We want you to know what to expect if a piece is not right for you or arrives with a problem.
14-Day Return Requests
Contact Customer Care within 14 calendar days after delivery to request a return. Please include your order number, the email used at checkout, the item and the reason for your request. Do not send a parcel before receiving the correct return instructions.
Item Condition
For change-of-mind returns, items must be unworn, unused, unaltered and returned with their original packaging and supplied components. Please handle jewelry carefully while checking its appearance and fit.
Earrings & Hygiene
For hygiene reasons, earrings that have been worn or inserted into a piercing are not eligible for change-of-mind returns. This restriction does not affect rights relating to faulty, damaged or incorrectly supplied goods, or any other mandatory rights.
How to Return
- Email service@welserd.com within the return-request window.
- Wait for the return address and instructions.
- Pack the item securely with its original components and your order number.
- Use a tracked shipping service and retain proof of shipment.
The registered office is not the default return address. Use only the address supplied for your request.
Return Shipping
For change-of-mind returns, the customer pays return shipping. Original outbound shipping charges are not refundable for these returns unless applicable law requires otherwise. We do not charge a restocking fee.
If an item is faulty, arrives damaged or is not the item ordered, we will cover reasonable return shipping where a return is required. Contact us first so we can arrange the appropriate method or agree reimbursement.
Damaged, Faulty or Incorrect Items
Contact us as soon as you discover the issue and include photographs where possible. Keep the item and packaging while we review the request. Depending on the circumstances and your applicable rights, we will arrange an appropriate replacement or refund. The standard change-of-mind conditions do not restrict your mandatory rights.
Refunds
We inspect returned items and process approved refunds within 5–10 business days after receiving the return. Refunds go to the original payment method. Your bank or payment provider may take additional time to display the credit. If your return cannot be approved, we will explain the reason.
Exchanges
If you would like a different size or design, contact Customer Care. Availability is not guaranteed; we may arrange a return and a separate replacement order.
Your Consumer Rights
This policy does not limit statutory cancellation rights, remedies for faulty goods or other rights that cannot be excluded under applicable law.
Customer care: service@welserd.com
Checking & Packing Your Return
Review the item before wearing it. For a change-of-mind return, avoid perfume, makeup residue, scratches and alterations. Pack jewelry securely so it cannot move freely in the parcel, and include all supplied components. Keep your tracking receipt until the return has been resolved.
Following Up on a Refund
If you have not received a refund notification after the processing window, email your order number and return tracking details. If we have confirmed that a refund was issued but it is not visible in your account, check with your payment provider and contact us for any available reference information.