Return & Refund Policy

About returns and exchanges

As all items are made to order and many of them are personalized, we do not accept returns/refunds or exchanges for items we fulfill.
If there's any problem with the order, you should contact our store's support and provide a photo showing the issue where possible. If there's damage or a defect with the item, the wrong item was recieved, or there was a mistake with engravings, you can file a Remake.

If the gift box was damaged, or a graphical necklace has a defective chain, you can send request to replace the broken accessory

We do not file remakes for issues relating to shipping, tracking, or delivery.

--------------------------------------------------------------------------------------------------------

Package protection and remakes (Application for jewelry).

If there are problems with orders, we can offer remakes under certain circumstances at our discretion.

Your orders must have Package Protection for items marked as delivered but reported missing.

If the order falls under the following, you may request a remake to be granted at our discretion:

1/ The item itself, an attachment, or the box arrived damaged or shouldn't of passed QA.

We will only resend the damaged parts of the order, except in cases were the item itself is damaged or poor quality.

For example if a chain or box is damaged, we would resend the chain or box on it's own. If a pendant itself is damaged or faulty, remaking the entire order is fine.

2/ The artwork received is incorrect, or the wrong item was received.

If a message card is wrong or damaged, we would resend the message card only. For products that may have been received with the wrong design or product, our Support Services must receive a video of the product and the package that the product was received in. If we do not receive this information, your request for a remake will be denied.

3/ The item has been stuck in transit for an unreasonable amount of time.

Additional Remake terms.

Terms apply to remakes, they are:

Damaged or poor QA:

Item must show as delivered.
Latest claim time is 15 days after delivery.

Lost or stuck in transit:

Orders that have had no movement 30 days (15 days if within the EU) from the date shipped, can be reviewed for a possible approval for a one time remake, by the discretion of Management.
Items in customs and showing as in clearance still need more time before deeming lost as customs can take a while in some countries.

Package protection.

In addition to our normal remakes policy, You can also pay for Package Protection for your orders.

Package Protection (PP) is an extension to our remakes policy, which also covers the allowance of a remake under the following circumstance:

The item is marked as delivered on tracking, but customer did not receive it

Typically, remake requests under this circumstance without PP would be denied. In addition, the following limitations apply:

PP covers a single replacement, not a refund.

Package Protection terms and discretion.

The following terms apply for package protection:

Earliest claim time is 2 business days after tracking shows delivered (to allow for carriers who occasionally mislabel shipments)
Latest claim time is 15 days from date delivered.