Refund policy

We take great pride in the craftsmanship of our pieces. If you are not fully satisfied, we offer returns under the following guidelines:

Eligibility

  • Return requests must be made within 7 days of delivery.
  • Items must be unworn, unused, undamaged, and returned in their original condition and packaging.
  • A proof of purchase is required.
  • Custom sizes, or personalized designs may not be eligible for return unless defective.

Condition Requirements

  • Due to the handmade nature of our work, items showing signs of wear, resizing, scratching, or alteration will not be accepted.
  • Sale items are final and can not be returned.
  • All returned items must be in their original condition - unused, unaltered, and undamaged.
  • Returns must include all original tags and packaging.

Return Shipping

Customers are responsible for return shipping costs and any applicable customs fees.

We recommend using a trackable, insured shipping service, as we cannot be held responsible for lost return parcels.

Packaging

Every order arrives in our signature packaging, designed to protect your piece and offer an elevated unboxing experience.

Faulty or Incorrect Items

In the rare event that you receive a defective or incorrect item, please contact us within 48 hours of delivery with photos, and we will assist you promptly.

 

 

Damages and issues 


Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

 
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

 
Not with standing the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds Shipping costs are non-refundable.

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 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at watergold.studio@gmail.com.