Returns, Refunds & Exchanges

At JewFashion, we want you to feel confident about every piece you choose. If your purchase is not right for you, eligible items can be returned or exchanged under the conditions below.

Return & Exchange Window

For returns under our voluntary policy, please contact us within 7 days of delivery to request a return or exchange. Approved items must be shipped back within 30 days of the original delivery date.

The 30-day period starts when your order is delivered, not when your return is approved.

These conditions apply to our voluntary return service. They do not shorten any cancellation period or other rights available under applicable consumer law.

Return Conditions

Items returned under our voluntary policy must be new, unworn, unused, and unaltered, without scratches, damage.

Please return items in their original packaging, including any jewelry box or pouch, cards, protective materials, and tags. Include any complimentary gifts associated with the returned purchase, where applicable.

Contact our Customer Care team before sending your return so we can provide instructions and the correct return address. This process does not make a valid statutory cancellation dependent on our approval.

How to Return an Item

1. Contact us

Email service@jewfashion.com with your order number, the items you wish to return, and whether you would prefer a refund, exchange, or store credit. Please tell us the reason for your request to help us assist you; no reason is required where you are exercising a statutory right to cancel.

2. Receive return instructions

Our team will confirm the applicable return options and provide the return address and packing instructions.

3. Pack and ship

Pack the items securely and include your order number, name, and email address. We recommend a tracked shipping service and insurance where appropriate.

4. Keep your shipping details

Send us the tracking number and retain your proof of postage until your return has been completed.

Please do not return items to the address on the original parcel or to our business address unless our team specifically instructs you to do so.

Refunds to Your Original Payment Method

Under our voluntary policy, eligible full-priced items and items purchased with a discount of 20% or less may be returned for a refund to the original payment method.

Refunds are based on the amount actually paid for the returned items after applicable discounts, rather than their original retail prices.

After receiving your return, we will inspect the items and notify you of the outcome. Please allow 10–14 business days for inspection and processing, unless applicable law requires an earlier refund.

Your bank or payment provider may require additional time to display the refund in your account.

Original shipping charges are not refundable for voluntary change-of-mind returns, except where required by law. Return shipping is your responsibility unless the item is confirmed to be faulty, damaged on arrival, or incorrectly sent, or we have agreed to provide a prepaid label.

Store Credit

For eligible full-priced items and items purchased with a discount of 20% or less, you may choose a JewFashion store credit voucher worth 120% of the amount paid for the returned items, instead of a refund to your original payment method.

For example, an eligible returned item purchased for $50 may qualify for $60 in store credit.

A prepaid return label may be available for eligible store-credit returns. Our team will confirm availability before you send your items back.

The 120% offer does not automatically apply to items discounted by more than 20%. Store credit and gift cards are not redeemable for cash, except where required by law. Store credit will not replace a legally required monetary refund without your agreement.

Exchanges

Eligible items may be exchanged for another available item, size, or style.

For voluntary exchanges, contact us within 7 days of delivery and ship approved items back within 30 days of delivery. The same condition and packaging requirements apply.

Our team will confirm stock availability, any price difference, and applicable shipping arrangements before you proceed.

Sale & Promotional Purchases

Under our voluntary policy, items purchased with a discount of more than 20% are eligible for store credit or exchange only, provided they meet the return conditions.

Items clearly marked Final Sale are excluded from voluntary returns and exchanges.

For multi-item promotions, including Buy 2, Get 1 FREE, contact us before returning part of an order. We will explain how the original promotional discount affects the value of the return and whether associated gifts must be included. A free item has no separate cash refund value.

These restrictions do not remove any applicable statutory cancellation rights or rights concerning faulty, damaged, or incorrectly supplied goods.

Earrings & Pierced Jewelry

For hygiene reasons, earrings and other pierced jewelry are excluded from voluntary returns or exchanges once their hygiene seal, protective packaging, or tamper-evident label has been opened or removed.

Any statutory hygiene exception applies only where its legal requirements are met. Opening ordinary packaging does not automatically remove statutory rights.

This restriction does not affect your rights if an item is faulty, damaged on arrival, or incorrectly sent.

Personalized & Custom-Made Jewelry

Personalized, engraved, custom-letter, made-to-order, and other customized jewelry are excluded from our voluntary change-of-mind returns.

If an item arrives damaged, defective, or different from the confirmed order details, contact us for assistance.

Any exception to statutory cancellation rights applies only where the item meets the legal requirements for that exception. An item is not automatically exempt simply because it is described as “made to order.”

Faulty, Damaged, or Incorrect Items

Please inspect your order on arrival. If something is damaged, faulty, or incorrect, email service@jewfashion.com as soon as possible, preferably within 7 days of delivery.

Include your order number, a description of the issue, and clear photos or videos of the item and packaging where available.

The 7-day reporting request helps us investigate promptly; it does not limit applicable legal rights or exclude defects discovered later.

Once the issue is assessed, we will arrange an appropriate remedy, such as repair, replacement, or refund, in accordance with applicable law. Store credit is available if you choose and agree to it.

We cover the necessary return shipping costs for items confirmed to be faulty, damaged on arrival, or incorrectly sent. Please contact us before arranging shipment.

Return Shipping

For voluntary change-of-mind returns, customers pay return shipping unless our team confirms a prepaid label.

Pack your jewelry securely. If you arrange your own shipping, keep tracking and proof of postage so any transit issue can be investigated with the carrier. Responsibility for loss or damage will be determined under applicable law and the shipping arrangements.

Returns sent to an unconfirmed address may be delayed or may not reach our returns team. Follow the instructions provided, including any customs declaration guidance, and declare the contents accurately.

Your Statutory Rights

This policy provides a voluntary return service in addition to your mandatory consumer rights.

Where applicable law grants a right to cancel an online purchase, the legal cancellation period, return deadline, refund method, and refund timing take priority over conflicting terms in this policy.

For example, eligible UK consumers generally have 14 days after delivery to notify us of cancellation and a further 14 days to send the goods back. For a qualifying cancellation of the entire order, standard outbound delivery costs are refundable as required by law.

Discounts, Final Sale labels, packaging conditions, and our 7-day notification request do not override mandatory rights. Where a monetary refund is legally required, we will not restrict you to an exchange or store credit.

Contact Us

For return, refund, or exchange assistance, contact our Customer Care team.

JewFashion
Email: service@jewfashion.com
Phone: +852 5140 3579

Company & Business Address
WIGO GLOBAL INT'L TRADING LIMITED
YAU LEE CENTRE, RM 5076, 5/F
KWUN TONG, Kowloon
Hong Kong SAR

This is our business address, not an automatically authorized return address. Please contact us for the correct return address before shipping.