirmation email with tracking information as soon as your order is dispatched.
Delivery Times: Delivery times also depend on your location. While we strive to ensure timely delivery, please note that unforeseen circumstances (e.g., extreme weather conditions, shipping carrier delays, strikes) may occasionally affect delivery times.
Shipping Costs: Shipping costs will be calculated based on your location and the chosen shipping method. You will see the shipping cost at the checkout before completing your order.
Returns policy: Should you wish to return an item of jewellery, please contact us by email within 5 days of receiving your order so that we can arrange an exchange, gift voucher or refund. Please note that the purchase price is the amount you paid for the product and does not include any delivery costs. Should you wish to use our courier service, we are happy to assist you at an additional charge. Jewellery returned must be unworn, undamaged and in its original packaging.
Return Eligibility: We do not accept returns for custom products.
Exclusions: Please note that custom products that have been personalised or modified beyond our standard offerings may be eligible for returns or refunds if they were delivered in a damaged or defective condition.
Damaged or Defective Items: If you receive a custom product that is damaged or defective, please contact our customer support team as soon as possible. We will arrange for a replacement, and return shipping costs will be covered by us.
All other products:
Return Eligibility: We do accept returns for ready-to-wear products if they meet the following conditions:
The item is returned in its original packaging.
The return request is initiated within 30 days of receiving the product.
The item is in its original, unused condition.
Return Process: If you wish to return a custom product, please follow these steps:
Contact our customer support team at firstname.lastname@example.org or [customer support phone number] to initiate the return process.
Provide your order number and the reason for the return.
Pack the item securely in its original packaging, ensuring it is protected during transit.
Return Shipping: Customers are responsible for the cost of return shipping. We recommend using a trackable shipping method to ensure the safe return of your item. We will not be responsible for the item if lost in transit.
Inspection and Refund: Upon receiving your returned item, we will inspect it to ensure it meets our return eligibility criteria. Once the item is confirmed to be in its original condition and packaging, we will process your refund.
Refund Timeframe: Refunds will be processed within 3 to 7 business days after we receive and inspect the returned item. The refund will be issued in the original payment method used for the purchase.
Non-refundable products include: Personalised and custom-made jewellery as well as sale items
Damaged or Defective Items: If you receive a custom product that is damaged or defective, please contact our customer support team immediately. We will arrange for a replacement or refund, and return shipping costs will be covered by us.