This Returns & Exchanges Policy forms part of our Terms & Conditions and applies to all purchases made from Kimjoux Ltd.

1. Overview

We want you to feel confident in your purchase. If you change your mind, you may request a return or exchange, subject to the conditions set out below.

2. Non-Returnable Items

Due to the made-to-order nature of our jewellery, certain items are not eligible for return or exchange.

The following items are non-refundable and non-exchangeable, except where faulty:

• Bespoke commissions
• Customised or made-to-order items
• Personalised items (including engraving)
• Items supplied with personalised packaging (e.g. initialled jewellery boxes)
• Earrings (for hygiene reasons)
• Sale or discounted items
• Special order or privately sourced gemstones

3. Your Right to Return

If you are buying as an individual (not for business purposes), you may have the right to return eligible items within 14 days of delivery.

To be eligible for a return:

• items must be unused, unworn, and in original condition
• items must be returned with all original packaging
• proof of purchase must be provided

You must contact us at hello@kimjoux.com before returning any item. We will provide return instructions.

Returns sent without prior approval may not be accepted.

4. Returns Process

• Contact us with your order number and reason for return
• Wait for confirmation and return instructions
• Return the item within the approved timeframe

You are responsible for return shipping costs.

We strongly recommend using a tracked and insured service and ensuring the parcel is securely packaged.

You are responsible for the item until it is received by us. We are not liable for items lost or damaged in return transit.

5. Refunds

Once your return is received and inspected:

• refunds will be processed within 5 working days
• funds may take an additional 5–10 working days to appear, depending on your payment provider

Refunds will be issued to the original payment method.

Original shipping costs are non-refundable unless the item is faulty.

For international orders:

• shipping costs, customs duties and taxes are non-refundable

6. Exchanges

You may request an exchange within 14 days of delivery, subject to eligibility.

Please note:

• exchanged items are treated as new orders
• standard production timelines will apply
• any price difference will be charged or refunded accordingly

For international exchanges, additional shipping charges, duties or taxes may apply.

7. Promotional Items

Where your order included a promotion:

• Free gifts must be returned with the item for a full refund to be processed
• Discount codes will be reflected in the refunded amount (i.e. the amount actually paid)

8. Faulty or Damaged Items

All jewellery is carefully inspected before dispatch.

You must check your item upon receipt and notify us promptly if you believe it is faulty.

Where a fault is confirmed, we will, at our discretion:

• repair the item
• replace the item
• or issue a refund

We are not responsible for:

• normal wear and tear
• accidental damage
• damage caused by misuse or improper care

Repairs outside of manufacturing faults may be offered at a cost.

9. Late or Unauthorised Returns

• Returns requested or sent outside the 14-day period may be accepted at our discretion
• In such cases, a credit note may be offered instead of a refund
• Unauthorised returns may be refused and returned to the sender