Refund policy

100-Day Returns and Exchange Policy

We want you to love every piece you receive from us. If something does not feel right, you can return your piece within 100 days of delivery. Please take a moment to read through our policy so you know exactly what to expect. 

Before Anything Else

Every order goes through a thorough quality check before it leaves us. We inspect each piece carefully so that what reaches you is exactly as it should be. That said, we understand that sometimes things do not go as planned, and we are always here to help when that happens. 

What You Can Return or Exchange

We accept returns and exchanges in the following situations:

  • You are not satisfied with your purchase. You can request a return within 100 days of delivery, as long as the piece is unused, unworn, and in its original condition with all packaging and tags intact.
  • You received a damaged or defective piece. If your order arrived broken, chipped, or with a manufacturing defect, please reach out to us within 48 hours of delivery with photos of the item and packaging. We will sort it out for you as quickly as possible.
  • You received the wrong item. If what arrived is not what you ordered, contact us right away, and we will arrange for the correct piece to be sent to you at no extra cost.

What Cannot Be Returned or Exchanged

We are not able to accept returns or exchanges in the following cases:

  • Engraved or personalised pieces made specifically for you
  • Hygiene-sensitive items such as nose pins and similar pieces
  • Items that have been worn, used, or altered in any way
  • Items that are not in their original packaging or are missing tags
  • Requests made after the 100-day return window have passed
  • Sale or clearance items, unless they arrive damaged or defective

How to Initiate a Return or Exchange

Getting the process started is simple. Just reach out to us within the eligible time period and share:

  • Your order number
  • A brief reason for the return or exchange
  • Clear opening video and photos of the item and packaging (especially if damaged)

Once we receive your request, our team will review it and get back to you within 1 to 2 working days with the next steps.

The Pickup Process

In most cases, we will arrange for the item to be picked up from your address. Please make sure the piece is packed securely in its original packaging before the pickup. If pickup is not available at your location, we will guide you on how to self-ship the item back to us and ensure you are reimbursed for the shipping cost.

Refunds

Once we receive the returned item and it passes our quality check, we will process your refund or exchange within 5 to 7 working days. Refunds are issued to the original payment method used at the time of purchase. If the item was purchased with store credit, the refund will be issued as store credit. 

Exchanges

If you would like to exchange your piece for a different one, we are happy to help. If the new item is of a higher value, you will be asked to pay the difference. If it is of a lower value, the remaining amount will be issued to you as store credit for a future purchase. Exchanges are subject to availability. If the exact item you want is not available, our team will help you find the closest alternative or process a refund.

A Few Things Worth Knowing

  • Please do not send items back without contacting us first
  • Returns sent without confirmation may not be processed
  • Items must reach us in the same condition they were delivered
  • Any damage during return shipping due to poor packaging may affect eligibility

Contact Us

If you have any questions about a return, exchange, or your order in general, please do not hesitate to get in touch. We are happy to help.

Fortune Jewellery · Crafted with Care