Customer Care

 

Warranty & Exchange

Handmade items are made to order, thus we are unable to accept returns & requests for refund. Please read our refund policy carefully here. 

If an item was received damaged or with defects, we will do a 1-1 replacement (depending on stock availability). Please write to us (via email) within 3 days of receiving the item.

We offer a 3-month warranty for manufacturing defects. Jewellery damaged due to improper care will not be refunded, but it can be repaired. Handmade jewelry is delicate and requires gentle handling. Avoid yanking. Be careful of frayed towels which may get caught in small parts and cause breakage. To be safe, you may want to remove more delicate pieces (such as thin bracelets ad necklaces) before toweling yourself. 

Kindly contact us if you'd like a repair or replacement of parts. We will inform you of the possibility and the costs involved.

In the event you ordered the wrong size, we are happy to do a one-time exchange, subject to availability. In this scenario, shipping costs will be borne by the customer. We accept returns only via DHL, Fedex, Qexpress, Smartpac or hand courier. We will not be able to process exchanges or refunds for used/worn items and items not in original condition.

Please contact us directly at hello.ladyestere@gmail.com or DM us on Instagram for queries concerning your order. @lady_estere_jewellery