Please note that this is a small business run by a single person. I process every detail of your order, from making the jewellery to writing notes and packing your order. Out of respect for my family and customers, I do my best to get orders out within 5 to 7 business days.
Overview
Our refund and returns policy lasts 15 days. If 15 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. Returns are only accepted for reasons agreed upon by both parties
Several types of goods are exempt from being returned. Custom pieces are made to order and cannot be returned or refunded.
Additional non-returnable items:
- Gift cards
- Downloadable products
To complete your return, we require a receipt or proof of purchase.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
Please note before buying that all my jewellery is handmade. For this reason, small imperfections are expected. However, I do maintain a certain standard for my products and will never send out an item that is not up to that standard.
If something you have purchased arrives damaged or defective, you can opt for an exchange or refund, if agreed by both parties. Please let us know within 5 business days of arrival. After this time we cannot be sure this damage happened in transit.
I pride myself in making quality jewellery, however, things can happen and damage your piece. We only replace items if they are defective or damaged through no fault of the customer. If you need to exchange it for the same item, send us an email at info@kellyjadesclay.com or use the contact for on the website.
Shipping times
Once your order is processed, it will be shipped via the chosen carrier with a tracking code according to the service YOU chose at checkout. Therefore shipping times may vary depending on the chosen carrier and the country of destination.
Shipping is handled by our carriers and out of my hands. Once your products have been shipped, please be patient with our carriers.
Lost or stolen packages
If your package is lost or stolen in transit, please contact the chosen carrier and myself via info@kellyjadesclay.com. We will assist you in trying to recover or refund you for the lost package.
Need help?
Contact us at info@kellyjadesclay.com or through the contact form on the website for questions related to refunds and returns.