Refund Policy

Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Please keep in mind that we do not offer Refunds or Exchanges for change of mind on any earrings and hair accessories due to hygiene purposes. We ask that you check the description of our earrings prior to purchasing, please check all measurements for sizing

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 
If you have received a faulty item please get in touch with us within 7 business days of receiving your item, if your item is faulty (i.e. missing stones etc) we will provide you with an option of either a replacement if the item is in stock or store credit if the item has been sold out for the amount you paid for the item. When emailing us please include your order number and photos of the faulty item. Please email support@mattinaserajewellery.com for all faulty items. 

If you have any further questions or if your fault does it describe any of the situations above, please send us an email and include your order number for us to assess.

Items sent back to us without first requesting a return will not be accepted.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@mattinaserajewellery.com

Postage / Shipping for Returns

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable for any exchanges of sizing.

If your item is faulty we will provide a pre-paid return label for you to return the items.

Exceptions / non-returnable items
Certain types of items cannot be returned, like Earrings and Body Piercings, custom Products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@mattinaserajewellery.com.