Natural variation
Gemstones are natural materials. Differences in color, texture, inclusions, size and shape between beads, and between your strand and its photograph, are normal and are not defects. Photographs are taken under daylight-balanced light without color correction, and screens vary.
When a return is accepted
- The strand received is significantly different from the confirmed order.
- The strand was damaged in transit.
- The wrong strand was shipped.
- You change your mind within 30 days and the strand is unaltered: not cut, restrung or worn, and in its original packaging.
What cannot be returned
- Strands that have been cut, restrung, worn or damaged after delivery.
- Custom orders and specially matched sets.
- Bulk or wholesale orders, unless agreed in writing beforehand.
How to start a return
Message us within 30 days of delivery with your order details and a short description of the issue. For damaged or incorrect items please include photographs. Once approved, we send return instructions. Return shipping is paid by the customer unless the return is our error; please use a tracked service.
Inspection and resolution
When the strand arrives back we inspect it against the conditions above. Approved returns are resolved by replacement, store credit or refund, whichever fits the situation.
Refunds
Refunds go back to the original payment method unless agreed otherwise. Timing depends on your bank or card provider. Shipping charges, customs duties and other fees are refunded only when the return is due to our mistake.
Exchanges
Exchanges depend on availability and on approval of the original return. Tell us what you would like instead and we will confirm before anything ships.
Cancellations
Orders can be cancelled before they are packed. Once a parcel has shipped, it follows the return process instead.