Return and Refund Policy

Return Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:

  • It must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging.
  • You must provide a receipt or proof of purchase.

To start a return, please contact us at shejewelry@she-jewelry.com. Returns should be sent to the following address:

📍 Kenya, Kajiado, Kitengela, OBC Mall, Ground Floor

⚠️ Important:

  • Items sent back without first requesting a return will not be accepted.
  • Customers are responsible for paying return shipping costs, except in cases where the item is defective, damaged, or incorrect.
  • Original shipping fees are non-refundable.

For any return-related questions, feel free to email us at shejewelry@she-jewelry.com.

Damages & Issues

We strive to deliver quality products, but if you receive a defective, damaged, or incorrect item, please inspect your order immediately upon receipt and contact us within 48 hours.

To help us process your request quickly, please provide:

  • A clear description of the issue
  • Photos or videos of the defect or damage

Once verified, we will arrange for a replacement, exchange, or refund.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including:
✅ Custom or personalized orders
✅ Earrings (for hygiene reasons)
✅ Items marked as final sale
✅ Gift cards

If you have any concerns about a specific item, please contact us before making a purchase.

Exchanges

The fastest way to ensure you get the item you want is to return the original item first. Once we accept your return, you can make a separate purchase for the replacement item.

If you prefer an exchange instead of a refund, contact us at shejewelry@she-jewelry.com, and we will process the exchange subject to availability.

European Union 14-Day Cooling Off Period

If your order is being shipped to the European Union (EU), you have the right to cancel or return your order within 14 days, for any reason and without justification.

To qualify for a return under the EU cooling-off period:

  • The item must be unused, unworn, with tags attached, and in original packaging.
  • A receipt or proof of purchase is required.
  • Customers are responsible for return shipping costs, unless the item is defective or incorrect.

Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

If approved, the refund will be automatically processed to your original payment method within 10 business days.

⚠️ Please Note:

  • Your bank or credit card company may take additional time to process and post the refund.
  • If you haven’t received your refund within the estimated time, contact us at shejewelry@she-jewelry.com.

For any further assistance, feel free to reach out to us at shejewelry@she-jewelry.com. We’re here to help!