Refund policy
We have a 7-day return/exchange policy, which means you have 7 days after receiving your item to request a return or make an exchange.
To be eligible for a return/exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Original shipping fees are non-refundable for returns/exchange.
Each fresh water pearls are natural and unique, some of them may have tiny little scratches and textures that will differ from the photo but not affect the use and overall look. Please be aware that the color of the product may alter due to different settings of screens before you place order.
Start a return
Contact us at info@willajewelry.com with your order number, a brief explanation of return (wrong size/order, defective product, below expectation...) and if applicable, a photo of the damaged parcel/item received.
If your return is accepted, we’ll provide you the instructions on how and where to send your package. The customer will need to pay the shipping cost of return except for circumstances of defective products. Items sent back to us without first requesting a return will not be accepted.
The customer has the responsibility to make sure the parcel of return will arrive in perfect condition. Once we receive your return and check the status of the parcel, the corresponding refund will be issued in 7 business days in the same payment method which you have placed the order.
You can always contact us for any return question at info@willajewelry.com.
Damages and wrong items
Please inspect your order upon reception, contact us within 24h if you receive defective/damaged/wrong item, and attach photo evidences of the item and the original package. We will process it as soon as possible, and send the same item to you free of charge.
Exceptions / non-returnable items
We do not refund final sale items, gift cards and custom products (such as special orders or personalized items).
Exchanges
If you want to exchange your product to another color or size, the fastest way is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
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 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If you haven't received you refund more than 15 business days since we’ve approved your return, please contact us at info@willajewelry.com.
Warranty
All items sold have 30 days warranty. However, if the item is damaged beyond the control of Willa Jewelry, such as falls, neglected care of the jewel, mistreatment of the jewel, the exchange will not be made.