Returns & Refunds
Thank you for choosing our jewellery! We want to ensure you have a positive experience, so please read our policy carefully.
Refunds:
We uphold a strict no-refund policy to maintain the quality and integrity of our handcrafted pieces. However, we understand that issues may arise, particularly for international orders. Refunds are only accepted in the following circumstance:
Damage During Shipment: If your item is damaged during transit, you are eligible for a refund. Please rest assured that all our products undergo thorough quality checks before shipping.
If you receive a damaged item, kindly reach out to us within 2 days of delivery at [contactdwj@jewelry.com] This allows us to address your concern promptly and efficiently.
International Refunds Will Not Be Issued In The Following Circumstances:
- If the delivery address provided is incorrect or outdated.
- If the address format is incorrect, including any type of PO Box address.
- Items damaged by the customer or returned in damaged condition.
- If the recipient rejects the package.
- If returned products show signs of use or damage.
- For minor variations in colour and design.
- If the jewellery item is not faulty or damaged.
Exchanges: For both in-person and online purchases, we offer a friendly 2-day exchange policy. If you wish to exchange your item for another of equal value, simply visit our home studio or contact us within 2 days of receiving your order.
Order Cancellations: If you wish to cancel your order, please notify us within 24 hours of placing it. We can accommodate cancellations only if your order has not yet been shipped. Unfortunately, we cannot accept cancellation requests after this 24-hour window. If you have any questions about a product before purchasing, feel free to email or chat with us!
Repairs: We offer a complimentary service to attempt repairs on any broken or tarnished DWJ pieces. We will do our best to restore your jewellery to its original condition. However, please note that we cannot issue refunds for items we are unable to repair. Wear and tear is a natural occurrence in both real and imitation jewellery.
Return Postage: At present, we are unable to provide free returns, and the cost of return postage will be the responsibility of the customer.
Important Notes About Our Pieces:
- Flexible Earring Stems: Our earring stems are made from a softer material to reduce the risk of snapping. If you notice a slight bend, rest assured this is a feature designed for added flexibility, not a sign of damage.
- Natural Variations: Our pieces are handmade using semi-precious stones, so natural markings in the stones are to be expected and are part of their delicate beauty. These unique characteristics enhance the charm of each item.
We’ve established these policies to ensure that every piece of jewellery you receive meets our high standards of quality and craftsmanship while also allowing you the flexibility to find the perfect fit.
Thank you for your understanding and support! We’re here to help if you have any questions.