Received Item Issues

We are sorry to hear that your order is damaged!

We are happy to assist you with any issues, but first our customer service team are obliged to receive a picture from you in order to help you.

Please contact our Customer Service Team with:

• Your Order ID number
• A picture of the damaged item
• The item's name and item ID

When contacting us, please select one of the options shown below:

                  

Please select the correct damaged part of your necklace so that we can treat your specific problem.

It is required to send a picture of the damaged item for us to determine how to proceed.

We'll get back to you as soon as we can to offer a replacement item according to our warranty policy.
Please note to check your email to see if you've received a response from us within a few hours.

Cancellation & Changes

Production of your item will begin immediately after we have processed your order.

• What is the cancellation time frame? we start production straight away, please let us know up to 2 hours after placing your order that you want to cancel it. Please be advised that after 2 hours, a 30% restocking fee will be charged.
• To cancel your order, please contact our customer care team here.
• How can I make a change in my order? We all change our minds, if you decide you would like to change your order wish to change something in your order before it has shipped, you do not need to cancel your ordder and place a new one. Please contact us and we will gladly assist you.

Refund

How do I get a refund? If you are eligible for a refund, it will be issued to the account you used to make your purchase. Once your refund is processed, it may take up to 7 business days to appear on your account. Refund can only be processed within 30 days of delivery.

To receive a refund for an item you have already received, you will need to return the item and any free gifts you received with it before we can process your refund.

Returns & Exchanges

If you are not 100 % satisfied with your product, we will be happy to exchange it for something else within 60 days of purchase.

• Exchanges: You must return your original item before we are able to send your new item.
• Please let us know before doing so and send a clear picture of the item.
• If the new item you have chosen has a different monetary value than your original item, you will be sent either a money order or refund, whichever is appropriate.
• Refund: Returns of personalized and Final Sale items are eligible for a partial refund and are subject to 30% Restocking Fee. Refund is only available within 30 days of delivery.

Damaged Item

If your item has arrived damaged or incomplete, please contact us immediately.

• You will need to send a clear image of the damaged item to a customer service representative.
• Once a customer service representative has received a clear picture and approved the claim, you will be offered a reorder, free of charge if the item is within warranty.
• Refund is only available within 30 days of delivery.

If the chain length you received is different to the one you ordered, we’ll gladly send you a new chain which you can easily replace by yourself with a set of pliers.

If you ordered the wrong chain length and would prefer a new chain, please contact our Customer Service Team and we’ll gladly ship a new chain to you, at no extra charge.

 

Gold

If your chain is solid gold please consult our Customer Service Team for further instructions.

Did you misjudge your ring size? No problem! You have 60 days from delivery to get your ring resized for FREE!Please consult our Ring fit guide to determine your correct size, then contact our Customer Care Team to coordinate sending your ring back for adjustments.

If you receive a wrong item in your order, please let us know as soon as possible so that we can sort it out straight away.

Start by checking your order details to ensure that the order was placed correctly with the personalization that you chose. Then contact our Customer Service Team with your order number and a photo of the incorrect item. We’ll send you a replacement as quickly as we can.

We're sorry to hear that an item is missing!

We ask that you please check your Order Confirmation to make sure that the details are correct and as you ordered.

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. If your order has been sent in different parcels, each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.

If an item is missing, please contact our Customer Service Team with your order number, the name of the missing item, and a link to the item webpage if you have it. We will resolve this issue for you as quickly as we can.

We are happy to offer you to exchange the item for another, but first kindly send us a picture of the item you’ve received in order to make sure the item matches our quality standards, and that the details are as described on site.

When contacting us, please make sure to include the following details so that we can assist you in the best possible way:

• Your Order ID number
• A picture of the item you received
• Feedback on the item
• Link to the item that you would like to exchange to

Please select the option shown below on the contact us form:

           

If the mistake is ours, we are happy to rectify our mistake and to offer a free replacement item for you with the correct inscription.
When contacting us, please make sure to add the following details so that we can assist you in the best possible way:

• Your Order ID number 
• A picture of the item you received
• The correct inscription

Please select the option shown below on the contact us form:

           

All items are covered with a 24 months period. Any damage during this time will be covered.

our jewelry is made of high-quality materials and stones.All items are covered by a 24-month warranty, which means we’ll replace or fix any damaged item within 24 months of the time of purchase. All items must be returned before the new item can be reproduced.

THIS WARRANTY DOES NOT COVER:

• Damage, accidental or otherwise, not caused by defect of material or workmanship.
• Damage due to daily wear and tear, scratches, and damage of any accessory-part.
• Water damage to a product not marked “water resistant”.
• Lost or stolen items.

Please contact our Customer Care Team if you have experienced any defect to your item that is covered by our warranty. Please send us your purchase receipt to validate this warranty along with a clear image of the damaged item.

5-Years Extended Solid Gold & Diamond Warranty

You may extend your free 2-year warranty to five years for extra peace of mind. The extended warranty can be purchased when you select your item in the product page.

*This option is applicable for Solid Gold and/or Diamond products only.