Refund policy

 

At Sylvie Gianella Jewellery we have two separate polices within the store

1. Ready to Ship / 2. Customs & Made to order

Please refer to the section on the website your piece of jewellery is purchased from, anything that includes a personalisation, customisation or alteration of any kind comes under number 2 - a custom or made to order item.

 

1. Ready to Ship

Exchanges

If you would like to return an item we are happy to discuss an exchange up to 14 days from delivery of your order provided the item* is unworn, in perfect condition and in the original packaging. Please notify customercare@sylviegianella.com before sending the item back for exchange. You will be liable for all return postage costs. You then have a further 14 days to return the item from date of notification.

Returns

You have a right to return an item you are unhappy with for a full refund within 14 days of receiving your order provided the item is unworn, in perfect condition and in the original packaging, you then have an additional 14 days to return the item from the date of notification. Please notify customercare@sylviegianella.com before sending the item back for a refund. Please note Sylvie Gianella Jewellery does not refund postage and packaging charges, or any tax and duties payable outside of the EU.
In the interests of fraud prevention, your refund will be issued by the same method by which you paid within 10 days of receipt of the return.
2. Customs & Made to order
All items which are custom or made to order are considered final once you have confirmed your email with the studio, no refunds or exchanges can be made.
We make sure every piece is quality checked and lovingly packed on its way to you. Please note that lost wax casting is an absolutely unique process and there can be casting holes and markers marks, these are a beautiful part of this ancient technique and makes every piece a one off. 
However we do take into consideration faulty items.
If you believe your custom piece/s have arrived to your faulty, you must report it including photos within a 14 day period of delivery of your goods to customercare@sylviegianella.com
We can also resize (or possibly exchange) if the item does not fit as shown, described or agreed upon. Please contact us (preferably with photos so we can assess the situation) to customercare@sylviegianella.com to discuss resizing.
Please see our Jewellery care guide for best practices on looking after your special piece.