Refund policy

For most items, in the unlikely situation that your product is faulty, you can send it back to us for a refund or item exchange within 30 days of receiving it.

Return shipping reimbursement is not available for this.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
IMPORTANT: Please contact us prior to returning items and obtain a RMA number (Return Merchandise Authorization Number). Include this number on the shipping label.

Several types of goods are exempt from being returned.

Additional non-returnable items:
* Gift cards
* Customised Jewellery 

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 1-3 business days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us by using our contact form.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Bespoke Jewellery and deposits
Deposits for customised items and bespoke jewellery can not be refunded once work has commenced in good faith of completing the order. 

Exchanges (if applicable)
Exchanges will have to be evaluated on an individual basis. Please email us at ossuaetacroamata @ icloud.com and we will take care of your order.

Once we receive a clear an image of the damage/ fault, we will organize a replacement.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

Shipping Returns:
To return your product, you must contact us in the first instance at ossuaetacroamata @ icloud.com. We will provide you with a RMA# and the address where to send the goods you wish to return.

*You will be responsible for paying for your own shipping costs for returning your item.

Please note: Shipping costs are non-refundable. If you receive a refund, the cost of shipping if applicable will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

*Please note international orders may be subject to import taxes, customs duties and fees levied by your country’s customs department upon arrival. The recipient of the order is the importer of record and is responsible for all import fees, as well as complying with all laws and regulations of the destination country. OSSUA et ACROAMATA ltd does not collect duties and taxes and cannot provide any  information on the cost of duty and taxes. Customs policies differ from country to country; if you have any questions, please contact your local customs office for more information.