RETURNS

We have every confidence that you will be completely satisfied with our jewels. However, if for any reason you are not, you may return the jewellery for a one-off return for a store credit within 7 days (including weekends and public holidays) from the date of order arrival. This does not apply to made-to-order, pre-order, personalised and sales items, which are non-returnable.

Please email us to request for a return.

For hygiene reason, we regret to advise that we do not accept return of pierced earrings products.

In the unlikely event that you believe your received item has a manufacturing defect, please email us with the original invoice, order number, product name, description of the defect and clear photographic evidence of the defect within 3 days from the date of order arrival to obtain an authorisation for return. If your returned item is proven to have a manufacturing defect after inspection, we will offer a repair service at no cost.

Please note our products are crafted using natural materials. Slight variations in craftsmanship and natural characteristics of the metal or gemstones such as colour or inclusions cannot be considered as defects.

We will not be liable for returns requested outside of the above time frames. Please do not send your return without our authorisation.

Eligibility for a Return

To be eligible for a return, all items must be returned to us unworn, in pristine condition and accompanied by the original invoice and packaging including the NO.12 jewellery box, cloth bag and soft pouch provided at the time of delivery.

Returns that are not in their original condition or packaging, sent outside of our returns window, or sent back to us without first requesting a return will not be accepted. Rejected returns will be sent back at customer expense.

All returned items will need to pass a mandatory quality control, after which you will receive a notification that your return has been granted. In normal circumstances, store credit will be processed and issued within 14 days. Items purchased by store credit are not eligible for returns.

We currently do not offer refunds or exchanges.

Please note customers are responsible for all shipping costs for returns and the safety of the delivery. Hence, we recommend using a courier service with tracking option to ensure your parcel reaches us safely. We are not responsible for any package lost or damage in the duration of the return.

In case of any disputes, NO.12 reserves the right for final decision. Please visit the FAQs page for more details.

Email Us for a Return

Email us at info@no12jewellery.com to learn more or request for a return. We will guide you through the steps to follow.