Returns & Exchanges
We want you to love your Jewena piece. If something isn't right, we'll make it right.
Last updated: June 2026
Return Window
You have 15 days from the delivery date to request a return. The date we receive the tracking confirmation of delivery is the date we use to start the clock.
EU Right of Withdrawal
If you are a consumer in the European Union, you have a statutory 14-day right of withdrawal from the day you receive your order, with no reason required. Our 15-day window above is offered voluntarily and is more generous than this legal minimum; it does not replace or limit your statutory rights.
Conditions for Return
- Unworn and unaltered jewellery must be clean, free of scratches, and returned in its original condition.
- Original packaging, pouch, cards, and tags must be intact.
- Return requests must include proof of purchase, such as an order number or receipt.
- Final-sale items, pierced earrings that have been worn (for hygiene reasons), and custom OEM orders are not eligible for our voluntary 15-day returns; for EU/UK consumers the statutory right of withdrawal still applies where the law provides it.
Items returned in a condition that does not meet these criteria may be refused, or the refund may be reduced to reflect the item's diminished value.
How to Initiate a Return
- Have an account? Open the order under Orders and submit the Request a return form. Checked out as a guest? Email [email protected] with your order number.
- We reply within 1 business day with the return authorisation and the return address.
- Ship the item back with a tracked carrier. Return shipping is the customer's responsibility unless the item arrived defective or incorrect.
- We inspect returns within 3-5 business days of receipt. Once approved, the refund is issued through PayPal within 2-5 business days.
We recommend using a tracked and insured shipping service for your return. We cannot be responsible for packages lost in transit back to our warehouse.
Return Shipping & Duties
Refunds cover the product price. If you cancel under the EU/UK statutory right of withdrawal, we also refund the standard outbound shipping paid on the original order (any expedited upgrade beyond the standard option is not refundable). Unless your item arrived defective or incorrect, the following are the customer's responsibility and are not refundable:
- Return shipping to the return address provided in your return authorisation; we recommend a tracked, insured service.
- Import VAT, customs duties, clearance and brokerage fees, and local taxes already collected on your original delivery. These are remitted to carriers and customs authorities (including when collected at checkout on DDP shipments) and are not kept by Jewena, so we cannot refund them; you may be able to reclaim them directly from your local customs authority for returned goods.
If your item arrived defective or incorrect, you pay nothing to return it; we cover return shipping and any import charges on the replacement, and issue a full refund or free replacement. See Damaged or Wrong Item below to start that process.
Parcels returned to sender
If a parcel is held, returned to us or disposed of by the carrier for a reason on the recipient's side — an incorrect or incomplete address, a phone number the courier cannot reach, nobody available to accept delivery, delivery refused, a parcel left unclaimed at a pickup point or in customs, or import charges the recipient chooses not to pay — we do not issue a refund and we do not send a free replacement. What we do is help you deal with the carrier: tell us as soon as tracking shows a failed delivery and we will chase them on your behalf, pushing for re-delivery or release while the parcel is still in your country. If it does come back to us intact, we can re-ship it to a corrected address, with the new shipping charged at cost. Delivery failures caused by us, and loss or damage in transit, remain our responsibility as set out above, and your statutory rights are unaffected. Full detail is on our Shipping Information page.
Exchanges
Ring-size and finish exchanges are available within the same 15-day window, subject to stock. For a different style, please return the original item and place a new order; this is the fastest way to lock in stock on the item you want.
Refund Processing Time
PayPal is our current external payment method for retail checkout. Store credit may also be applied to an account when approved by support. Once your return is approved, PayPal refunds are usually submitted within 2-5 business days.
| Payment Method | Time to Appear |
|---|---|
| PayPal | 2-5 business days |
| Store credit | Available after support approval |
Damaged or Wrong Item
Contact us within 48 hours at [email protected] with your order number and clear photos of the issue. We will review it quickly and arrange the right replacement or refund path.
For shipping questions, see our Shipping Info page.