PAYMENT
We accept payment by PayPal, all Major Credit/Debit Cards, and TT Bank Transfer.
Please note that your order will not be shipped until we have received payment confirmation. For PayPal and Credit/Debit Card, it usually is instantaneous, but it can take up to 5 working days for Bank Transfer.
RETURNS
We accept claims only for manufacturing defects, or for items that are damaged, wrong, or missing in transit. We do not accept change-of-mind returns, or returns because you ordered the wrong size, colour, or style, or no longer want the item.
Custom, OEM, engraved, and clearance items are sold as final sale, except for a confirmed manufacturing defect or because a custom or OEM item does not match the approved specification. Earrings cannot be returned for hygiene reasons, except for a confirmed manufacturing defect or because they were damaged, wrong, or missing in transit.
RECEIVED A FAULTY, DAMAGED, WRONG, OR MISSING PRODUCT?
All of our jewelry goes through a quality-control check before it is dispatched to you. Please inspect the goods immediately upon unboxing. If you find a manufacturing defect, or an item that is damaged, wrong, or missing in transit, email us at sales@theochicjewelry.com within 48 hours of delivery, as shown by the carrier’s tracking.
Your email must include your order number, an unboxing video that starts with the package still sealed and shows the package being opened and the items inside, and clear photos of the issue. We cannot accept a claim without this evidence. We will respond within 2 working days.
The following are not covered: minor variations in handmade or plated finish; color differences from product photos; tarnish or wear after use; damage from improper care, water, or perfume; and a wrong size chosen by you.
RETURNS PROCEDURE
Inspect the goods immediately upon unboxing, and email us at sales@theochicjewelry.com within 48 hours of delivery (per tracking) with your order number, the sealed-package unboxing video, and clear photos. We will respond within 2 working days.
After we inspect the claim (and, if we ask for it, the returned item), we decide the remedy. We will usually offer a replacement of the affected item first. If a replacement is not available, we will refund the price of the affected items only, to your original payment method. If only some items in a bulk or mixed order are affected, we will deal with those items only.
We may ask you to return the item before we replace it or issue a refund. If we do, we will give you the return address, and the item must be unused, unworn, and in its original packaging with tags, except where a defect or transit damage makes that impossible. We pay return shipping only for a confirmed manufacturing defect, or for an item that was damaged, wrong, or missing in transit. Please do not send a return to an address we have not given you for that order.
REFUNDS
- After inspection, we decide the remedy. A replacement is offered first. If a replacement is not available, we refund the price of the affected items only, to your original payment method. We do not refund the remainder of the order, or the original shipping cost, unless we agree otherwise in writing.
- Defects, damage, wrong items, or shortages in part of a bulk or mixed order are handled per item.
- We will not refund import taxes, duties, or other charges paid to customs or to a carrier in the destination country, because we do not collect those charges.
- We aim to issue a replacement or refund within 3 working days after we confirm the claim, or, if we asked you to return the item, within 3 working days after we receive and inspect it.
- If a refund brings the merchandise total of an order below a volume-discount threshold, the discount may be recalculated and the refund adjusted accordingly.
- If a product is returned in a way that does not follow this policy, or if we cannot confirm a manufacturing defect or a transit problem, we may decline a replacement or refund.
- There is no restocking fee, because change-of-mind returns are not accepted.
- Please contact us and allow us to handle a claim before you open a chargeback or a PayPal or other payment dispute. If you open a dispute without contacting us first, we may suspend or close your account.
