Should you at an unfortunate event received either the wrong and/or defective product, you have 5 working days upon receiving your order to lodge a report.
Note that exchanges are NOT allowed under the circumstances outlined below:
✗ Change of mind
✗ Late arrival of parcel due to delays on courier’s end
✗ Slight differences in shape, size, texture, colour for natural materials we use
✗ Any aspect of the item not suitable
✗ Wrong colour/size/length selected
Important: Exchange requests are subjected to the approval of our team. We reserve the right to duly reject requests for items that are a result of wear & tear and/or mishandling.
CRITERIA FOR EXCHANGES
✓ Applicable only for regular priced items. This does not include: Orders made with promotional codes, sale/flash sale items & custom designs.
✓ Item(s) must be returned in original condition. Unworn & unaltered, with jewellery tags & original packaging.
✓ Any issues regarding any aspect of your order must be raised within 5 working days of receiving your order. Reasons along the lines of “I just unboxed my parcel today” will be respectfully declined. We apologise in advance.
THE EXCHANGE PROCESS
- Contact us via email (firstname.lastname@example.org) within 5 working days of reported delivery.
- Include your order number, clear photos of item (if applicable) and/or simple explanation of the matter. Please note that we are happy to help, but also reserve the right to assess on a case by case basis, in line with our policies.
- After your request has been approved, please mail your item(s) back to us within 3 working days. The shipping fee for returned item will be borne by us only if it is an error on our part. We will reimburse maximum of RM 10 for West Malaysia & RM 6 for East Malaysia. Reimbursement will be provided upon provision of receipt.
- Upon receiving your item(s), kindly allow 4-6 working days for our team to process the exchange.
IMPORTANT TO NOTE
- Due to the handmade nature of our designs + incorporation of natural materials (especially pearls & stones), there will be slight variations in terms of colour, size, texture & shape as compared to the photos displayed. This disclaimer is made available on each product page. If you proceed to purchase, it is assumed that you have acknowledged this. Returns/exchanges/refunds are strictly not available under this circumstance.