My Item Is Faulty, How Do I Return It?Updated an hour ago
We're very sorry to hear you have experienced an issue with your item!
You can view our Warranty Policy here
How to get started
You can submit a Return Request directly through our online Returns Portal under our one-year Warranty Policy for manufacturing defects.
You do not need to contact our Customer Connection Team via email or WhatsApp to begin this process.
When submitting your request, please include a clear photo of the issue along with a brief description so our Team can review your case efficiently.
Once your request has been submitted, our Customer Connection Team will assess whether the issue falls within the scope of our warranty policy.
You can expect an update on the approval of your return request within 24-48 hours.
For all other returns, you can continue to use our Returns Portal as usual within our 28 day returns window.
Once we receive your return
Once your return has been received by our warehouse, it can take up to 7- 14 business days to process your refund, gift card refund or exchange You’ll get an email notification as soon as it's been completed.
Prefer to return In-Store?
You’re more than welcome to return or exchange items at any of our standalone boutiques, just pop in with your item and order number.
Find your nearest store here 🛍️
Please note
Online orders and orders placed in standalone boutiques cannot be returned to concession stores.
Orders purchased at concession stores can be taken to a standalone boutique only for an exchange or gift card refund.
Refunds for concession purchases can only be processed by the concession where the order was purchased with the original receipt.
A few final notes 💌
Returning part of an order that included a gift with purchase? If requesting a refund, you’ll need to return the gift too if your remaining order no longer meets the minimum spend.
Please include the dispatch note in your return parcel Can’t find it? No problem, just include a little note with your order number inside instead.
In order to receive a refund, exchange or gift card refund, all faulty items are required to be returned to us.
❓Got a question or need a hand? Our lovely Team is always here to help at [email protected] 💕
❓Having trouble with your earrings clasp? Please see this article for some helpful advice 👉 Earring Clasp Adjustment