Refund policy

 

We offer a 7-day return policy. This means you have 7 days from the date of delivery to request a return.

Eligibility for Returns

To be eligible for a return:

  • The item must be unused, unworn, and in its original condition.

  • The item must be returned in its original packaging.

  • Proof of purchase or order confirmation must be provided.

Returns that do not meet these conditions will not be accepted.

Non-Returnable Items

The following items are not eligible for return or exchange:

  • Custom-made or personalised pieces

  • Made-to-order items

  • Items altered or resized at the customer’s request

  • Earrings (for hygiene reasons), unless defective

  • Gift cards

  • Items marked as final sale

  • Engraved pieces

Due to the handcrafted nature of our pieces, slight variations in finish or detailing are not considered defects.

To request a return, please contact us at hello@25uponfive.com within 7 days of delivery.

If your return is approved, we will provide instructions on how and where to send your item.

Items sent back without prior return approval will not be accepted.

We recommend using a trackable shipping service for returns. We are not responsible for items lost in return transit.

Damages & Issues

Please inspect your order upon receiving it and contact us immediately (within 48 hours) if the item is defective, damaged, or incorrect so we can evaluate the issue and make it right.

Photographic evidence may be required.

Exceptions / Non-Returnable Items

For hygiene, customization, and quality control reasons, the following items are not eligible for return or exchange:

  • Custom-made or personalised pieces

  • Made-to-order items

  • Items altered or resized at the customer’s request

  • Gift cards

  • Items marked as final sale

  • Products that have been worn, damaged, or altered after delivery

Due to the nature of handcrafted jewellery, minor variations in finish or detailing are not considered defects.

If you believe you have received a defective or incorrect item, please contact us within 3–5 days of delivery with photographs and order details so we can review your request.

Exchanges

We currently do not offer direct exchanges. If you would like a different item, please return the original item (if eligible) and place a new order.

Refunds

Once we receive and inspect your return, we will notify you of the approval status.

If approved, refunds will be processed to your original payment method within 7–10 business days.

Original shipping charges (if applicable) are non-refundable.

Customers are responsible for return shipping costs unless the item is defective or incorrect.

If more than 15 business days have passed since we’ve approved your return, please contact us at hello@25uponfive.com.