Return & Exchange

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Thank you for choosing Koella Jewelry. Your satisfaction is our top priority, and we are committed to ensuring you have a seamless shopping experience. If, for any reason, you are not completely satisfied with your purchase, please contact us within 30 days of receiving your order. We are here to assist you with returning or exchanging unused items in their original condition, allowing you to shop with confidence and peace of mind.
Eligibility for Returns & Exchanges

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To qualify for a return or exchange, the following conditions must be met:
1.Time Frame:

Initiate your return or exchange within 30 calendar days of receiving your order. Requests made after this period will not be accepted.
2.Condition of Items:

●Items must be unworn, unused, and in their original condition.

●All original packaging, tags, seals, and labels must be intact.

●Items must not have been resized, altered, or engraved.
3.Exclusions:

The following items cannot be returned or exchanged:

●Custom-made, personalized, or engraved jewelry.

●Earrings (due to hygiene reasons).

●Sale or clearance items.

●Items that show signs of wear, damage, or alteration.
4.Damaged or Defective Items:

If you receive a damaged or defective item, please refer to the "Damaged or Defective Items" section below for further instructions.
5.Authorization Required:

All returns or exchanges must be pre-authorized by our customer service team. Unauthorized returns will not be accepted.
6.Return Shipping:

Use a trackable shipping method for returns or exchanges. Packages sent without tracking cannot be processed.
7.Promotional Gifts:

If a promotional gift was included with your purchase, it must be returned in its original condition. If the gift is not returned, its retail value will be deducted from your refund.
Note:

Do not return items to the address on the original package, as it is not our designated return address. Doing so may result in delays.

How to Return or Exchange

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1.Initiate a Request:

Contact us at support@koellajewelry.com within 30 days of receiving your order.

Provide:

●Your order number.

●A brief explanation for the return or exchange (e.g., size issue, wrong item).

●Photos of the item, if it is damaged or defective.

Authorization:

Our team will review your request and, if eligible, issue a return authorization along with detailed instructions.
2.Ship Your Item:

Pack the item securely in its original packaging and send it using a trackable shipping method. Ensure you include the return authorization inside the package.
3.Processing:

Once we receive your return, please allow 4-8 business days for inspection and processing. You will receive an email notification once the process is complete.

Refund Policy

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1.Eligibility for Refunds:

Refunds are available if:

●The return request has been authorized.

●The item is returned in its original, unused condition.
2.Refund Methods:

Refunds can be issued to your original payment method or as store credit (gift card).

Refunds to the original payment method require prior authorization from customer service.
3.Processing Time:

Refunds may take 3-6 business days to reflect, depending on your payment provider.
4.Partial Refunds:

Items returned in less-than-original condition (e.g., missing tags, visible signs of wear) may be eligible for a partial refund or may be rejected.

Exchange Policy

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1.Exchange Process:

To exchange an item, follow the same steps as for returns. A new order can be placed for the replacement item using your refund or store credit.
2.Shipping Fees for Exchanges:

If the exchange is due to an error on our part (e.g., defective or incorrect item), we will cover the shipping costs.

For exchanges due to personal preference, a $10 shipping fee will apply.
3.Stock Availability:

Exchanges depend on stock availability. If the desired item is out of stock, a refund or store credit will be provided.

Damaged or Defective Items

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1.Reporting Issues:

If your item arrives damaged or defective, contact us at support@koellajewelry.com within 7 days of receiving your order.

Include:

●Your order number.

●A detailed description of the issue.

●Clear photos of the damaged or defective item.
2.Resolution Options:

●A replacement will be sent (subject to availability).

●A full refund, including return shipping costs, will be provided.

Note: Damage caused by regular wear and tear or misuse is not covered under this policy.

Non-Refundable Items

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●Items without original tags, that show signs of wear or have been altered, are non-refundable.

●Custom or special-order items cannot be returned or exchanged.

●Clearance or sale items are final sale and not eligible for returns or exchanges.

Shipping Costs & Reimbursement

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1.Non-Refundable Fees:

Shipping fees paid during your purchase are non-refundable unless the return is due to our error or a defective product.
2.Return Shipping:

●If the return is due to our error (e.g., incorrect or defective item), we will reimburse return shipping costs (up to $10) as store credit.

●For personal preference returns, the customer is responsible for shipping costs.

Contact Information

For assistance with returns, exchanges, or any questions, please contact us:
Email

support@koellajewelry.com

We appreciate your trust in Koella Jewelry and are here to make your shopping experience exceptional!