Exchange and Returns Policy
How long do I have to exchange or return an item?
- Exchange: within 3 calendar days of the date you receive your order.
- Return: within 24 hours of the date of receipt.
- The period is counted from the date recorded by the shipping company.
Conditions for Accepting an Exchange or Return
The item must be in its original condition, unused, free of scratches, and not chemically cleaned.
Include the original box, the invoice, the cards and labels, and any gifts or accessories that came with it (such as the gemstone certificate).
Pack the item securely when returning it so it is protected in transit.
Cases Not Eligible for Exchange or Return
- Earrings once the packaging has been opened (for hygiene reasons).
- Custom orders such as resizing, engraving, or made-to-order pieces.
- Items that have been resized or altered after purchase.
- Items damaged through misuse.
Fees and Shipping
- If the reason is on our side (a manufacturing defect, or the wrong model or size sent): we cover the full shipping cost both ways.
- If the reason is the customer’s own choice (an exchange or return because the item is no longer wanted): the customer covers shipping both ways along with any payment, transfer, or insurance fees.
- The original shipping fee is non-refundable unless the error was ours.
How to Submit an Exchange or Return Request
Contact us within the stated period via WhatsApp, phone, or email with your order number, the reason for the request, and photos of the item (if needed).
We send you the approval, a case number, and the shipping instructions or return waybill.
Send the item back in its original packaging with all accessories.
Once received, a quality inspection is carried out within 3–5 business days.
We process the exchange or issue the refund depending on your case.
Refund Method and Timeframe
- The amount is refunded to the original payment method within 3–7 business days once the inspection is complete (this may take longer depending on the issuing bank).
- Cash on delivery (COD) payments are refunded by bank transfer within 3–7 business days after inspection.
Notes
- Returned shipments will not be accepted without a case number and prior approval.
- If the item is damaged on its way back because it was not packed suitably, the request may be rejected or the cost of the damage deducted.
- The store reserves the right to reject any request that does not meet the terms above.
- For any enquiries, please contact us on WhatsApp at +966555123849
