The short version
Fourteen days from delivery. Unworn, in the original box, with the story card. Write to us first so we can give you the right return address.
Who pays return postage
- Arrived damaged or not as described — we pay, both ways. Send a photograph before you post anything back; often we can settle it without a return at all.
- Changed your mind — you pay the return postage. The item refunds in full once it reaches us; the original shipping charge is not refunded.
- Wrong size — you pay postage one way, we cover the reshipment. Bracelet sizing is on every product page; if you are unsure, ask before ordering rather than after.
What we cannot take back
Pieces that have been worn outdoors, resized or restrung by someone else, or returned without the box. Custom and made-to-order work is final sale and will say so on the product page.
Natural variation is not a defect
Material varies bead to bead. Colour, veining and small inclusions differ from the photographs and differ between two pieces of the same design — that is the point of buying single-source material. We photograph honestly and we would rather you buy from a realistic photograph than a flattering one. If a piece is genuinely far from its listing, that is on us and it comes under “not as described” above.
Refund timing
We process the refund within two business days of the piece arriving back. How long it then takes to appear depends on your payment provider — usually three to ten business days.
Repairs
Elastic and cord are wear parts. Send a broken string back at any point in its life and we will restring it at cost, whatever the reason it broke.
Anything at all: hello@xuanora.com.