Returns & Exchanges
Returns & Exchanges Policy
Our jewellery and keepsakes are completely customised for you and unfortunately ineligible for exchange, refund or store credit. We do not accept exchanges or returns simply because you have changed your mind. Please consider this prior to placing your order. If you decide you no longer wish to proceed with your order once a proof has been sent, a 50% refund will be issued. Where fabrication of jewellery or keepsakes has commenced, no refund will be given.
We recommend measuring the desired length before placing an order for a necklace or bracelet. To determine the perfect fit, simply wrap a piece of string around your neck for necklaces, or your wrist for bracelets, and adjust it to your preferred length. For bracelets, ensure there is a comfortable gap by placing your index finger underneath the string. Please be aware that we do not accept returns for changes in length after purchase.
Do not hesitate to contact us with any questions you might have about the product prior to purchasing it.
Most importantly if you are not satisfied with your purchase, please contact us and we will work with you to ensure you are 100% satisfied.
Order Cancellations
You can request a cancellation within 24 hours of placing your order IF we have not already commenced drawing the artwork for you to proof.
In the event that work on your jewellery or keepsake has commenced within the first 24 hours of being ordered, a 50% refund will be issued.
Damaged or Faulty Goods
In the unlikely scenario your piece arrives damaged or faulty, please contact us within 48 hours of receiving your order along with an image of the damage and/or fault, and proof of purchase. Please note all items are clearly checked and packed prior to delivery.
Our team will review your claim and replace at our discretion based on an investigation.
If your piece arrives damaged due to shipping, please take a photo of the damage, including the outer and inner packaging, and immediately contact us. We will do our best to work with you if there is damage / lost packages, but we DO NOT take responsibility for what happens to your item once it is shipped. View our Shipping Policy here.
Jewellery Warranty & Repairs
Warranty & Repairs Policy
We will repair manufacturing faults at no cost within three (3) months of the purchase date. Proof of purchase is required in order to claim warranty. Our warranty is only valid if the jewellery is proven by our independent jewellers to be defective due to the manufacturing process.
Our policy requires that you return the piece for inspection before we proceed with the repair. Please note that you are responsible for covering the shipping costs for returning your item. We reserve the right to decline the repair or apply a fee for any items returned after the initial 3-month period.
Manufacturing faults do not include; breakage due to wear and tear, chipped or scratched surfaces, general wear and tear including pendants or rings that have been bent out of shape or oxidised, changes in appearance, gradual degradation, or improper use or storage of your jewellery. We do not accept any returns that have been worked on by any other jewellers prior to the return, as we cannot guarantee the work of jewellers outside of Otelier.
Otelier jewellery is made by hand, each piece is individual and therefore slight alterations from the images shown on the website and design proof may occur.