Politique de remboursement

At ISMI JEWELS, we take immense pride in the craftsmanship of our jewelry. Because many of our pieces are uniquely customized and handcrafted to tell your personal story, our return policy is tailored to reflect the bespoke nature of our products.

Custom & Personalized Items
Due to the highly personalized nature of our custom-made pieces (such as name necklaces and engraved jewelry), these items are crafted specifically for you and cannot be resold. Therefore, all custom and personalized items are final sale and cannot be returned or exchanged unless they arrive damaged or defective. 

Please ensure all names, spellings, and metal choices are correct before placing your order. **If you notice a mistake, please contact our support team at support@ismijewels.com within 12 hours of placing your order, and we will do our best to update it before production begins.**

Standard (Non-Customized) Items
For non-customized pieces, we offer a 30-day return policy. You have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original premium packaging. You’ll also need the receipt or proof of purchase.

To Start a Return
To initiate a return for an eligible item, please contact us at **support@ismijewels.com**. If your return is accepted, we will provide you with the designated return facility address and instructions on how to send your package. Please note: Customers are responsible for all return shipping costs. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues
Your satisfaction is our priority. Please inspect your order upon reception. If the item is defective, damaged in transit, or if you receive the wrong item (e.g., incorrect spelling made by our artisans), contact us immediately at **support@ismijewels.com** with clear photos of the issue. We will evaluate the problem and gladly remake and reship the correct piece at no additional cost to you.

United Kingdom & European Union 14-Day Cooling Off Period
If the merchandise is being shipped into the United Kingdom or the European Union, you generally have the right to cancel or return your order within 14 days. However, please note that by **UK and EU consumer laws**, this right of withdrawal strictly **does not apply to goods made to the consumer's specifications or clearly personalized items**. Therefore, custom ISMI JEWELS pieces are entirely exempt from this rule.

Refunds
We will notify you once we’ve received and inspected your eligible return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.