A defective, damaged or wrong piece
If a piece arrives damaged, has a defect, or is not the piece described on its listing (karat, weight or design), tell us within 7 days of delivery with your order number and photos. We pay for the return. Once we receive the piece, you choose a repair, a replacement of the same kind if one exists, or a full refund, as the Consumer Act of the Philippines provides.
A defect that only shows later, such as a weak clasp or a broken link that was not caused by wear or damage, is covered too. Contact us whenever you notice it.
Changed your mind
You may return a piece you no longer want within 7 days of delivery, as long as:
- it is unworn, unaltered and undamaged;
- it comes back in its original packaging with everything it was delivered with; and
- it is sent insured and tracked, at your cost, to the address we give you.
We check every returned piece, including its weight and hallmark, before refunding. If it does not meet these conditions we send it back to you.
Pieces we cannot take back
These cannot be returned for change of mind, but they are still covered if defective or not as described:
- pierced earrings and huggies, for hygiene; and
- pieces altered for you, such as resized or engraved pieces.
How to start a return
- Reply to any email about your order, or write to
customer service email , with your order number and the reason. - We confirm whether the return is accepted and give you the return address and instructions.
- Pack the piece securely and send it with an insured, tracked courier. Keep the tracking number.
How refunds are paid
Once we have accepted the return, we refund the full price you paid for the piece, whatever the gold rate is on the day of the refund: the price was fixed when you ordered, so the refund is too. Shipping is refunded when the return is our fault, or when you cancel before we ship.
The money goes back the way you paid:
- Card: refunded through PayMongo to the same card. Most banks show it within 5 to 10 working days; some take up to 30.
- GCash or Maya: refunded through PayMongo to the same wallet, usually within 24 hours.
- InstaPay or PESONet: sent back by bank transfer to the account you paid from.
We email you when the refund is made. Card refunds through PayMongo are possible up to 60 days after payment, GCash up to 180 days and Maya up to 12 months; after that, we refund you by bank transfer instead.
Your rights
This policy adds to your rights under the Consumer Act of the Philippines (Republic Act No. 7394); it never replaces them. See also our terms of sale.