Policy
We exchange pieces with a manufacturing defect within 7 days of delivery. Please read the conditions below before requesting one — an unboxing video is required, and we cannot make an exception to that.
The window opens the day your order is marked delivered and closes 7 days later. You can see the exact date on the order itself under My orders. Requests raised after it closes cannot be accepted.
An exchange covers a fault in how the piece was made — a broken or missing stone, an open seam, a stitching fault, damaged fabric, or the wrong item sent.
It does not cover:
The same piece, in the same design and the same size. An exchange is a replacement, not a substitution — we do not swap to a different design, size, or colour, and an exchange is not a refund. If that piece is no longer in stock in your size, we will contact you to agree what happens next.
Record one continuous video that starts with the sealed parcel, shows the shipping label clearly, and runs without cuts until the piece is fully unwrapped and visible. This is what lets us tell a manufacturing fault from transit damage or a handling issue, so we cannot process an exchange without it. Please film every parcel as you open it — the video cannot be recreated afterwards, and a request without one will be declined.
Keep the piece unworn and unwashed, with its tags and packaging intact, until the request is decided.
