REFUND POLICY


RETURNS, CANCELLATIONS & INTERNATIONAL ORDERS

Each of our pieces is made to order specifically for you. Production begins after your order is confirmed, based on the specifications selected at the time of purchase, including your chosen size, stones and other available options.

Because of the made-to-order and customised nature of our jewelry, please review your order carefully before completing your purchase.


CANCELLATIONS & CHANGE OF MIND

Once an order has been confirmed and production has begun, it cannot be cancelled, changed, returned or refunded due to a change of mind.

Our pieces are produced specifically according to the selections made by each customer, including size and stones, and we incur the production costs for your piece when your order is placed.

Where applicable, made-to-order goods produced according to a customer's specifications are excluded from the statutory right of withdrawal under Article 16(c) of the EU Consumer Rights Directive.

Nothing in this policy limits any mandatory consumer rights that apply to defective, damaged or incorrectly supplied goods.


RETURNS

We do not accept returns or exchanges for correctly produced made-to-order pieces, including where:

  • you change your mind after placing the order;

  • you selected the incorrect size, stone or other available option;

  • you no longer want the piece;

  • you refuse delivery;

  • you are unavailable to receive or collect the shipment;

  • you provided an incorrect or incomplete delivery address;

  • the shipment cannot be delivered because of information or action required from you; or

  • an international shipment cannot be cleared through customs because you do not complete the required import formalities.

This does not affect your rights where an item is defective, damaged, or materially different from what you ordered.


INTERNATIONAL ORDERS, CUSTOMS & IMPORT REQUIREMENTS

Customers ordering from outside the country of dispatch are responsible for complying with the customs and import requirements of their destination country.

Depending on your country and the value or nature of your order, the carrier, customs authority or customs broker may require additional information from you before the shipment can be released. This may include your tax identification number, importer identification number, proof of identity or other information required by local authorities.

This information may be requested directly by the carrier, customs broker or relevant authority and does not necessarily need to be provided to us.

By placing an international order, you agree to cooperate with all reasonable customs and import requirements necessary for your shipment to enter your country.

A customer's refusal or failure to provide information required for customs clearance does not constitute a failure by us to fulfil the order and does not create a right to cancellation or a full refund.


DUTIES, TAXES & IMPORT FEES

Unless expressly stated otherwise at checkout, the customer is responsible for any import duties, customs charges, local taxes, brokerage charges or other fees imposed by the destination country in connection with the importation of the order.

These charges are determined by local authorities and/or the carrier and are outside our control.

Refusing to pay applicable duties, taxes or import charges does not constitute grounds for cancellation or a full refund.


REFUSED, UNCLAIMED & UNDELIVERABLE SHIPMENTS

If a shipment is refused, left unclaimed, cannot be delivered because of incorrect or incomplete information supplied by the customer, or cannot clear customs because the customer fails or refuses to complete the required import procedures, the order will not automatically be refunded.

Where possible, the carrier may return the shipment to our atelier or another designated return location. Any costs arising from the failed delivery or return — including shipping, return shipping, customs charges, duties, brokerage fees, storage charges and other associated costs — may be deducted from any amount that may be refundable.

Because our jewelry is made to order according to the customer's selected specifications and production costs have already been incurred, the original production cost of the piece may also be non-refundable where permitted by applicable law.

We cannot guarantee that a refused or unclaimed international shipment will be returned to us. If a shipment is abandoned, destroyed, seized or otherwise not returned as a consequence of the customer's failure to complete the required import or delivery procedures, we cannot provide a refund except where required by applicable law.


DELIVERY

We work with trusted international carriers and take reasonable steps to ensure that orders are correctly prepared and dispatched.

Once an order has been dispatched, customers are responsible for cooperating with the carrier and providing any information reasonably required to complete delivery.

Delays caused by customs processing, local authorities, incomplete customer information or other circumstances outside our reasonable control do not in themselves create a right to cancellation or refund.

Nothing in this section excludes our responsibility where loss, non-delivery or another delivery failure is legally our responsibility under applicable consumer law.


DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If your piece arrives damaged, has a manufacturing defect, or does not correspond to the specifications confirmed in your order, please contact us as soon as reasonably possible after receiving it.

Please include your order number, a description of the issue and clear photographs where appropriate so that we can assess the matter.

Where the item is defective, damaged or incorrectly supplied, we will provide the remedy required under applicable consumer law, which may include repair, replacement or refund depending on the circumstances.

Normal wear and tear, accidental damage, improper use or damage occurring after delivery is not considered a manufacturing defect.


YOUR ORDER SPECIFICATIONS

It is your responsibility to review the specifications of your piece before placing your order, including size, stone selection, delivery address and any other options selected.

We manufacture your piece according to the selections submitted with your order. We cannot be responsible for an incorrect size, stone or other option selected by the customer.

If you notice an error immediately after placing your order, please contact us as soon as possible. We will try to accommodate changes where production has not yet begun, but we cannot guarantee that changes will be possible.


MANDATORY CONSUMER RIGHTS

Nothing in this Returns, Cancellations & International Orders Policy is intended to exclude or restrict rights that cannot legally be excluded or restricted under applicable consumer protection law.

Where mandatory consumer protection laws applicable to you provide rights beyond those described in this policy, those mandatory rights will apply.