SYLVIE GIANELLA JEWELLERY

RETURNS & REFUNDS

Bespoke & Custom Orders

All bespoke commissions and custom-made pieces are made to order specifically for you. These pieces are non-returnable and non-refundable unless they arrive damaged or faulty. Please ensure all details, sizing and specifications are confirmed before placing a custom order.

Standard Pieces — EU & UK Customers

In accordance with EU and UK consumer law, you have 14 days from the date you receive your order to notify us that you wish to return a standard (non-custom) piece. You then have a further 14 days to return the item to us.

To be eligible for a return the piece must be unworn, undamaged and in its original packaging including the silk ribbon and box.

Return shipping costs are the responsibility of the customer. We strongly recommend using a tracked and insured service as we cannot be held responsible for items lost or damaged in transit.

Once we receive and inspect the returned item, we will process your refund within 14 days. Refunds are made to the original payment method only.

Standard Pieces — International Customers (USA, Australia & Rest of World)

We do not accept returns or exchanges for change-of-mind purchases from customers outside the EU and UK. Please read all product descriptions carefully and contact us with any questions before placing your order.

Faulty or Damaged Items

If your piece arrives damaged, faulty or significantly different from how it was described, we will offer a full repair, replacement or refund regardless of where you are in the world. Please contact us within 7 days of receiving your order at hello@sylviegianella.com with your order number and photographs of the issue.

How to Start a Return

Email hello@sylviegianella.com with your order number and reason for return before sending anything back. Returns sent without prior notification will not be accepted.

Exchanges

We do not offer direct exchanges. If you would like a different piece, please return your original order (where eligible) and place a new order.

Worth getting a Spanish consumer law solicitor to glance over it before publishing — particularly the EU cooling-off wording — but this is a solid, legally-informed starting point that protects her as much as the law allows.