Refund policy
At Cieyu, every piece is handcrafted with intention, care, and timeless craftsmanship. Because each creation is individually made by hand, subtle variations in texture, finish, or stone placement may naturally occur, making every piece uniquely its own.
We hope your jewelry feels as special to wear as it was to create. If you wish to return or exchange your order, we are here to make the process thoughtful, clear, and seamless.
Request a return within 14 days of delivery.
Items must be unworn, unused, and in original packaging.
Available for eligible pieces, subject to availability.
Email us at [email protected].
Return Window
You may request a return within 14 days of receiving your order.
Once your return request has been approved, the item must be returned within 14 days thereafter.
To begin a return, please contact us at [email protected] with your order number and the item or items you wish to return.
Return Eligibility
To be eligible for a return, items must be returned:
✧Unworn and unused
✧In their original condition
✧With all original packaging, pouches, and accompanying materials
✧With all security tags intact, where applicable
✧Within the return period
Jewelry may be carefully inspected as you would in a boutique setting. Items showing signs of wear, scratches, damage, perfume exposure, alteration, or handling beyond normal inspection may not qualify for a refund.
As each Cieyu piece is handmade, slight natural variations are part of the character and craftsmanship of the jewelry and are not considered defects.
Non-Returnable Items
Certain pieces cannot be returned or exchanged due to their bespoke or hygiene-sensitive nature.
This includes:
✧Personalized or engraved jewelry
✧Custom-made pieces
✧Earrings that have been worn or tried on after delivery
✧Gift cards
✧Items marked as final sale, where applicable
For hygiene reasons, earrings cannot be returned once worn or tried on after delivery.
Unworn necklaces, bracelets, and rings may be returned provided they meet the return conditions outlined above.
Returning Your Order
To request a return, please email [email protected] and include:
✧Your order number
✧The item or items you wish to return
✧A short reason for your return
Once your return request has been approved, we will provide detailed return instructions.
For your peace of mind, we recommend using a tracked and insured shipping service when returning valuable items.
Return Shipping Responsibility
Unless an item is faulty or incorrectly delivered, return shipping costs are the responsibility of the customer.
Returned items remain the responsibility of the sender until they are safely received by Cieyu. Unfortunately, we cannot accept responsibility for items lost or damaged during return transit.
Inspection & Approval
All returned pieces are carefully inspected upon arrival.
Once approved, your refund or exchange will be processed. If a return does not meet our return conditions, we reserve the right to decline the return and return the item to the sender.
Refunds
Approved refunds will be issued to the original payment method used at checkout.
Refunds are processed within 14 days after we receive your return or proof that the item has been shipped back to us.
If you return your full order under your right of withdrawal, we will refund the standard delivery cost. Additional paid shipping upgrades, return shipping costs, and partial-order shipping fees may not be refundable.
Refunds will reflect the amount paid at checkout, including any discounts applied at the time of purchase.
Exchanges
We are happy to offer exchanges for eligible pieces, subject to availability.
If you wish to exchange your jewelry for another style, size, or variation, please contact us and our team will gladly assist you.
Please note that personalized pieces, resized rings, engraved items, custom-made pieces, and earrings that have been worn or tried on are not eligible for exchange.
Faulty or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at [email protected].
Please include:
✧Your order number
✧A clear photo of the item and packaging
✧A short description of the issue
We will carefully review the issue and work towards an appropriate solution, whether through repair, replacement, or refund.
Damaged Deliveries
If your parcel arrives visibly damaged, we kindly ask you to:
✧Photograph the parcel before opening
✧Keep all original packaging materials
✧Contact us as soon as possible after delivery
This allows us to assist you efficiently and initiate any necessary shipping investigation.
International Returns
Customers outside the Netherlands are responsible for any return shipping fees, customs charges, or import duties associated with their return.
Delivery times for international returns may vary depending on local customs and shipping carriers.
Store Credit
If preferred, you may choose to receive store credit instead of a refund for eligible returns.
Store credit is valid for 12 months from the date of issue.
Refused Returns
We reserve the right to refuse returns that:
✧Show signs of wear or use
✧Are damaged, altered, or incomplete
✧Are returned without original packaging
✧Have missing accessories, pouches, or accompanying materials
✧Have removed or damaged security tags, where applicable
✧Fall outside the return period
✧Belong to the non-returnable categories listed above
Questions?
If you have any questions about returns, exchanges, or your order, please contact us at [email protected]. We are always happy to help.
Thank you for choosing Cieyu. Every piece is created with care, intended to be worn and loved for years to come.