Refund policy

We want you to fall in love with your new jewellery but if for any reason you are not happy with your purchase, simply follow the steps indicated below to submit a return or an exchange.

Policy Clauses

- Once a return request is approved, a return label will be provided via email. Returns must be shipped back within 5 working days from the date the return label is issued. If the return is not dispatched within this window, the return request will be automatically cancelled, and the item(s) will no longer be eligible for return.

- You can return an item within 30 days from the moment of delivery.

- Please return the unused item(s) in their original condition and packaging.

- The refund will be processed within 5 working days after we receive the return.

- Shipping charges paid at checkout at the moment of ordering (when applicable) are not refunded.

- A 7 EUR flat rate for shipping and processing fee is applied and deducted from the refunded amount. 

- Exchanges are also accepted, the same conditions above apply.

• To return an item for a refund follow the instructions below.
• To return an item for an exchange please reply directly to the order confirmation email with the item you would like to exchange.

 

Submit a Return:

1. Click the profile icon in the store's navigation, or click here to enter in the account page.

2. Log in to your account:

a. In the Email field, enter your email address, and then click Continue.

b. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.

c. Go back to the online store, and then enter a six-digit verification code.

3. Click the order that you want to submit the return for.

4. If your order has more than one item, then select the items that you want to return.

5. Select a return reason and add a note for the store.

6. Click Request return.

You will then receive an email with shipping instructions and a return shipping label.

---

If you have any questions please contact our customer care team on: info@ines-santos.com