Refund policy

Refunds & Exchanges

We hope you love your jewellery! However, if you’re not satisfied, we offer exchanges or store credit within 14 days of receiving your order.

• To be eligible for a refund/exchange, items must be unworn, unmarked, and returned in their full original packaging, including any jewellery pouches, cleaning cloths, and other accessories provided with the order.

• Non-personalised items (excluding earrings) can be exchanged for another available item.

• If any part of the original packaging (such as pouches or cleaning cloths) is missing or damaged, we may deduct a small restocking fee from your refund.

Refunds

• Refund requests must be made within 14 days of receiving your order.

• Refunds are processed within 14 days of receiving the returned item.

• Refunds will be issued via the original payment method.

• Earrings and personalised items (including engraved, bespoke, or made-to-order pieces) are strictly non-returnable and non-refundable due to hygiene and customisation reasons.

• Customers are responsible for return shipping costs unless the item is faulty or incorrect.

• All returns must be sent via a tracked and/or signed-for shipping service. We are not responsible for lost or delayed returns that do not have tracking.

 

Damaged, Faulty, or Incorrect Items

• If your item is faulty, incorrect, we will cover the cost of return shipping.

• Customers must notify us of any faults or incorrect items within 30 days of receiving their order.

• Please contact us at info@valentinacastrojewellery.com before returning the item so we can arrange the best method of return.

Exceptions / Non-Returnable Items

• Earrings (for hygiene reasons) and personalised items (bespoke, engraved, or made-to-order jewellery, including items with initials) are strictly non-returnable and non-refundable.

• Sale items and gift cards are final sale and cannot be returned.

International Returns

• International customers are responsible for return shipping costs and any customs duties.

• If an item is faulty or incorrect, we will cover return shipping costs and issue a refund or replacement.

To request a return or exchange, email info@valentinacastrojewellery.com with your order number.