Returns & Exchanges

Returns & Exchanges

Return Window

We accept returns on eligible items within 7 days of delivery.

To start a return, please contact our customer care team with your order number and reason for return. Once your return request has been reviewed and approved, we will provide return instructions.

Please do not send your item back without contacting us first. Returns sent without approval may not be accepted.

Return Conditions

To be eligible for a return, your item must be:

  • Unworn and unused

  • In its original condition

  • Free from scratches, marks, stains, perfume, makeup, sweat, or signs of wear

  • Returned with the original packaging, jewellery pouch, cards, gifts, and all accessories

  • Approved by our customer care team before being sent back

Items that do not meet these conditions may be refused.

Return Shipping

For non-defective returns, the customer is responsible for the return shipping cost.

Original shipping fees are non-refundable except where a refund is required by law.

We recommend using a tracked shipping service, as we are not responsible for parcels that are lost, damaged, delayed, held by customs, or returned to sender during the return process.

If a returned item does not meet our return conditions, we may refuse the refund. In this case, the customer will be responsible for any shipping cost required to send the item back.

Non-Returnable Items

The following items cannot be returned unless they are defective, damaged, or incorrect:

  • Earrings, for hygiene reasons

  • Engraved or personalised items

  • Resized or specially adjusted items

  • Custom-made or specially requested items

  • Final Sale or Clearance items

  • Gift cards or store credit

  • Items that have been worn, used, damaged, scratched, stained, or returned without complete packaging

Refunds

Once your return has been received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 5–10 business days.

Please note that your bank, card issuer, or payment provider may take additional time to post the refund to your account.

Original shipping fees, customs charges, return shipping costs, and any additional fees caused by failed delivery, refused delivery, incorrect address information, or return handling are non-refundable.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery with your order number and clear photos or videos of the issue. Please report issues promptly; this request does not limit your statutory rights.

Once confirmed, we will offer an appropriate solution, such as replacement, repair, store credit, or refund.

Please keep the original packaging until the issue has been resolved.

What Is Not Considered a Defect

The following are not considered product defects:

  • Slight colour differences caused by lighting, screen display, or photography

  • Minor differences caused by production, plating, finishing, or stone setting

  • Natural plating wear, scratches, oxidation, or colour changes over time

  • Damage caused by water, perfume, alcohol, cosmetics, sweat, chemicals, improper storage, impact, bending, pulling, or misuse

  • Discomfort or fit issues caused by incorrect size selection

Please refer to our Jewellery Care guide to help keep your pieces in good condition.

Exchanges

At this stage, we do not offer automatic exchanges.

If you would like a different item, size, or colour, please return the eligible item first and place a new order.

Where applicable, we may issue store credit instead of a direct exchange.

For damaged, defective, or incorrect items, please contact us and we will help arrange the most suitable solution.

Order Changes & Cancellations

If you need to cancel or update your order, please contact us as soon as possible.

Once an order has been processed or shipped, we may not be able to cancel or change it.

Please make sure your shipping address, product selection, size, and contact information are correct before placing your order.

Buy 2, Get 1 Free: Returns

Taking part in Buy 2, Get 1 Free does not make an otherwise eligible item final sale. Our usual return conditions and your statutory rights still apply. An item supplied free has no separate cash refund value.

If you return part of your order, we will recalculate the promotion using the eligible items you keep and their prices at the time of your original purchase, not current website prices. If you still keep at least three eligible pieces, the lowest-priced eligible piece remains free, subject to the original limit of one free piece per order.

If the items you keep no longer qualify, you may return the free piece with the other returned item(s). If you choose to keep it, its original purchase-time price will be included when calculating the amount due for the items you keep. Your merchandise refund is the merchandise amount originally paid, less the recalculated amount for the items kept and any merchandise refunds already issued. We will show you this calculation before you send your return.

For example, three pieces priced at US$119, US$109 and US$99 cost US$228 under the offer. Returning the US$119 piece together with the free US$99 piece gives a US$119 merchandise refund. Returning only the US$119 piece and keeping the other two gives a US$20 merchandise refund. Returning all three gives a US$228 merchandise refund.

We do not charge a separate promotion penalty or automatically charge your card again. A merchandise refund cannot be negative or exceed the merchandise amount actually paid. Shipping and tax refunds are handled separately under the applicable return rules and law. This policy does not limit your rights for faulty, damaged or incorrectly supplied goods, and does not retrospectively change the terms of orders already placed.

Your Statutory Rights

Nothing in this policy limits rights that cannot be excluded under applicable consumer law. Where those rights conflict with our voluntary return conditions, your statutory rights take priority.

For consumers in the UK and European Union, eligible distance purchases generally carry a 14-day right to notify us of cancellation after delivery, followed by 14 days to return the goods. Applicable legal exceptions can include genuinely personalised goods and sealed goods unsuitable for return for health or hygiene reasons once unsealed; an item is not excluded merely because it was purchased in a promotion. Where the statutory cancellation right applies, required refunds include the original standard delivery cost for a full-order cancellation. Refunds are generally due within 14 days of cancellation notice, but may be withheld until we receive the goods or evidence of their return, as permitted by law. Please contact support@ambecajewelry.com for return instructions.

Contact and Return Instructions

Contact support@ambecajewelry.com before sending a return. Returns are handled in China; we will provide the appropriate return address and instructions.