To ensure we can process your repair or replacement request efficiently, please include the following information when submitting a damaged item claim: your store name, contact person, email address, phone number, purchase order number (if available), and the date the item was received. Please provide the product name, SKU (if available), quantity affected, whether the item was sold to a customer, and the date the issue was first noticed.

Include a detailed description of the damage (for example: broken clasp, missing stones, chain breakage, etc.), along with clear photos showing a full front view of the product, a close-up of the damage, the back of the item, and packaging if relevant.

 Additionally, confirm whether the item has been worn or used, whether the original packaging is available, and whether the damaged item is currently in your possession.

Once received, each claim will be reviewed on a case-by-case basis. Whenever possible, we will repair the item and return it to you. If the piece is too severely damaged to repair, we will provide a replacement. Our team will determine and approve the most appropriate and sustainably responsible resolution for each individual item; depending on your location. Please ensure all claims include clear photos and to receive authorization prior to returning any merchandise to avoid processing delays.