We want you to love your jewellery, and we’re here to help if something isn’t right.
Please take a moment to read our simple policy:
1. No Refunds / Cancellations
All orders are final, and we do not offer refunds, replacements, or cancellations once an order is placed.
2. If You Receive a Wrong, Missing, or Defective Product
We will be happy to assist you — but an opening video is mandatory for us to verify the issue.
3. How to Record the Opening Video
To make the process smooth, please follow these steps:
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Start recording before opening the parcel.
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Keep the camera focused on the sealed box at all times.
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Record the entire unboxing in one continuous video — no cuts, pauses, or edits.
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Make sure the product and packaging are clearly visible.
Once we receive your video, our team will carefully review it and take the required action.
4. Without the Video
We’re extremely sorry, but we cannot take any complaint forward without the unboxing video.
5. Time Window for Complaints
Please contact our support team at support@jewelsy.store within 24 hours of receiving your order.