FAQs
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How long do I have to return an item?
You have 14 days after receiving your item to request a return.
What are the conditions for a return?
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Please note that original shipping fees are non-refundable for returns.
We do not refund final sale items, gift cards, and custom products (such as special orders or personalized items). Additionally, due to hygiene reasons, we do not refund or exchange earrings unless they are faulty or damaged upon arrival. Please read the product description carefully before making a purchase.
How do I start a return?
To start a return, please contact us at info@willajewelry.com with:
- Your order number
- Brief explanation of the return reason (e.g., wrong size/order, defective product, below expectation),
- If applicable, a photo of the damaged parcel/item received.
We will provide you with a return shipping label and instructions on how and where to send your package.
Please note that items sent back to us without first requesting a return will not be accepted.
What should I do if I receive a damaged or wrong item?
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. Attach photo evidence of the issue, and we will process it as soon as possible.
What if the product I received is different from the photo?
Each freshwater pearl is natural and unique, so some may have tiny scratches and textures that differ from the photo. However, this does not affect the use and overall look of the product. Please be aware that the color of the product may also alter due to different screen settings before you place your order.
What is the process for refunds?
Once we receive your return and check the status of the parcel, we will issue the corresponding refund. You will receive the refund within 1-7 working days in the same payment method you used to place the order.
If you have any further questions regarding your refund, please contact us at info@willajewelry.com.
How long does it take to receive a refund?
We will notify you once we've received and inspected your return. If the refund is approved, you'll be automatically refunded on your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return and you haven't received the refund, please contact us at info@willajewelry.com.