What the Warranty Covers

Our warranty covers problems that come from how the jewellery was made, not from how it was worn. This includes:

• Clasps, chains, or earring posts that break due to a production issue
• Stones that fall out because the setting wasn't strong enough
• Ring bands or charms that crack at a weak solder point

If we confirm it's a manufacturing issue, we will repair the item, replace it with the same model, or issue store credit if it's no longer available.

What the Warranty Does Not Cover

The warranty does not cover normal aging, accidents, or improper use. This includes:

• Regular wear and tear, like small scratches or natural tarnish
• Fading of gold or rhodium plating over time
• Damage from water, perfumes, sweat, or cleaning chemicals
• Jewelry that was bent, pulled, or broken by accident
• Items that were repaired or resized by another jeweller
• Lost or stolen pieces

These are all common exclusions across most jewellery brands.

Tarnish and Fading of Plating

Storing silver may tarnish over time, and plated finishes like gold vermeil or rhodium can wear off with regular use. This is natural and depends on how the jewellery is worn and stored. Because of this, tarnish or faded plating is not covered by the warranty.

Missing Stones or Broken Chains

If a stone falls out or a chain breaks because of a defect, it is covered. But if it breaks due to force (like pulling or hitting it against something), it won't be covered. If you're unsure, contact us, and we'll check it carefully and let you know.

Repairs After the Warranty Ends

Even if your warranty has expired or the damage isn't covered, we still want to help. You can request a paid repair service, which may include:

• Re-plating gold or rhodium
• Replacing a missing stone
• Fixing a broken clasp or chain
• Polishing deep scratches

Shipping to us is at your cost, but we'll do our best to keep repair prices fair after we received your request repair documents so you can keep enjoying your jewellery.

Warranty Coverage for International Customers

Yes, our warranty is available worldwide. No matter where you are, you can contact us for help. In some countries, you may need to ship the item back to us or to a local service partner. For international claims, return shipping might be paid by the customer, but in some cases, we can offer store credit to help with those costs.

How to Submit a Warranty Claim

If you believe your item is covered under warranty, follow the steps below:

1. Submit a Request
   • Use our chat system
   • Select "VIP Membership" ➔ choose "Jewelry Warranty Coverage"
   • Provide the required information through the follow-up prompts
2. Provide Key Details
   • Proof of Purchase: Order number
   • Select the Issue: Options message description (e.g., "Broken clasp, chain, or post", "Stone fell out" or "Cracked band or charm"
   • Photos: A clear close-up of the defect or damage
   • Contact & Shipping Info: Your current delivery address and contact email (especially if different from original order)
3. Approval & Instructions
   Once we review your claim:
   • If eligible, we'll send you our return address via email
   • You'll be asked to ship the item back using your local postal service
   • Track the shipment and share your tracking details via reply email
4. Confirmation Requirements
   Please reply to our warranty confirmation email with:
   • A clear photo of the return tracking label
   • A photo/scan of the postal receipt showing shipping cost
   • Your IBAN if you're original payment method is facing troubles. (If reimbursement is applicable)

Warranty Processing & Resolution

Once we receive your item:

• Please allow 7-10 business days (up to 15 in rare cases) for inspection
• Our team will assess the claim and proceed accordingly

If Your Warranty Claim is Approved:

• Repair: If the item can be fixed, we'll repair and return it
• Replacement: If unrepairable and in stock, we'll send a new item
• Store Credit: If out of stock, we'll issue a credit for the original product value
• Free Return Shipping: All return shipments from us to you are free

Warranty claims typically take 2-4 weeks total, depending on your location. We'll keep you updated throughout the process.