Return & Exchanges
Return & Exchanges
Are you looking to return or exchange an order?
Sometimes mistakes happen, sometimes the product isn't quite what you wanted and we understand that.
We do our very best to make sure you are happy with your experience
There are two categories for returns & exchanges:
-Small orders: below 50 grams
-Big orders: above 50 grams
Why do we separate the two?
Big orders become more complicated with import duties and other complications.
The easiest way to resolve your issue is to email us at firstname.lastname@example.org
We will be more than happy to walk you through the process.
Return & Exchanges of Small orders (below 50 grams):
What is a small order?
For example, an order of 5 pairs of earrings, each of different design.
1 x pair leaf design earrings
1 x pair shell design earrings
1 x pair spiral design earrings
1 x pair flower design earrings
1 x pair stud design earrings
Total: 5 pairs of earrings
Total weight is less than 50 grams
I want to return my small order, how do I get started?
The easiest way to start the process is to contact us at email@example.com
You have 30 days from the day you receive the items to start the return process.
We will issue a Return Authorisation Number (RAN) which you will have to include on the return package.
You must return the items in the same package and condition you received them including any invoice.
We will pay for shipping for you to return the items.
We will issue you a full refund after we have received the package evaluated the condition of the items and correctly identified that all items are returned.
I want to exchange my small order items for new ones, how do I get started?
The easiest way to get the exchange process started is to email us at firstname.lastname@example.org
You have 30 days from the day you receive your package to start the exchange process.
You must provide us with pictures and details of the defective items.
For example, the bracelet latch is broke. Send us a picture of the bracelet and the latch that is broken.
You must give us a clear list of all the items that you wish to exchange featuring SKU (product code) and quantity.
Example: 1 x ERL100
2 x BRL12
Once your items have been shipped back to us, we will ship you the new items.
We will cover the shipping costs of returning items to us and sending you new ones.
Return & Exchanges of Big orders (above 50 grams):
What is a big order?
Typically a big order contains multiple designs in large quantities.
50 x pair of spiral earrings
60 x flower toggle
80 x om charms
Total weight is above 50 grams
I wish to return my big order, how can I get the process started?
Big orders are more complicated to return for both you the customer and us the supplier.
That is why we will not accept the return of big orders.
But, your satisfaction is very important to us. We want to maintain a relationship that benefits us both.
The easiest way for us to resolve the situation is for you to email us at email@example.com
How will we resolve the issue?
We can credit your next order with us.
We can credit you for a partial refund.
We will evaluate each request as a case by case basis.
I wish to exchange my items for new ones, how can I get the process started?
This will depend on how many items you wish to exchange.
We work hard to ensure that you get the highest quality items. Although in the case that you receive
some defective items we will exchange them. The easiest way to resolve your
issue isto email us at firstname.lastname@example.org
To be eligible, your package/order must meet the following requirements:
• Returning items you wish to exchange do not exceed 50 grams.
• Items must be in the same conditions you received them.
• you will need to provide us with clear pictures of the defective items. (a sample is fine if multiple items have the same problem)
• You will need to provide the SKU and quantity of the items you wish to exchange
•We will cover the fees for you to ship your items back to us
•We will also cover the fees to ship you the new items.
If the items you wish to return exceed 50 grams:
Please email us at email@example.com so that we can find a solution that will satisfy both parties.