Except as set out on this page, all purchases are final and non-refundable.

We do not accept returns or exchanges for change of mind, incorrect size ordered, or unwanted gifts. If you are buying for someone else, an e-gift card is the safer option.

Items bought on clearance or marked "Sale" cannot be returned or exchanged unless they have a verified manufacturing defect.

Customers in the EU and UK have a statutory right to cancel. See "eu & uk customers" below.

Incorrect item: If we send the wrong item, we will exchange it for the correct one at no cost to you.

Manufacturing defect: If your item has a genuine manufacturing defect, we will first repair or replace it. If we cannot repair or replace it, we will refund you in full to your original payment method.

Please report within 7 days of delivery. Reporting quickly helps us verify the issue. If you notice a problem later, still contact us. Your statutory rights are not affected, and we will assess each case fairly.

Every item is inspected before it ships. When a returned item arrives, our production team inspects it to confirm whether the issue is a manufacturing flaw or damage from wear, dropping, chemical exposure or rough handling. Damage caused after delivery is not covered.

If we reject a return: We email you photos and our findings. You can ask us to send the item back, and you pay the shipping cost. If you have not arranged this within 30 days of our email, we may dispose of the item.

Covered (examples)

Gemstones: Loose or missing stones on delivery.

Clasps: Broken or non-functional clasps on delivery.

Other manufacturing faults: Faults in materials or construction that were present when the item was delivered.

Not covered

Handmade marks: Plier marks or minor tool indentations from manual wire-wrapping and assembly. These are part of handmade work.

Natural variation: Colour gradients, inclusions, texture, minor size differences, and minor surface marks or scratches that are natural to gemstones, especially softer stones.

Tarnish and plating: Tarnish, oxidation or fading of plating from normal wear, exposure to air, humidity, sweat, skin oils, perfume, lotions, water, pools or hot tubs. See our Care page.

Scratches: Scratches that occur after the item has been handled or worn.

Accidental damage: Damage from accidents, dropping or improper handling.

If you believe plating or finish has failed much sooner than normal wear would explain, email us with photos and details of how the piece was worn and cared for. We will assess it.

If a structural craftsmanship issue occurs, email support@jowellerymuseum.com with your order number and clear photos or videos of the issue. We will advise whether it can be repaired.

Repairs do not cover damage from accidents, dropping or improper handling.

Email support@jowellerymuseum.com with your order number and clear, high-resolution photos or videos of the item and the issue. For a parcel damaged in transit, include photos of the outer packaging as well.

Do not send anything back until we approve your request by email. This does not apply to EU and UK cancellations (see "eu & uk customers" below). If you send a parcel without approval, we will email you and hold it for 30 days. We will send it back only if you ask and pay the shipping. After 30 days we may dispose of it.

Deadlines: After we approve a return or exchange by email, the parcel must arrive at our facility within 7 days of approval for Singapore orders, or 21 days of approval for international orders. If you need more time, tell us before the deadline.

Condition: Items for change-of-mind returns (EU and UK only) must be unworn, unaltered and in original condition with all security tags attached. Defective items should be returned with the packaging you received them in, where possible.

Packing: Pack the item securely to avoid crushing or water damage. We recommend a tracked and insured service. For change-of-mind returns, you are responsible for parcels lost in transit and for filing any claim with your courier.

Your return shipping: For defective or incorrect items, you pay to send the item back first, using a tracked service. Choose a reasonably priced option. Once we confirm the defect or error, we refund your return shipping cost to your original payment method.

Our shipping to you: We ship the repaired or replacement item to you free of charge.

Original outbound shipping: This is not refunded if we replace or repair the item. If we cannot repair or replace it, we cancel the order and refund everything, including the original outbound shipping.

Delivery refunds on EU and UK cancellations: Delivery is refunded only if the entire order is cancelled. See "eu & uk customers" below for details.

Processing time: We inspect returned items within 5 business days of receiving them. We then email you when your replacement ships or your refund is issued. Refunds go to the original payment method.

If you live in the European Union or the United Kingdom, you have a statutory right to cancel your order within 14 days without giving a reason.

Cancellation window: 14 days from the day you (or someone you nominate) receive the goods at your delivery address in the EU or UK.

How to cancel: Use our withdrawal form before the 14 days end. You will receive a confirmation email straight away. If you cannot use the form, any other clear written statement sent to support@jowellerymuseum.com is also accepted. You do not need to include photos or give a reason.

Sending the item back: Send it back within 14 days of telling us you are cancelling.

Refund: We refund the item price and the standard outbound delivery cost you paid. We issue the refund within 14 days of receiving the goods back, or of receiving proof that you have sent them, whichever is earlier.

Delivery cost: If you cancel the whole order, we refund the cost of our cheapest standard delivery option. If you chose a faster or premium option, the extra cost is not refunded. For example, if standard delivery was $15 and you paid $45 for express, we refund $15. If you cancel only part of your order, the delivery cost is not refunded.

Return shipping: You pay the cost of sending the item back to Singapore.

Condition: Return the item unworn, undamaged and with all security tags attached. You may handle it as you would in a shop to check it. If it comes back worn, damaged or missing tags, we deduct an amount that reflects the loss in value.

Nothing on this page limits any right you have under mandatory consumer protection law where you live, including the Singapore Consumer Protection (Fair Trading) Act. Where this page and the law conflict, the law applies.

If you live outside the EU and UK and local law gives you a right to cancel an online order, email us with your order number and the law you are relying on. We will assess your request.