We offer a 100% money back guarantee on all products that are defective, or damaged during shipping. Just send us a photo of the item and we will provide a replacement or refund as preferred.
- Your Order Number
Photos that show:
- Product fault as clearly as possible
- Full and clear photo of the defective item
- Any logo or label
There is no need to send your faulty item back to us; it could delay the resolution time.
If your item was damaged on delivery, please contact us within 5 days with photographic evidence so that we can organize a speedy solution.
We do not issue the refund if:
- Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address).
- You did not like the way your order turned out, even though you chose the design during checkout.
Cancelling an Order
If you request to cancel your custom order within 12 hours of placing it - we will gladly issue a full refund. Be sure to reach out to customer care if you have further questions or concerns.
Reorders and Replacements
- If you do not like the way your order turned out - we offer a reorder service for custom jewelry please email us for the reorder discount code.
- If your clothing item does not fit we offer a free replacement in another size.
- If the design you ordered was not the one you placed on our order form - and it was our mistake, we are happy to replace them for you free of charge.
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on our contact us page.
No Refunds for Custom Made Jewelry
Pierced earrings in the interest of hygiene reasons are non-refundable, and non exchangeable. Custom made earrings, necklaces, rings and bracelets are also made especially for you and non-refundable.
In case the custom name is not what you entered on our order form, we will happily reorder it for your with your desired custom name details at no extra cost to you.
Non Custom Made Items Refunds
- Please return item within 5 days of receiving it if you are not happy with it (see faulty item returns process below)
- Refund cannot be processed before the item is received back by us
- Pierced earrings are non refundable due to hygiene reasons
Follow these simple steps to register your return
- Go to your email and email us firstname.lastname@example.org
- Enter your order number (e.g. #1234) and shipping postal (zip) code OR email address.
- Please enter everything exactly as it appears on your order confirmation.
- Select which item(s) you are returning and why.
- We'll email you a returns label to print out and return to us for free.
What is Buyer Protection?
Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website.
If you do not receive your purchase within the stated Buyer Protection Delivery time of 60 days maximum, a full refund will be offered. Full refunds are not available if your order did not arrive due to factors within your control eg. you gave us the wrong address, you moved to a new address while your order was in transit, or exceptional circumstances outside our control because of natural disasters or Covid19 delays.
You are protected when:
- The item you ordered did not arrive within the time promised by us: 60 business days maximum
- The item you received was not as described
- The item you received was damaged in transit