60-Day Return & Exchange Policy

Physical Jewellery — 60-Day Return & Exchange Policy

Physical jewellery section updated: 23 September 2026. This section applies to physical jewellery only.

We want you to love every piece of IfShe jewellery. If an item isn't quite what you expected, eligible items can be returned or exchanged within 60 days of delivery. Please see the options below to find out which applies to you.

Every gemstone, crystal and agate we use is one of nature's originals, so no two pieces are exactly alike, and small natural variations are not a defect. Personalised pieces are made just for you, so they can be returned or exchanged only in the situations in section 1 (see sections 2 and 5).

1. Full-coverage returns and exchanges (we cover all costs)

Within 60 days of delivery, we will gladly replace the item or refund the full purchase price if:

• You received the wrong product or SKU.
• The item arrived damaged, misshapen or defective.
• The item delivered differs from what you ordered (style, colour, engraving, etc.).

This covers both personalised and non-personalised jewellery. We charge no postage, restocking or hidden fees. Replacements are sent by standard delivery.

2. Standard returns, exchanges and cancellations

Personalised pieces (engraving, photo, names or birthstones) — and all moss agate and moissanite pieces, because every stone is one of a kind and is treated in the same way:

• Once a personalised piece has been made, it cannot be returned or exchanged except for the reasons in section 1.
• If production has not started, you can cancel for a full refund.
• If production has started but the piece has not shipped, cancelling for personal reasons costs 50% of the item price.
• Moss agate and moissanite pieces can be cancelled for a full refund until they ship.
• Once an order has shipped, it cannot be cancelled or refunded for personal reasons.

Other, non-personalised pieces:

• You can cancel for a full refund at any time before your order ships.
• After it has shipped, if you change your mind, contact us within 60 days of delivery to request a return. Please send the item back complete and unworn, with all its original packaging; the return postage is paid by you. Once we have checked that the item is undamaged, we refund 80% of the item price (shipping charges are not refunded). The 20% covers handling and loss in value.
• Prefer a different size or design? Exchanges carry no 20% deduction; you only pay the shipping costs.
• Choosing a ring size, chain length or metal colour does not make an item personalised.

3. Situations not covered

We are unable to accept returns or exchanges when:

• The item has been exposed to corrosive substances or harsh chemicals (for example liquid silver polish, chlorine, hot tubs or spas).
• The item has been damaged by misuse, accidental impact, or improper storage or care.
• Silver has oxidised or dulled normally over time (easily removed with the enclosed polishing cloth).

4. How to request a return or exchange

1. Email cs@ifshe.com with your order number. For a quality problem, please include clear photos. We normally reply within one business day.
2. Follow our Customer Care team's instructions and send the item to the return address we provide. We recommend using a tracked service.
3. We process returns within 3 business days of arrival. Refunds go back to your original payment method; depending on your bank or card issuer, they usually arrive within 7–10 business days.

5. Cancellations and special cases

• Personalised pieces: made just for you, so they can be returned or refunded only for the reasons in section 1. Cancellations follow the stages in section 2.
• Lost or mis-delivered parcels: if the carrier loses or mis-delivers a parcel sent to the correct address, we send a free replacement by standard delivery.
• Incorrect address entered by the customer: replacement items and any extra postage are the customer's responsibility. If a parcel is returned to us because of an incorrect address, it cannot be refunded.
• Replacement orders are always sent by standard delivery.

The terms that applied when you placed your order continue to apply to that order.

IfShe Jewelry Co., Limited reserves the right to amend this policy at any time; updates are always published on this page. Questions? Our Customer Care team is happy to help at cs@ifshe.com.