Received Item Issues

We are sorry to hear that your order is faulty!

We are happy to assist you with any issues, but first our customer care team are obliged to receive a picture from you in order to proceed with a reorder for a replacement item.

Please contact our Customer Care Team with:

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

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

                  

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

It is required to send a picture of the faulty 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.

Your replacement item will be shipped within the time frame for the standard shipping method, that will be active on site at the time you contact us.

 

 

We want to assist you and send out a new chain to you!

Please contact our Customer Care Team with:

• Your Order ID number
• A picture of the damaged chain
• A description of the damage
• The chain size you want

When contacting us, please select the option shown below:

                  

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

We'll get back to you as soon as we can, and depending on whether you have warranty,we will offer a replacement chain which can be easily reattached with a pair of pliers, or by your local jeweler.
Your replacement chain will be shipped within the time frame for the standard shipping method, that will be active on site at the time you contact us.

Cancellation & Changes

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

• What is the cancellation time frame? Since each item is uniquely made for our customers and 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 may be charged. To cancel your order, please contact our customer care team  here. Cancellation is only possible before item has shipped.
• How can I make a change in my order? We all change our minds, if you wish to change something in your order before it has shipped, please contact us and we will gladly make the desired change. There is no need to cancel your order and place a new one.

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.

Returns & Exchanges

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

• Exchanges: You must return your original item before we are able to send your new item to production.
• 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.
• Refunds: Personalized and Final Sale items are eligible for a partial refund and are subject to 30% Restocking Fee. Refund can only be processed within 30 days of delivery

Faulty Item

If you think that the item you received is faulty or incomplete, please  contact us immediately.

• Please visit our ‘Contact Us’ page, select ‘Inquire about received order’ and proceed the relevant category from the dropdown menu (My item is damaged, There is a mistake in my order/Something is missing, etc.).
• Attach a clear image of the faulty item and describe the matter.
• Once a customer care representative has received a clear picture and approved your claim, you will be offered a free reorder, if the item is within warranty.
• Refund can only be processed 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 Care 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 Care Team for further instructions.

Did you misjudge your ring size? No problem! You have 100 days from delivery to get your ring resized for FREE! Please consult our Ring size guide to determine your correct size, then contact our Customer Care Team to coordinate sending your ring back for adjustments.

Please select the option shown below:

           

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 Care 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 Care 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 sorry to hear that your order is not to your taste.

We are happy to offer you to exchange the item for another, but first our customer care team request to receive a picture from you 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:

           

As of April 1st, 2022, all materials (gold, diamond pieces, silver, gold plated, and rose gold plated items) include a 1 year warranty. Any damage that occurs during this year will be covered.