Made to order
Every piece is handmade after you place your order. Because of this, we do not accept returns or exchanges if you change your mind.
You can cancel your order free of charge within 24 hours. After that, production starts and the order cannot be cancelled.
Damaged or wrong item
Please record an unboxing video from the moment you open the package, without cuts. If your item arrives damaged, is not what you ordered or does not match the description on our website, contact us within 48 hours of delivery and send the video and photos.
After checking, we will offer a repair, a replacement or a refund. In these cases, we cover the shipping costs.
6-month warranty
Our warranty covers manufacturing defects for 6 months from the delivery date:
- Broken soldering, jump rings, pins or clasps caused by a manufacturing fault
- Stones falling out because of a setting fault
- Parts coming loose without impact or force
During the warranty, cleaning and polishing at our studio in Ho Chi Minh City are free (shipping not included).
Not covered
- Dents, scratches, bending, stretching or breakage caused by impact, pulling, snagging or pressure
- Damage from chemicals (perfume, chlorine, cleaning products)
- Stones lost because of external impact
- Items repaired or changed by another jeweler
- Lost items
We can still repair these items for a fee.
Handmade details
Small differences in shape, texture and finish, and natural variations in stone color and inclusions, are part of handmade jewelry. They are not defects. Our jeweler assesses whether an issue is a manufacturing defect. If you disagree, you can use the complaints procedure in our Terms & Conditions.
Warranty claims from abroad
Send us photos or a video of the problem. If we confirm a manufacturing defect, we will choose the best solution: repair or replacement, and we cover the shipping costs. If there is no manufacturing defect, shipping costs are paid by the customer.
Wrong size
If the size is wrong because of our mistake, we will remake or resize the item free of charge. If the size was chosen incorrectly, we can resize it for a fee plus shipping. Please check our Size Guide before ordering.
Refunds
If you cancel within 24 hours, or if we agree to a refund, we will return the full amount to your original payment method within 7 working days.
Contact
To make a request, write to us via Contact Us and include your order number. We reply within 24 hours and will let you know the next steps.
This policy does not affect your statutory rights.