Refund policy
Our Commitment to You
At SIMAE, we take pride in the care and precision that goes into our handcrafted jewellery. Because every piece is specially made to order, our return and exchange policies are designed to reflect the custom nature of our work.
1. Exchanges
We want you to truly love your SIMAE jewellery. While the made-to-order nature of our business means we cannot offer refunds for a change of mind, we are always happy to explore exchange options whenever possible.
To discuss your options, please reach out to our team within 14 days of receiving your package to discuss your situation, and we will do our absolute best to find a workable solution.
Please note: Fully bespoke pieces and jewellery customised specifically to your specifications are final sale and cannot be exchanged.
2. Damaged or Faulty Items
We stand by the quality of our craftsmanship. In the rare event that your jewellery arrives damaged or faulty, we will gladly offer a repair, a replacement, or a full refund. If you believe there is an issue with your piece, please follow these steps:
- Contact us within 14 days of receiving your package to discuss.
- Include your original order number, a brief explanation of the defect, and clear, well-lit photos of the issue.
- Our team will review your request and reply promptly with the next steps.
3. Return Conditions
For verified faulty or incorrect orders, SIMAE will gladly cover reasonable return postage costs. For an item to be accepted for a return or an exchange, it must be returned in its original, unworn condition and safely secured inside its original packaging.
We highly recommend using a trackable shipping service, as we cannot process returns or exchanges for lost packages.
Approved refunds will be processed back to the original method of payment and may take 10 business days to appear on your statement.
4. Jewellery Care: Repairs and Repolishing
Fine jewellery is designed to be loved and worn, which means natural wear and tear is perfectly normal over time. To help your pieces look as pristine as the day you bought them, we offer professional repair and repolishing services.
Depending on the level of work required, this service may incur an additional fee. To get started, please contact us at info@simaejewellery.com with a description of the piece and a few current photos. We will evaluate the item and provide you with a custom quote and an estimated turnaround time.