Returns, Refunds & Repairs

At ONE.Jewelry, every piece is handmade with care. We hope you love your jewelry, but if something isn't quite right, we're happy to help.

Returns

If you purchased your item online, you may notify us that you wish to return your order within 14 days of receiving it, without giving a reason.

After notifying us of your return, please send the item back within 14 days.

To start a return, please contact us with your order number. We will provide you with the return instructions.

Items should be returned in their original condition and, where possible, in their original packaging. You may inspect the jewelry as you would in a physical shop, but you may be responsible for any loss in value caused by handling beyond what is necessary to inspect the item.

Unless the item is faulty or we agree otherwise, the cost of returning the item is the customer's responsibility.

Items that cannot be returned

The right of withdrawal does not apply to jewelry that has been made to order according to your specifications or clearly personalized for you, where the applicable legal exception applies.

This does not affect your rights if an item is faulty, damaged or not as described.

Refunds

Once you notify us that you are withdrawing from your purchase, we will refund the payments due to you within the legally required period.

We may wait until we have received the returned item or you have provided proof that it has been sent back, whichever occurs first.

Refunds will be made using the original payment method, unless otherwise agreed.

Where required by law, the refund will also include the cost of the least expensive standard delivery option offered for your original order. Additional costs resulting from choosing a more expensive delivery method, such as express shipping, are not refundable.

Faulty or Damaged Items

If your jewelry arrives damaged, has a manufacturing defect, or does not match what you ordered, please contact us as soon as possible with:

• your order number;
• a brief description of the issue; and
• clear photos of the item.

We will assess the issue and arrange an appropriate solution, which may include repair, replacement, a price reduction or refund, depending on the circumstances and your applicable legal rights.

Your statutory consumer rights are not limited by our voluntary repair service below.

Our Repair Service

Because our jewelry is handmade, we would rather help you repair a piece you love than see it go unused.

In addition to your statutory rights, ONE.Jewelry offers a complimentary first repair within 3 months of purchase for eligible repair requests.

For damage caused by normal wear, accidental damage or improper care, we may still be able to repair your jewelry. Any repair fee will depend on the condition of the piece, the materials required and the work involved. We will let you know the cost before carrying out a paid repair.

For voluntary repairs that are not related to a legal claim for a faulty or non-conforming product, shipping costs may be the customer's responsibility. We will confirm this with you before you send the item.

Exchanges

We currently do not offer direct exchanges.

If you would like a different design, size or colour, you can return an eligible item in accordance with our return policy and place a new order.

Questions?

If you have any questions about a return, repair or your jewelry, please contact us -- onejewleryshop@gmail.com. We're always happy to take a look and find the most suitable solution.