Return & Exchange
After receiving an order, the consumer has the right to withdraw from the contract entered into at the web store within 14 days without giving any reason.
However the consumer have no right to withdraw if products have engraved, customised or altered in any other way. Also, we cannot accept returns or exchange requests for pierced earrings including earring pendants for reasons of hygiene and safety, unless faulty or not as described
The standard form of the application of withdrawal is available on the website of www.sophygems.com
If the condition of the product to be returned has deteriorated, the consumer is responsible for the decreased value of the object due to its use only if the product has been used in any other way than is needed to verify its nature, qualities, and proper functioning. To verify the object's nature, qualities, and proper functioning, the consumer should treat and use the object only in the manner that would be generally allowed in a store.
In order for the web store to begin processing the return, the consumer must first notify web store by sending e-mail to email@example.com.
Sophygems web store is not responsible for any lost or damaged packages. We are not liable for any shipments that we were not notified about first.
Please retain proof of postage(tracking number). All products are the customer's responsibility until received by Sophygems.
The consumer does not have to return goods via the logistics company if the Sophygems web store has agreed to pick up the goods.
The consumer has to return the goods within 14 days following the submission of the request for withdrawal or provide evidence that they have given the goods to the logistics company within the mentioned period.
All products must be returned in good condition, in original boxes, and with paperwork (such as instruction booklet ,diamond certificate, jewellery certificate etc) and accessories to ensure a full credit.When returning the product, one must also provide the copy of the purchase invoice and filled return form for withdrawal.
Your return should be packaged in a protective box for shipping. Items returned with postage stickers on the original jewellery boxes will be considered worn and will not be refunded.
Only apply your shipping label to your protective box and NOT the jewellery box. If your return is sent to us without a protective cardboard box, we will not be able to accept the return.
All refunds will be made within 14 days counting from the day of receiving withdrawal notification. The online store has the right to refuse to make the refund until the goods being returned and received at Sophygems web store return address.Following receipt of your returned product, the consumer will receive a confirmation email about it. Sophygems web store quality assurance department will review the returned product(s). Products that show signs of wear or have been altered, resized (by a goldsmith other than Sophygems web store has recognized, accepted prior), or damaged cannot be accepted for return and will be returned to the consumer.
Refunds are normally transferred to the payment card with which the purchase was made. In connection with pre-payment via bank transfer, the refund will normally be transferred to the account from which payment for the purchase was made. If payment was made with a Gift Card, the debited amount will be returned to the card's number(s), enabling the consumer to reuse the Gift Card(s) toward future purchases.
If there is a price difference we will contact you to settle the outstanding/refund the difference.
All shipping fees related to the returned item are the consumer`s responsibility and we cannot refund the cost for that. This includes fees to return the item to our facility as well as fees related to shipping a replacement item to the customer, when applicable. Please note that products purchased at Sophygems web store may NOT be returned by regular mail to our return address.For your own protection, products should be returned fully prepaid and we recommend that you use a shipping method that provides tracking services from providers.
We recommend, but cannot require that you insure your package as we are not responsible and cannot credit you product returns that are never received, or are damaged in transit.
Within in Estonia, we can recommend for returning your products by using the Omniva parcel terminal or Omniva courier service.
All returns should be sent to the following address:
Aia 7, Tallinn
Phone: +372 537 61 017