You have seven days once your order is delivered to communicate with us regarding any dissatisfaction. We advise our customers to please inspect their jewellery items upon receipt, prior to disposing of any packaging. Kindly inform us of any breakages or defects via firstname.lastname@example.org
However, prior to initiating communication please review the below information.
Receipt of damaged items
In the unlikely event that items are delivered damaged or with defects and there is no clear damage to the item from the courier company, you will be required to take photos of your items within 24 hours of receiving your goods. Photos are to be sent to email@example.com Upon receipt of the details we will investigate the matter. Should it be found that the items were sent to you in the condition shown upon receipt or such damage occurred in transit, Jenali will replace the items that you have ordered. If the items are not reported as damaged / defective within 24 hours of receiving them, we will not be able to refund or exchange your order. You will be required to return the damaged items to us, upon which a new order will be sent to you. You will not be permitted to keep the damaged items.
You will be required to state a clear reason for your request to return the item accompanied by a picture of your jewellery. Please communicate relevant information via email to firstname.lastname@example.org and we will guide you accordingly.
Please don’t return items to us with no explanation or prior communication. Jenali reserves the right to refuse items that are returned without prior notice / discussion or in a condition that is deemed as unacceptable. Items have to be in their original condition, as when they were handed over to the respected courier / shipping service. However, the Jenali packaging does not need to be intact. Items that are not personalised or mentioned as not eligible for return (please see below) must be new, unworn and undamaged to be considered for exchange.
How to return items
When returning items please package your jewellery in a well-padded envelope or small box and send it via a reputable courier service (shipping insurance is not required but it is recommended). We suggest using our courier partner, we are able to quote you and arrange for collection. Jenali is not responsible for loss or damage during the return shipping process. The expense of returns will be covered by the customer. Jewellery must be couriered to our address which will be provided upon request.
Not Eligible for Return
Earrings (even if not personalised) are not eligible for return or exchange due to hygiene reasons. All Personalised Items: Please be aware that you cannot return personalised items that have been custom made to your specific requirements unless they are damaged during the delivery process (visual proof will be required) or Jenali has made an error in the manufacturing process. Should that be the case we will review your query and investigate the matter further using our Quality Control information. Should Jenali have incorrectly personalised your item we will remake the item to the correct specifications at no cost to you. This will not be grounds for a refund.
Please note that any items ordered in the incorrect size / length or with spelling errors in the personalisation will incur a resizing / remake fee in conjunction with the relevant courier charges for the return and re-delivery of the item. It is important to ensure that you feel confident and clear on the sizing of the product you would like to order. If you order the incorrect size, we cannot be held liable. For ring sizing we highly recommend visiting your closest jewellery shop to clearly establish your ideal size and fit. Jenali does not guarantee any sizing personally done by customers. If you made an error on your order’s personalisation or sizing and only realise it once your order has been delivered, feel free to get in touch with us as soon as you receive it. We can quote you for a remake or resize which is at a reduced fee in order to accommodate the changes. In this instance you will return the incorrect item to us and are liable for all the courier fees associated with the return and re-delivery.
Incorrect item received
If you have received an item that is completely different to what you ordered it is necessary to contact us within 24 hours of receipt via email@example.com. We will guide you further and investigate what went wrong, whilst rectifying the matter. If the error is not reported to us we are unable to assist you or replace the order in the future.
We offer a resizing service and the fee is calculated per product. Jenali doesn’t recommend getting your jewellery resized at an alternative jeweller. Should you wish to go ahead and make use of another service, we will not be held liable for the outcome. Please contact us and we can guide and assist you through the resizing process.
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