Refund policy

1. Return & Exchange Policy

Bespoke (Custom-Made) Pieces:

  • No Right of Withdrawal: Due to their personalised nature, bespoke jewellery cannot be returned for a change of mind. Custom orders are final once production has begun.
  • Faults & Misdescription: If there's a fault or the piece is not as described, please contact us within 14 days of receiving your order. We will repair, replace, or provide a partial refund if repair or replacement is not feasible.

Ready-to-Wear Pieces:

  • 14-Day Right of Withdrawal: You have 14 days from the date you receive your order to return ready-to-wear items for any reason, provided they are in their original condition with all tags attached.
  • Return Shipping: You are responsible for the cost of return shipping unless the item is faulty or misdescribed.
  • Refund: We will process your refund within 14 days of receiving the returned item.

For Both Bespoke and Ready-to-Wear:

  • Faulty Items: If your jewellery arrives damaged or with defects, please notify us immediately. We will arrange for a repair, replacement, or refund, according to your preference and the nature of the fault.
  • Exclusions:
    • Items worn, altered, or damaged after receipt cannot be returned or exchanged.
    • Earrings and custom engraved pieces are not returnable due to hygiene and personalisation respectively.

How to Return:

To initiate an exchange, please contact us at help@halusstories.com within 3 days of receiving the item. Returned items must be in their original condition and packaging. Customers are responsible for return shipping. Provide your order number and details of the issue.

2. Warranty & Craftsmanship

We stand by the quality of our handmade jewellery and strive to provide durable, well-crafted pieces.

We offer a 6-month warranty against defects in materials or craftsmanship. This warranty does not cover normal wear and tear, misuse, or accidental damage.

If you notice any issues with your jewellery due to craftsmanship defects within this period, please contact us at help@halusstories.com to arrange for a repair or replacement, subject to evaluation.