RETURNS + EXCHANGES
RETURNS POLICY
For your peace of mind, we offer a 30-day exchange or refund guarantee for eligible items. This 30 day period begins after your order has arrived.
Please note we are not responsible for paying any customs charges (import duty or tax) on any returns. Depending on the refund/exchange reason you may be required to pay for the return shipping to us and the shipment for the new/exchanged item(s) back to you. We recommend you return your order via a tracked shipping method and/or request a proof of postage receipt as we cannot refund/exchange lost returns.
EXCHANGE/SIZE SWAP
You may exchange your purchase within 30 days of the items arriving. We put as much information in the product description as well as encouraging customers to measure their neck/wrist or ring size prior to ordering. However, we understand that occasionally the item(s) you ordered may just be the wrong size for you and we would be disappointed if you couldn’t wear our pieces comfortably.
All items must be unworn with original packaging in order to receive an exchange.
You will be responsible for all costs and charges associated with return shipping to us and the shipment for the exchanged item(s) back to you.
We recommend you return your order via a tracked shipping method, and/or request a proof of postage receipt, as we cannot exchange lost returns.
Please note we are not responsible for paying any customs charges (import duty or tax) on any exchanges.
DAMAGED ITEMS
Before we ship out any parcel we carefully inspect all pieces to ensure that they are in pristine condition and add sufficient protective packaging to help prevent any damage in transit. We will not be held liable for any damage that may occur during transit.
However, we understand that receiving a damaged item due to shipping can be disappointing so if your item(s) do arrive damaged please contact us as soon as possible and after no longer than 30 days.
Please include the following information in your email and we will do our best to provide you with a satisfactory outcome:
- Your order number
- Which item(s) are damaged
- A description of the problem
- Photographs of the damage
FAULTY ITEMS
We take great pride in the quality of our jewellery and want our customers to be completely satisfied with their purchase. If, however, you receive a faulty item, please notify us as soon as possible and no longer than 30 days of receipt of the item(s). We will assess the fault and, if appropriate, offer a refund, repair, or replacement.
Please note that we cannot accept returns for faulty items if the fault is a result of misuse, negligence, or accidental damage by the customer. In such cases, we reserve the right to refuse a refund, repair, or replacement. We recommend that you take proper care of your jewellery and follow the care instructions provided with your purchase.
You will need to send the item back for us to inspect. Once we confirm that the fault is due to a manufacturing error:
- We will refund the cost of the returns shipping;
- a refund or replacement item will be processed and we will pay for shipment of the new item(s) when applicable.
- Normal wear and tear of the jewellery
- Misuse, negligence or accidental damage by the customer
We reserve the right to refuse any returns if it does not meet our policy. If the return is deemed unacceptable, it can be returned to the customer at the customer's own expense.
CHANGE OF MIND
You can return your item(s) for a refund within 30 days of receiving your order. All items must be unworn with original packaging in order to receive a refund. Original shipping costs are not refundable.
Please note you will have to pay for the return shipping costs.
We will notify you once we've received and inspected your return and let you know if the return has been approved or not. If approved, you'll automatically be refunded for the item(s) minus a 10% restocking fee via your original payment method.
Please allow up to 5 business days for your bank or credit card company to process the refund.
RECEIVED THE WRONG ITEM(S)
We sincerely apologise if you have received the wrong item(s). Please contact us as soon as possible and after no longer than 30 days of receiving your item(s).
EAR JEWELLERY
We are not able to accept returns or exchanges for hygiene reasons under health and safety regulations for ear jewellery due to change of mind. Before making a purchase, we encourage you to carefully consider your choices. If you have any questions or need assistance, please don't hesitate to reach out to our friendly customer service team. We are here to help you make the best decision for your needs.
SALE ITEMS
All sale items purchased are considered final sale and are not eligible for a refund or exchange.
GIFT CARDS
Gift cards are non-refundable or redeemable for cash.
EXCEPTIONS TO OUR RETURN POLICY
We strive to make our returns policy as fair and transparent as possible. However, we reserve the right to refuse a return for any reason.
We may decline a return if we suspect fraud, abuse of our returns policy, or the return of non-defective products. We may also refuse a return if the product has been damaged or altered by the customer, or if the item has been used in a manner that is not consistent with its intended purpose.
We will make every effort to ensure that our decision is fair and reasonable. If we decline a return, we will provide a clear explanation of our decision and offer any advice or assistance that we can.
We appreciate your understanding and cooperation in helping us to maintain a fair and efficient returns process. If you have any questions or concerns about our returns policy, please do not hesitate to contact us.
FOR ALL RETURNS + EXCHANGE ENQUIRIES, PLEASE CONTACT US AT:
hello@saikocollective.com or fill in the form below.