Returns & refunds

If your order number starts with CSO and was placed by our customer service, please enter the original order number you received when you originally placed your order. If you still can't find your order number please contact our customer service.

At My Jewellery you have the option of returning your order within 14 days after delivery. Make sure that the products have not been worn and have all tags attached when they are returned. It is important to note that engraved jewellery pieces and the My Jewellery gift card cannot be returned.

Keep your proof of return until we have processed the order. In case one of your purchased items broke or started to tarnish, and the official return term has expired, we advise you to take a look at the warranty page and go through various warranty scenarios to see which one applies to your question.

There are a couple of products that are excluded from our return policy and cannot be returned. 

• My Jewellery Advent Calendar: the My Jewellery Advent Calendar cannot be returned.
• Engraved jewellery items: all of our engraved jewellery pieces cannot be returned since these are personalised just for you. 
• My Jewellery Gift Card: gift cards cannot be returned so make sure you've filled out the correct gift card balance.
• Opened beauty products: You can only return beauty products if they are unopened. If the item or its packaging has been opened, it cannot be returned, and we cannot proceed with a refund for it.
• Swimwear without hygiene label: Swimwear can be returned in unused condition, but the hygiene protection label must not be removed. The original labels must be attached to the item, and the item should not appear worn, unhygienic, or damaged

Whenever you're ordering one of these items, we advise you to closely check your order overview to see if you've selected the right size, colour, engraving, and gift card balance, before you finalise your order. 

You can return your items at one of our boutiques for free! Simply, register your return using our digital return portal and drop your return off at a boutique. After your return has been processed in our warehouse you’ll be reimbursed within 5 working days. Alternatively, you can send your package to us as well. The return fees are for your own expense and you’ll pay the return costs directly through our return portal. 

• Return shipping fees from the Netherlands are €4.99
• Return shipping fees from all other countries are €5.99

We kindly ask for your patience to wait until the return term, which is 14 days after the arrival of your return at our warehouse, passes. We do everything we can to process your return shipment as soon as possible after its arrival in our warehouse and advise you to keep your return confirmation until your return shipment has been processed. You'll receive an email notification when your return shipment is processed, so make sure to check your inbox!

When the return shipment has been processed, the purchase sum will be reimbursed as follows:

• iDeal/Bankcontact: The purchase sum will be on your account within 5 business days.
• Credit card: The purchase sum will reappear on your credit card statement within 14 business days.
• AfterPay: You will receive a corrected invoice via email.
• Sofort banking: The purchase sum will be on your account within 5 business days.
• Paypal: The purchase sum will be reimbursed to your Paypal account within 30 days.
• My Jewellery Gift Card: You will receive an email about the settlement, so keep a close eye on your inbox!

This is right! We've switched to an online return portal. This means you can easily register your return online and no paper return form is needed anymore.

Can I return boutique purchases in the boutiques?

Returning items at our boutiques is certainly possible and is also entirely free. Please bring your original receipt of the purchase and then drop off your package at one of our boutiques. Since boutique purchases can only be returned at one of our boutiques, you don't have to register your return in the return portal. Make sure to save your return confirmation until your return shipment has been completely processed. Returning a package is only possible in our boutiques*, not in our shop-in-shops.

*Please note that in our boutiques in Batavia Stad, Roermond and Roosendaal different return rules apply. Only webshop or in-store purchases made at those locations can be returned there. Purchases made at a different boutique can therefore not be returned at these locations.

Can I return online orders in the boutique?

Returning online orders at our My Jewellery Boutiques is certainly possible and is also entirely free. Please register your return using our digital return portal and then drop off your package at one of our boutiques. Don't forget to include a note with the order number of your purchase on it so that your return can be processed immediately. Make sure to save your return confirmation until your return shipment has been completely processed. Returning a package is only possible in our boutiques*, not in our shop-in-shops.

