Refund policy

Returns Policy at a Glance

  • I have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 
  • To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
  • Returns for change of mind will be paid for by the customer, faulty returns will be paid for by us.
  • To start a return, you can contact us at info@mveronicasilva.com
  • If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
  • You can always contact us for any return question at info@mveronicasilva.com.

Jewellery Specific

  • Custom made jewellery pieces are non refundable as they are custom made to your specific tastes only, however, please contact me for further discussion and solutions.
  • Made pieces bought directly from the shop are refundable within 30 days as long as they are in their original state with no wear and tear, missing any components or have anything broken or missing and are in their original packaging. Please also provide proof of purchase.
  • If any issues arise, please don't hesitate to contact me, I will do my best to find a solution that works for both of us. I am a single-person small business and, as such, cannot afford to replace lost items, I will however, repair things for you in the event one of your pieces needs repairing.

Ring Resizing

  • I am happy to resize a ring for you up to 3 times, for free, over the lifetime of your ring so please be sure to know your size before making a ring purchase.
  • Resizing after the third time will incur a resize fee.

Damages and issues
Please inspect your order upon reception and contact me immediately if the item is defective, damaged or if you receive the wrong item, so that I can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalised items as stated above). Please get in touch if you have questions or concerns about your specific item and I will do my best to work with you.
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
Exchanges are tricky as most of my pieces are one offs and vary in price and materials, therefore, each exchange request will be handled on an individual basis. Please contact me to the process started to see if you're item can be exchanged or will be refunded with return of the item. 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days only if the item is not custom made for you, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase and you will be liable for the return postage.

Refunds
I will notify you once I've received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact me at info@mveronicasilva.com

Gemstones

  • Please select carefully as I do not offer refunds on changes of mind after 30 days.
  • Gems that come to you damaged or do not match descriptions (with some consideration for monitor differences) are either refunded or replaced.
  • Refunded/replaced/exchanged gems must be returned before refund will be processed and after any additional payment for differently priced gem is made.
  • Gems must return to me in the exact condition they were sent out to you (no cracks, chips, wear or damage) for refund to be processed.
  • If in doubt, please contact me, I'm happy to talk over any solutions.