Refund policy
↩️ Returns & Refunds ↩️
We pour a lot of heart into every piece we create, so we’re always a little sad to hear you’re thinking about a return. That said, we absolutely stand by the quality of our jewellery, and want you to feel confident in your purchase.🧡 We offer a 30-day return policy from the date of purchase, which means you have 30 days after receiving your item to request a return—this policy does not apply to earrings or customised pieces.
To be eligible for a return, your item must be in the same condition that you received it— unworn, unused, and in the original packaging. This includes all accompanying elements from your parcel upon receipt of package such as stickers, polishing cloths, thank you cards, gift box, pouches, and backing cards, which must also be returned undamaged. Don’t forget to include your receipt or proof of purchase so we can process your return smoothly.🌈
To begin a return, please first email us at hello.purringembersstudio@gmail.com. If your return is approved, we’ll pop you an email with details on how and where to send back your package to us.🌷 Once you send your return parcel, it is the sender's (you) responsibility until it safely arrives to us. At Purring Embers Studio, we are not and cannot be responsible for any loss, damage, or delays caused by your chosen courier along the way.
📝 Please note: The customer (you) is responsible for all costs incurred when returning an item. All items sent back to us without first contacting us won’t be accepted. We reserve the right to decline any request for a refund, exchange, and cancellation for any reason. For any questions or concerns, feel free to email us at hello.purringembersstudio@gmail.com — we’re always here to help!
💸 Refunds 💸
Once we’ve received and carefully checked your return, we’ll get in touch via email to let you know if your refund has been approved.💯 If all looks good, we’ll process the refund back to your original payment method within 10–14 business days. Please remember, your bank or card provider might take a little extra time to show the refund in your account.💳 If it’s been over 15 business days since we gave the green light, please check in with your bank or card company.
⇄ Exchanges ⇄
Received the wrong item? Missing something from your order? Please get in touch at hello.purringembersstudio@gmail.com within 48 hours of delivery, and we’ll make it right! The quickest way to get the item you’re after is to return your current piece (once approved) and place a new order separately.✨ Please take note that custom pieces are not eligible for exchanges, returns, or refunds, as they’re specially made just for you.❤️
🥀 Exceptions / Non-Returnable Items 🥀
Some items cannot be returned. Due to hygiene reasons, earrings are non-refundable. The same goes for custom pieces, sale items, and gift cards, which are all lovingly made or priced as final sale.💙 We're also unable to accept returns for items damaged in transit, as shipping is not within our control. If you’re ever unsure or have questions about your order, don’t hesitate to reach out — we're always here to help!💌
🔨 Damages & Issues 🔨
We pack your unique, made-to-order pieces with lots of care (and extra padding!) to make sure they arrive safe and sound, but once it leaves our studio, it’s out of our paws!🐾 So please take a moment to inspect your order upon arrival. We are not responsible for any breakage that occurs in transit. Please note that damages during shipping are not eligible for returns, refunds, or exchanges. However, your happiness is important to us so should your item arrive damaged, please contact us at hello.purringembersstudio@gmail.com immediately (within 48 hours), so that we can find the best solution for you.🌟
❌ Order Cancellations ❌
We are able to cancel your order as long as work on your piece hasn’t started yet. If you’d like to cancel your order, please reach out to us as soon as possible (ideally within 24 hours upon checkout). Once we’ve begun crafting your piece—specifically, once glass has been melted—we’re no longer able to accommodate cancellations. This is because raw glass materials are costly, and some colours are rare or difficult to restock. We appreciate your understanding and support of our slow, handmade process. Every piece is made with care, and your patience means the world to us!🌸
⚠️ Product Safety Notice ⚠️
Our jewellery is designed with love, for responsible wear by adults only. Some pieces contain small parts that may pose choking or safety hazards to young children. Please keep all items out of reach of children and use them only as intended—as jewellery, not toys. If you have metal sensitivities or allergies, we recommend reviewing the product descriptions carefully before ordering. If you’re unsure whether a particular piece is safe for you or someone else, it’s best to err on the side of caution and refrain from purchasing. Your safety is important to us, and we want your experience with our jewellery to be nothing but joyful and worry-free.✨
🎀 Customer Obligation 🎀
Each piece is handmade with heaps of love, time, and care💫 — and we trust our wonderful customers to respect that. We kindly ask that our refund policy is used in good faith, so we can keep creating the special jewellery you adore. Thank you for understanding and supporting my small business!❤️