Refund and Returns Policy - Shah Lens Collection

Overview

All Shahlens jewellery pieces are handcrafted by skilled artisans in India, making every item unique. Due to the nature of handmade craftsmanship, natural stones and pearls may vary slightly in colour, size, or texture. These natural variations are not considered defects. Each item is carefully inspected through strict quality control before dispatch.

General Policy

All sales are final. For hygiene and safety reasons, we do not accept returns or exchanges unless an incorrect item has been shipped. International returns or exchanges cannot be accommodated.

Exchange for Incorrect Items

We only offer an exchange if you receive the wrong product. To qualify:

Notify us within 2 days of receiving your order by emailing (info@shahlens.com)

Share a clear photograph of the item for Quality Control review.

Once approved, we will provide return instructions.

Items must be returned unworn, in original packaging, with all tags intact.

After receiving the returned item, we will dispatch the correct replacement.

Items showing any signs of wear, damage, or alteration will not be eligible and will be returned to the customer.

Return Shipping

Any approved return must be sent to us.

Return shipping costs are the responsibility of the customer.

We are not responsible for packages lost or damaged during return transit.

Unauthorized returns will not be accepted.

Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you an exchange.

To be eligible for a exchange your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items:

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

Any item that is returned more than 30 days after delivery

Refunds

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 exchange.If you are approved, then your item will be processed, and posted within a certain amount of days.

Refunds are not issued under the following circumstances:

Incorrect or outdated delivery address.

Improper address format (including PO Box addresses).

Loss or misplacement after choosing a safe delivery/collection option.

Items damaged by the customer or returned in damaged condition.

After two failed delivery attempts.

If the recipient refuses the package.

Sizing issues—please review size guides before ordering.

Returned products showing signs of use, wear, or damage.

Tarnishing or damage from wear, as fashion jewellery is delicate.

Minor variations in colour or design due to handmade nature and natural stones.

Items that are not faulty or damaged.

Pre-order items (made to order) — not cancellable or returnable.

Bent earring stems. These are intentionally made flexible to prevent snapping.

For international orders: refused or undeliverable packages are destroyed by the shipping carrier. If returned to sender, return shipping costs (upwards of £120) plus original shipping will be deducted. For low-value orders, the item may be destroyed instead.

Sale items

Only regular priced items may be exchanged. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for a similar item, send us an email at { info@shahlens.com } and we will email you physical address.

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.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a replacement to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should email us at info@shahlens.com and we will send you our mail address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

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

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Custom Orders

Custom-made items cannot be returned, refunded, or cancelled. These orders are created based on the customer’s specific requirements, and the final result cannot be previewed in advance.

Changes requested after completion will incur additional charges.

In exceptional cases where a pre-shipping cancellation is approved, a 60% cancellation fee applies to cover materials, labour, and production time.

The final product remains non-refundable.

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