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Mayaani Jewellery is committed to ensuring you are provided with exceptional customer service whether you are purchasing a bespoke item or have concerns that mean you wish to pursue a refund or exchange. Let's get you shopping with confidence! All of the information you require has been provided below, however, should you require any further information or assistance please feel free to get in touch. Email Mayaani.Jewellery@gmail.com with your query and you will receive a response within 3 business working days (excluding weekends).

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Online Boutique Items

What do I do if I want to return

A request for a full refund or exchange for any items purchased from Mayaani Jewellery’s Online Boutique must be made within 7 days of receipt of your order and the following actions must be taken:

• You (the client) must email Mayaani Jewellery with a request for a refund/ exchange within 7 calendar days of the receipt of your order (excluding requests relating to earrings or jewellery for piercings/ piercing sites)

• You (the client) are initially responsible for paying for any shipping charges incurred when pursuing a refund or exchange. Kindly note you will be reimbursed for any shipping charges incurred once the items you are returning have been received successfully by us (Mayaani Jewellery)

• You (the client) must ensure the original item(s) is/are returned in their original condition with the original packaging and the relevant invoice attached. You must return the item(s) within 7 days of your receipt of the email we will send you asking you to ship the items back to us. We ask you to kindly keep hold of proof of posting and to email this to us so that we can reimburse you for the cost of shipping items back to us.

• Mayaani Jewellery cannot accept liability for any items which have been returned but have not been received by Mayaani Jewellery. Therefore, we kindly encourage you (the client) to return items via a method that provides the ability to track and trace a package. You (the client) are encouraged to obtain and retain proof of posting when returning an item to us. You will be required to provide this to pursue a refund for the postal charges you have incurred

• Any money refunded to you (the client) will be refunded using whichever payment method was used to complete the initial purchase of your order

• Owing to reasons relating to health and hygiene, Mayaani Jewellery is unable to process a refund or exchange in relation to earrings or any jewellery that is worn at the site of a piercing. However we encourage you to get in touch to see what we might be able to do to support you with any issues you might have

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If you (the client) have purchased a jewellery set which includes earrings, kindly note the earrings in this set are non-returnable. The refund you (the client) will receive will be less the cost of the jewellery set (in other words the value of the earrings will be deducted from the cost of the jewellery set before you are refunded). You will receive an email to advise you of the cost of the earrings. Kindly note items purchased as a jewellery set are typically more competitively priced compared to individual items.

Returned items will be inspected to ensure the validity of your claim.

All refunds will be processed within 10 working days of receipt of the returned items. 

All exchanges will be processed within 10 working days of receipt of the returned items.

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What if my item is faulty?

If the item received is damaged or faulty, you (the client) must email Mayaani Jewellery with photographs attached (good quality, clearly displaying faults) within 7 calendar days of receipt of the purchased item. You will receive an email advising you on how we can proceed (typically with the offer of repair, replacement, an exchange or a full refund).

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What if I want to exchange?

If you (the client) wish to exchange the item you ordered, for a new item (excluding earrings):

• You (the client) must email Mayaani Jewellery with a request for an exchange within 7 calendar days of the receipt of the original item

• You (the client) must include details of the new item you wish to exchange the original item for

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If the new item which is requested is more expensive than the original item, Mayaani Jewellery will contact you (the client) regarding payment of any outstanding balance before shipping the new item out to you. Kindly note your original item will need to be received by Mayaani Jewellery for inspection before your new item is shipped out to you. Conversely if the new item requested is lower in value compared to the original item ordered, following an inspection of the original returned item, Mayaani Jewellery will refund the difference between the cost of the two items to the payment method used at the time of purchase.

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If the new item requested is cheaper than the original item ordered and, the value of the new item falls below the threshold for free shipping, Mayaani Jewellery will deduct the cost of shipping from the difference in value between the original item and the new item, and refund the difference using the payment method used to process the initial purchase transaction.

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Bespoke / Made to Order Items

Owing to the made to order nature of any and all bespoke items, regrettably Mayaani Jewellery is unable to offer a refund or exchange on any bespoke pieces that have been purchased by a client. We are confident you can appreciate bespoke items are special order items created specifically for you and as such are difficult to resell therefore, we are unable to process a refund or exchange on these items.

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However if for any reason you receive your bespoke jewellery piece(s) and there is an issue such as an alteration you require, a faulty or defective part or a fitting issue:

• You are encouraged to email mayaani.jewellery@gmail.com with your order invoice reference number and details such as your name and the shipping address to discuss the issue(s) you are facing

• Your satisfaction is important and we will work with you to resolve any issues you have. Kindly note if you are requesting an alteration there may be a potential charge incurred for the cost of materials and labour involved depending on the extent of the alteration you are requesting. You will be required to cover the cost of shipping charges for returning items for alterations to be made however, once altered the item(s) will be shipped back out to you FREE of charge.

• In the event your item is defective or faulty kindly note you will be reimbursed for the cost of shipping the item back to Mayaani Jewellery and the item will be repaired to your satisfaction before being shipped out to you FREE of charge