Returns & Exchanges

1. Return & Exchange Eligibility

Demi-Fine 18K Gold-Plated Jewellery

Returns and exchanges are available for eligible demi-fine jewellery within 3 days of delivery, subject to the conditions outlined below.

Handmade Real-Flower Jewellery

Returns and exchanges are available for eligible handmade real-flower jewellery within 3 days of delivery, subject to the conditions outlined below.

Custom-Made Jewellery

As custom-made jewellery is created specifically according to your requirements, we do not accept returns or exchanges for custom-made orders due to a change of mind, preference, or personal reasons.

This restriction does not apply where a return, refund, replacement, or other remedy is required by applicable law, including for defective, damaged, or incorrectly supplied products.

2. Conditions for Returns & Exchanges

To qualify for an eligible return or exchange, the item must generally:

• Be unused and unworn.
• Be returned in its original condition and packaging.
• Include all original components and accessories.
• Be accompanied by the order number or proof of purchase.
• Be reported to ISIRA within 3 days of delivery.

Items that have been worn, altered, damaged after delivery, or returned incomplete may not qualify for a voluntary return or exchange, subject to applicable consumer rights.

3. Damaged, Defective, or Incorrect Items

If you receive jewellery that is damaged, defective, or different from what you ordered, please contact us as soon as possible, preferably within 24 hours of delivery.

Please provide your order number, a brief description of the issue, and clear photographs or a video showing the product and packaging where relevant.

We will review your request and arrange an appropriate remedy, which may include a replacement, repair, refund, or another remedy required by applicable law.

The 24-hour reporting request does not limit any statutory rights you may have.

4. Refund Policy

Refunds are available for approved returns of eligible demi-fine and real-flower jewellery, subject to our return conditions and applicable law.

Once an authorised return has been received and inspected, we will notify you of the outcome. Approved refunds will generally be initiated within 5–10 business days, or sooner where required by law.

Refunds will ordinarily be processed through the original payment method where feasible.

For custom-made jewellery, change-of-mind refunds are not available under our standard policy. However, applicable legal rights and remedies for defective, damaged, or incorrectly supplied products remain unaffected.

5. Exchange Policy

Eligible demi-fine and real-flower jewellery may be exchanged within 3 days of delivery, subject to product availability and approval.

If the requested replacement item is unavailable, we will contact you to discuss an appropriate alternative or another applicable remedy.

Custom-made jewellery cannot be exchanged for a different design or specification due to a change of mind. This restriction does not affect any remedy required by law.

6. Return Shipping Charges

For approved change-of-mind returns or exchanges, the customer is responsible for return shipping costs where permitted by law and disclosed before purchase.

If a product is confirmed to be defective, damaged on arrival, or incorrectly supplied, ISIRA will arrange or cover reasonable return shipping costs as required by applicable law.

For international orders, please contact us before sending a product back so that we can provide the correct return instructions.

7. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Cancellation may be possible before processing, production, or dispatch begins. Custom-made orders that have already entered production may not qualify for cancellation due to a change of mind, where permitted by law.

Any mandatory cancellation or withdrawal rights remain unaffected.

8. How to Request a Return or Exchange

To request a return, exchange, or refund:

1. Contact us within 3 days of delivery.
2. Provide your order number and reason for the request.
3. Include photographs or videos if the item is damaged, defective, or incorrect.
4. Wait for our approval and return instructions before shipping the item back.

For website orders, contact us by email. For Etsy orders, please contact us through Etsy Messages so that your request remains linked to your order.