Exchange and Return Policy

Customer Service – Exchanges & Returns

You can request an exchange or return by contacting our customer service team directly via WhatsApp. We will process your request and follow up with you as quickly as possible.

Exchange & Return Department Working Hours: Sunday to Thursday From 10:00 AM to 5:00 PM

Exchange Policy

To ensure customer satisfaction, we have established the following exchange policy:

I. Exchange Period Customers have the right to request an exchange within 3 days from the date of receiving the order. Requests made after this period will not be accepted.

II. Conditions for Exchange To be eligible for an exchange:

• The product must be in its original, pristine condition.
• The product must not have been used, worn, or benefited from.
• All original accessories and packaging must be included.
• The store reserves the right to inspect the product before approving the exchange to ensure its quality.

III. Non-Exchangeable Items An exchange will not be accepted in the following cases:

• Custom-made products or items manufactured to specific customer specifications (unless there is a manufacturing defect or a deviation from the agreed specifications).
• 24K gold products (bullion, coins, etc.).
• Silver bullion/bars.
• If damage is caused by misuse or improper storage by the customer.

IV. Exchange Fees A flat fee of 25 is charged to cover shipping and processing costs.

• Price Difference: If the new product is more expensive, the customer pays the difference. If it is cheaper, a store credit or refund will be issued according to store policy.

V. Exchange Mechanism

• A shipping label will be sent to the customer via our authorized courier.
• The shipment must be handed over within 2 days of the label issuance. Failure to do so will result in the cancellation of the exchange request.
• The replacement product will be shipped within a maximum of 14 working days from the date the original item is received at the Necklace headquarters.

VI. Important Notes

• Online orders can only be exchanged through the website; exchanges cannot be processed at the physical showroom.
• The store reserves the right to reject an exchange request if the above conditions are not met.

Return Policy

To ensure customer satisfaction, we have established the following return policy:

I. Return Period Customers have the right to request a return within 3 days from the date of receiving the order. Requests made after this period will not be accepted.

II. Conditions for Return The conditions for return are the same as the exchange policy:

• The product must be in its original condition, unused, and unworn.
• All original packaging and accessories must be attached.
• The store reserves the right to inspect the product.

III. Non-Returnable Items Returns are not accepted in the following cases:

• Custom-made products (unless defective).
• 24K gold products (bullion, coins, etc.).
• Silver bullion/bars.
• Damage due to customer misuse.
• Sale and promotional items (these may be exchanged only, subject to terms).

IV. Return Fees Upon approval of the return:

• A 50 shipping fee will be deducted.
• Payment Gateway Fees will be deducted based on the payment method:
• Mada / Visa / Mastercard / Apple Pay: 5% of the order value.
• Bank Transfer: 2% of the order value.
• Installments (Tabby / Tamara): 10% of the order value.

V. Return Mechanism

• A shipping label will be issued to the customer.
• The shipment must be handed over within 2 days of the label issuance. Failure to do so cancels the return request.

VI. Refund Timeline The refund will be processed within a maximum of 14 working days via the same payment method used during the original purchase.

VII. Important Notes

• Online orders must be returned/exchanged via the website only.
• If an order contains multiple items, fees are calculated based on the number and value of pieces.

Cancellation Policy

For transparency, our order cancellation policy is as follows:

I. Cancellation Before Shipping

1. Ready-made products: Customers may request cancellation before shipping. The following fees apply:

• Mada/Visa/Mastercard/Apple Pay: 5% deduction (cancellation/payment processing fee).
• Bank Transfer: 2% deduction (administrative fee).
• Installments: 10% deduction (administrative/finance provider fee).

1. Custom-made products: Cancellation is subject to the payment method fees above, plus the actual manufacturing costs incurred (determined by the relevant department based on the product, number of pieces, and production stage).

II. Cancellation After Shipping

• For ready-made items: The cancellation percentage (based on payment method) applies, plus a 50 shipping and handling fee.
• Custom-made products cannot be cancelled once shipped.

III. Non-Cancellable Cases Cancellation is not permitted for:

• Custom-made products.
• 24K gold products (bullion, coins, etc.).
• Silver bullion/bars. (Due to their direct link to fluctuating global market prices).

IV. Refund Timeline Refunds will be processed within a maximum of 14 working days from the date the cancellation is approved, via the original payment method.