Returns and exchanges
The short version. You have 7 days from delivery to return or exchange anything unworn and in its original box. If something arrives damaged or is not what you ordered we cover it completely, including the delivery both ways, but we do need a continuous unboxing video to process that claim.
What you can return
Anything unworn, undamaged and still in its original box with the care card, within 7 days of the day it reached you.
If it arrives damaged or wrong
Film the parcel being opened. Start recording before you break the seal, keep it as one continuous take with no cuts, and make sure the sealed packet, the shipping label and the piece itself are all clearly visible.
Send that video to us within 48 hours of delivery with your order number. We will then replace the piece or refund you in full, and we pay the delivery both ways. You will not have to argue for it.
The unboxing video is required, not optional. Without one there is no way to tell whether a piece was damaged in transit or after it arrived, and we will not be able to accept the claim. A photo on its own is not enough. It takes thirty seconds and it is what lets us replace things free of charge for everyone who needs it.
What we cannot take back
- Earrings that have been worn. This is a hygiene rule and it applies everywhere that sells pierced jewellery.
- Pieces that have been worn, scratched, or damaged after delivery.
- Anything returned without its box and care card.
- Anything sent back after the return window has closed.
- Damage or wrong-item claims with no continuous unboxing video.
How to start a return
Message us on Instagram or through the contact page with your order number and what you would like to do. We will confirm the return address before you send anything. Please do not post a parcel back without telling us first, because we cannot trace it.
Who pays the delivery
- If the piece is damaged, faulty, or not what you ordered, we pay.
- If you changed your mind, you pay the cost of sending it back to us.
- The original delivery charge is not refunded on a change of mind.
Refunds
Once your return reaches us and we have checked it, we will refund you within 5 working days. Because most orders here are cash on delivery, refunds are sent by bank transfer, Easypaisa or JazzCash, whichever you prefer. We will ask you for the details at that point.
Exchanges
Exchanges depend on the piece being back in stock. Tell us what you would like instead and we will hold it for you if we have it. If we do not, we will refund you rather than making you wait.
Refusing a parcel at the door
If you no longer want an order, please cancel it by messaging us before it is dispatched. Refusing a cash on delivery parcel at the door costs us the delivery both ways. Doing it repeatedly may mean we ask for prepayment on future orders.
Nothing here affects your rights under Pakistani consumer law.