*Please note that in our boutiques in Batavia Stad, Roermond and Roosendaal different rules apply. Only webshop or in-store purchases made at those locations can be returned there. Purchases made at a different boutique cannot be returned at these locations.

You can return items to a My Jewellery outlet within 14 days of purchase in any of our boutiques. Has an item broken? For warranty, you can also visit any of our boutiques. You have a 6-month warranty with your receipt. Do you only have a bank statement? Then you can only visit the boutique where the item was purchased.

Would you like to return an online order at one of the My Jewellery outlets?

Returning items at My Jewellery outlets is definitely possible and completely free of charge.

Unfortunately, it is not possible to change an item. Still want another size or colour? Then you can place a new order yourself.

If you no longer have the original packaging of your order you may also return the items in a different box or bag. However, it’s important to make sure that the items are well-packed and you’ve registered your return in our digital return portal.

If you have (accidentally) removed the original tag or label you cannot return the item anymore. So please be careful when unpacking your order!

If online (sale) purchases do not meet expectations, there is the option of returning them. As soon as we have received and processed your return, we will refund the purchase price.

Yes! It's definitely possible to return items bought at one our reselling partners! However, these items need to be returned at the store where the original purchase was made. So these items can not be returned at one of our boutiques, or send back to our warehouse. This also means that the return policy of that specific store applies.

If you have placed multiple orders, it is possible to return them together in one package. We kindly ask you to sort the items accordingly so that we can identify which items correspond to which order (for example, use a separate bag for each order). You can then place all bags in a larger box to create a single package. It’s important, however, to individually register both orders through the digital return portal.

Do you prefer to return your orders using a delivery service? 

Please make sure to register your return the right way! When returning multiple orders make sure to choose the delivery service for only one of the return orders, and select the boutique return for the other orders. This way, you ensure that you only pay the return costs once. However, it’s crucial to register both orders for return! When combining return order into one package, remember to include both order numbers as well. If there is no order number added to your return order we cannot process it.

Do you prefer to return your orders in one of our boutiques? 

Register both orders as a return in the boutique. Again, it is important to register both orders for return! When combining return orders into one package, remember to include both order numbers in the package. If there is no order number added to your return order we cannot process it.

Please keep your proof of return until we have processed the order.

When you return the whole order, we will also refund the shipping fees you paid when you placed your order. However, the returns costs will still be for your own expense! 

Did you receive a broken or wrong product?

You can notify this immediately using our digital return portal. Let us know for that specific item whether it's damaged or wrongly delivered. Fill in the required information and our customer service will contact you!

Did your item break or is the item unsatisfactory, and does it fall within the return term?

You can notify this immediately using our digital return portal. Fill in the required information and our customer service will contact you!

Did your item break or is the item unsatisfactory, and does it fall outside the return term?

Get in touch with our customer service and send them your order number & a picture of the item so that they can provide you with a suitable solution.

My Jewellery issues a 6-month warranty on all items purchased.Have you bought the item at a boutique or partner shop? The warranty is issued through this boutique or selling point. Find an overview of the most accurate warranty terms and conditions on our warranty page. 

•  There is a period of 14 days after delivery to process a return. 
• Returns via a boutique are free of charge. All other returns are at your own expense.
• The costs associated with the shipping of a return are at your own expense.
• We only handle return shipments that are in their original state, including labels & packaging. Damaged and/or used items will be rejected and sent back.
• Unidentifiable returns will be kept for a maximum of one month at our HQ. The customer can report to customer service. After that time, our administration department will process the package and there will be no more communication on the matter.
• Returns can be sent with or without a track & trace code. However, we advise you to send your package with a track & trace code to assist you in the best possible way. Otherwise, we cannot track the parcel in case it gets lost during the return shipment.
• Paid for delivery fees? If you are returning all items ordered, you will also be reimbursed for the delivery fees.
• Is there something wrong with your order? We will fix this for you as quickly as possible! Please contact us by clicking on the chat button or via () and clearly state your name, the order number and the items concerned.