A clear return process for eligible jewelry and practical guidance for custom pieces.
Explore the pageA change-of-mind return, a sizing exchange and a damaged or incorrectly supplied item need different handling. Read the product’s conditions before ordering and contact the studio before sending a parcel back. Any rights that apply under the law in your location are not removed by a store policy.
For the processing estimate, fees and conditions that apply to your order, check the product and checkout information or contact the studio before purchase.
| Item or circumstance | What to confirm |
|---|---|
| Standard, non-personalized item | Applicable request period, item condition, packaging requirements and who pays return shipping. |
| Wrong size or desired exchange | Whether the design can be exchanged or resized, the new size’s availability and any price or shipping difference. |
| Personalized, engraved or made-to-specification item | The item’s specific change-of-mind conditions and whether production has begun. |
| Damaged, defective or different from the order | Report the problem promptly. Do not treat it as an ordinary change-of-mind return or attempt a repair before review. |
| Gift purchase | Provide the order reference where possible; confirm who receives a refund and what information is needed. |
Check spelling, size and layout before approving a custom specification. A requested change after production starts may involve additional work or may not be possible; ask immediately rather than waiting for delivery.
Personalization does not by itself resolve a defect or a failure to match the approved order. If the finished item differs from what was agreed, send the specification and photos so support can assess it.
The applicable return terms should identify whether outbound shipping, return shipping or any agreed customization fee is refundable. Any refund is normally handled through the original payment route unless another arrangement is agreed. Your bank or payment provider can add its own processing time.
Do not send an item cash-on-delivery or to an unconfirmed address. Keep the case reference so the item can be matched to your request.
Contact us immediately. Availability depends on order status, customization approval and production progress; support will confirm the options.
Photograph the item and packaging, keep them and contact support. We will assess the issue and explain the available remedy.
It depends on the design, engraving position and material. Ask about the particular product; resizing may affect the personalization.
Please include the order number and item name. Wait for confirmed instructions before sending your parcel.
Contact the studio →