RETURNS/EXCHANGES
As of 1st October 2024, we offer The Custom Jewels store credit on offer all returns and exchanges if you notify us within 14 days of receiving your order. We are unable to offer free postage on these returns and refunds will be issued to you in the form of The Custom Jewels credit.
- Refunds are always issued to store credit
- Please put the return # on a note inside the package, we can’t look up your return without it
- It can take up to 7 business days to issue your store credit once your return is received
- Exchanges can be done using your store credit to place a new order
If you would like to return or exchange your order for whatever reason, please contact us on hello@thecustomjewels.com and we will send through the return address along with a return reference number. Note- as long as you email as about the return within the 14 days of receiving the order, we will still be able to process this
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Items sent back to us without first requesting a return will not be accepted.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Refund Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), and personal care goods (such as beauty products). Custom-made products, such as special orders or personalized items, are not eligible for cancellation once they have begun processing after 24hrs of placing your order. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns/refunds on sale items or gift cards, or for purchases made with a discount code.
Custom-made items or personalized jewelry are handcrafted and made to order, it is the customer’s responsibility to ensure all order information such as custom names, shipping address and contact number that are included in the order confirmation email (please check your spam folder ). If the address is deemed incorrect by the courier, the parcel will be returned to our facility, at which point we will contact you to reconfirm your shipping address (if and as applicable), and the customer will bear the reshipment fee.
