Refund policy

It is our priority to make sure you, our precious customer, are happy with your jewellery and can feel good wearing it. We are always trying our best to improve, and to give you the best experience. We will do so as long as we can, within reasonable limits. Please continue to give us feedback. 

Returns 

All purchases are final. Unfortunately, we are not able accept cancellations nor take returns on any item.

Our team checks each piece of jewellery carefully to make sure your piece is perfect. We do not offer direct card or cash refunds. 

Warranty & Repairs

If an item was received damaged (as a result of shipping), we will do a 1-1 replacement (depending on stock availability). Please write to us with pictures of the defect (via email) within 3 days of receiving the item, to make arrangements for the return of defective items. At our discretion, we may offer a repair in place of a replacement, or issue store credits. We are unable to entertain requests beyond 3 days of receipt.  

We offer a 3-month warranty for manufacturing defects. Jewellery damaged or discoloured due to improper care is not covered by warranty. Handmade jewelry is delicate and requires gentle handling. Natural pearls and gemstones may contain imperfections. These are not defects. Our handmade jewelry are made piece by piece, not mass produced, thus there may be slight variations in size, length, colour, or texture. We do not consider those as defects.   

Write to us with a picture if you require a repair. Our warranty only covers the cost of repair.

Exchange

In the event you ordered the wrong size, we are happy to do a one-time exchange, subject to availability. In this scenario, 2-way shipping costs will be borne by the customer. We accept returns only via DHL, Fedex, Qexpress, Smartpac, hand courier or any other trackable service. We will not be responsible for lost or damages incurred during shipment. We will not be able to process exchanges or refunds for used/worn items and items not in original condition. In case any lengthening or resizing incurs any top-up costs, we will assess this and let you know on a case-by-case basis.  

We are unable to accept exchanges for items that are made-to-order. 

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