Replacement Policy

What we replace

We replace an item if it reaches you damaged, if the wrong item was sent, or if part of your order is missing from the parcel.

A replacement is sent for the same item. We do not offer refunds, store credit, or exchanges for a different product.

The unboxing video is mandatory

A continuous, unedited video of the parcel being opened is required for every replacement claim. Without it we are unable to process the request — this is the only way we can tell a transit issue apart from later damage, and it is what allows us to claim against the courier.

The video must start before the packaging is cut or torn, show the sealed parcel and the shipping label clearly, and continue without pause until the item is fully unwrapped and visible.

Please do not stop and restart the recording. A video that begins with the parcel already open cannot be accepted.

How to raise a claim

Write to us within 48 hours of delivery with your order number and the unboxing video attached, or share it on WhatsApp using the number in the footer.

We respond within 2 working days. If the claim is approved, the replacement is dispatched at our cost and you do not pay shipping again.

What is not covered

Change of mind, a piece not suiting your outfit, or ordering the wrong item are not covered.

Normal variation in handwork — small differences in stone placement, plating tone or finish between two pieces of the same design — is a characteristic of hand-finished jewellery and is not a defect.

Damage from wear, moisture, perfume or storage after delivery is not covered.