Damages and issues:
Inspect your order upon receipt and contact us immediately with clear photos [joy@ayanajade.com] if the item(s) is damaged or if you received the wrong item(s) so that we can evaluate the issue and make it right.

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Returns and Refunds:

Our return and refund policy is 14 days, only for damaged items and only made to the card used to purchase the jewellery. Banks may take up to 10 working days to make credit/debit card refunds. We do not accept liability for the length of time a bank may take to process refunds.

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We do not accept returns or process refunds on earrings if the hygiene seal has been tampered with. To be eligible for a return, your item (s) must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging with the receipt or proof of purchase.

 

Once we have a safe receipt of the jewellery item, it will be inspected to confirm that the returned item(s) has not been worn or damaged by wear. We do not accept returns on jewellery that have been worn or show any slight signs of wear.

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We do not accept returns or process refunds on any personalised, sale or bespoke items unless the product(s) were damaged, defective or faulty when delivered to you or have been incorrectly delivered.

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To start the return process, contact us at [joy@ayanajade.com]. Once we have accepted your request, we will give you instructions on where to send it and issue you a full refund. Items returned without following the returns process will not be accepted.

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 24 hours of receipt of delivery. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Exchanges:
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Shipping and delivery:

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Shipping costs for returns won’t be refunded.

We offer free shipping within the UK.

 

All items must be signed for. We will provide the tracking numbers once they are available and the shipment has been made. Once the order is shipped, a notification will be sent to the email address you provided at the time of purchase. It will have a tracking number so that you can trace your order to your door.

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Import Tax and Customs:

Please note that any extra costs related to import/customs tax are the responsibility of the buyer. Please check your own state’s policy on importing goods, as we cannot provide this for you.

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Delays:

We are not responsible for delays in shipping or delivery due to natural or uncontrollable events. We are not responsible for delays related to the courier itself (such as customs clearance) as we do not have control over these delays. Transit time does not include Saturdays, Sundays, or Holidays.

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Wrong Delivery Address:

We will not take charge, or make returns for lost or undelivered packages with wrong shipping addresses; please be sure to provide correct and accurate shipping addresses at the time of purchase.

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Undelivered Packages:

If at the time of delivery, the customer is not at the delivery address or if it is not possible to deliver the package to any person in charge, the product will be returned to the corresponding post office and the customer must pick it up from there.

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Secure Delivery Address:

It is the customer’s responsibility to provide a secure delivery address, for example, your home or place of employment. We are not responsible for lost or stolen parcels if the customer’s address is wrongly provided.

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Shipping completed:

Each delivery is considered completed from the moment we make the product available to the buyer, through the control system used by the courier company.

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Payments: 

Accepted Payment Methods: Master Card, PayPal, Visa Card.

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Your Payment Information:

Your Visa card number isn't accessible to us. When your purchase is completed, we are only ready to see your billing information, shipping information, order details and thus the last 4 digits of your Visa card.