RETURN POLICY
Please make sure you read and understand these terms before making a purchase. By making a purchase you agree to comply with these terms. If you have any questions please refer to our FAQ page before submitting an enquiry.
We only want to create beautiful jewellery worthy of your love, so if you are at all unhappy with your order please do not hesitate to get in touch so we can try to help you.
All SALE (reduced price), MADE TO ORDER and BESPOKE orders are final and are not eligible for returns.
We accept requests for returning full priced READY TO SHIP items within 7 DAYS of purchase.
The terms 'MADE TO ORDER' and 'BESPOKE' apply to any products which have been engraved or stamped with custom initials; letters or images; items which have been custom resized; or customised and modified in other ways to specifications requested by the customer.
ACCEPTABLE REASONS FOR RETURN:
- Item arrived damaged or faulty
- Wrong item sent out
If your item has arrived damaged or faulty, we are very sorry. We always pack orders with care to ensure this does not happen, and it very rarely does, but the journey your package undertakes to get to you can sometimes be a rough one. Please follow the return procedure below.
RETURN PROCEDURE
Please send us an email immediately to info@michelle-oh.com within 24 hours of receiving your order. If your order arrived damaged / faulty please remember to include a clear picture showing the item in question. We need this evidence to validate your return request and to claim insurance from the delivering party. Please note that if you don't contact us within the same day of receiving your order and / or include sufficient photographic evidence, your order may not qualify for a refund or replacement.
Once we have accepted and approved your request for return, we will send you instructions on how to make your return. Do not return items without our consent. All packages arriving unannounced will be automatically refused and returned to the sender.
Customers are responsible for the return shipping arrangements. It is highly recommended to send the item back using a trackable and insured method to ensure that the returned item safely reaches us. Items must be returned in its original condition along with any original packaging or you may not receive a full refund.
Once the returned item has been received back with us and inspected, we will let you know if you qualify for a refund. We reserve the right to offer to refund you in store credit or via your original method of payment. If approved, your refund should be processed right away. Please allow up to 5 working days for the refunded amount to appear in your account. Store credit will be delivered to you by email in the form of a unique voucher code. If your refund request has been rejected we will email you to let you know why and the item will be sent back to you.
UNACCEPTABLE REASONS FOR RETURN:
- Item looks a little different to product photo
All of our items are handcrafted so some small differences are unavoidable and are to be expected. This can be especially unavoidable if the item you ordered is a ring and you have ordered a size which is much smaller or much larger than the size of the ring pictured in our product photos. Most of the rings pictured in our product photos are usually between size J - size M (UK). If you are worried about how different your ring will look in your size, please get in touch as we may have pictures of the same design in different sizes so you can see what differences to expect.
We are not unreasonable, if what you have received is significantly different to the product photo shown on our website please provide a picture upon receiving your item and email us so that we can help you resolve the problem.
- Item does not fit due to the wrong size ordered by customer
If you have ordered the wrong size, don't worry, we are happy to help you resize your piece.
- Item broke after being worn
We recommend you begin wearing your jewellery as soon as possible upon receiving your order. You have up to 14 days from receipt to report any issues of breakage or faultiness and to request a replacement or refund. We are always happy to help repair your jewellery if it qualifies under our LIMITED LIFETIME WARRANTY.
EXCHANGES
Only full priced READY TO SHIP items (excluding earrings) can be exchanged within 7 DAYS of purchase. Please email us if you are looking to exchange an item. If your request is accepted, you will be able to exchange your item for others which add up to / equal your original item in full priced value. Any surplus value will be issued to you in the form of store credit. Please note that as a lot of our designs are MADE TO ORDER, we may not have your first choice for exchange in stock. You may also exchange your full priced Ready to Ship item for store credit. Exchanged store credit will be valid for up to a year from its date of issue.