We make all our products with love and care; however, we understand that there maybe certain circumstances which result in you having to return an item. To make this process agile for you we have outlined the policy below, however, please note for hygiene purposes we do not accept returns on earrings or any items which are made to order and personalised.

Returning a non-customised item.
To return an item, please email our team on info@soeursjewellery.com within 48 hours of receiving your purchase with the order number. Our team will respond within 24 hours with the returns process and form.

The purchased item you wish to return must be received by us within three days from the United Arab Emirates and 14 days from international customers from the date of receiving your order.

The item you wish to return must be unused and in the same condition that you received it in. It must also be in the original pouch and box provided. Items that appear worn or used will not be refunded and returned to the customer.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. A full refund of the item/s (excluding any delivery charges) will be processed, and credit will automatically be applied to your credit card or original method of payment, within 10-15 days, which may fluctuate based on bank processing times and the currency exchange rate on the day that the return is processed.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item. Any items that do not reach us are the responsibility of the customer.

Please note, any items purchased in a SAMPLE SALE or PROMOTION from our website are non-returnable.

Customised and personalised items
Unfortunately, our customised and personalised products are not eligible for returns. Any item that is made to order and is personalised (such as our initial collection for example) is not eligible for returns. Please also note, your order cannot be cancelled or modified once the order has been placed.

International shipping charges
Please ensure that you state you are "returning to seller" in the reason for export field on your postage label. You must also state that the item is of no retail value, we cannot accept customs charges to receive your return.

International returns must use a tracked and shipped service for return as we cannot refund/exchange items that do not reach us safely. Please note we do not refund international customs taxes, sales charges, or shipping costs, which the customer will be liable to pay when returning an item.

Any items over the value of $100 must also be sent with the relevant insurance, as we will not accept any liability or process the return until this is received and you are sent an email to confirm that your item has been received safely in our workshop.

Missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@soeursjewellery.com

Faulty items
Whilst we have a rigorous quality inspection process, we do appreciate at times despite all this there can still be a faulty item.  Please notify our customer care team at info@soeursjewellery.com within the first 2 hours of receiving the item.  Your email should have the order number, note on the damage, along with a photo of the item.  Once our team have deemed the item faulty upon inspection, we will share the repair process. If we are unable to repair your item, we will replace this should the fault be deemed to be from us.

Damaged items
We cannot repair damage to any items that exceed 3 months from purchase. Any damage incurred by the customer from misuse cannot be repaired. Tarnishing or discolouration is not classed as a fault.

All products are covered by our standard 3-month warranty to cover any manufacturing defects. Please note the warranty is void if any damage is incurred by the customer. This includes any damage caused by perfumes, bleaching, heat exposure and general wear and tear.

Missing crystals, beads and pearls are not classed as a manufacturing fault. Any items with missing crystals outside the 7-day return policy but inside the 3-month warranty can be replaced free of charge, but shipping costs are the responsibility of the customer. Any lost items cannot be replaced or refunded.