This Return and Refund Policy explains how Jimmy Jewellery (“we”, “us”, or “our”) manages product returns, exchanges, and refunds when you purchase from our website or interact with our online services (the “Services”). It also outlines your rights and the steps to request a return or refund, ensuring a clear and fair process for all customers.

At Jimmy Jewellery, we stand by the craftsmanship and quality of every piece we create. Each item is hand-inspected to meet our highest standards before it reaches you. As most of our items are personalised and made-to-order, we currently do not accept refunds or exchanges unless the item received is defective or damaged.

Our Return & Refund Policy ensures a fair, transparent, and hassle-free experience for all our customers. For our Jimmy Sparks Members, we’ve added exclusive benefits — including extended return periods, priority handling, and exclusive care options.

General Returns
We do not accept returns or exchanges unless the product is defective or damaged. 

Change of Mind
No returns or exchanges are allowed for change of mind, incorrect choice, fit preference, or if you simply decide you no longer want the item.

Defective / Damaged Items
Returns and refunds/exchanges are allowed only if the item is defective, damaged, or incorrect on arrival.

Proof
To qualify for a return, you must provide clear photos and/or videos showing the defect or damage together with your order number.

All items are considered final sale unless they are defective/damaged as received. This includes but is not limited to:

• Earrings, ear cuffs, and body jewellery
• Permanent welded jewellery
• Custom-engraved or personalised items
• Made-to-order or bespoke pieces
• Gift cards and e-gift vouchers
• Items marked as “Final Sale” or “Non-returnable” during promotions

If your product falls under one of these categories and is defective or damaged upon arrival, please refer to Section 6: Defective or Damaged Items.

Step 1 — Submit Your Request

Contact our Concierge Team at 📩 info@jimmyjewellery.com within the return window (3 days for general customers, 14 days for members).

Your email should include:

• Full Name and Order Number
• Photos or videos showing the product issue
• A brief description of the reason for return

Step 2 — Review & Authorisation

• Our Quality Assurance team will review your request within 2–3 working days.
• If approved, you will receive a Return Authorisation Number (RAN) and instructions for return packaging and courier details.
• Unauthorised returns without a valid RAN will not be accepted or processed.

Step 3 — Return Shipment

For General Customers:

• You are responsible for arranging return shipping via a trackable courier or 2 way shipping is it is an exchange. 
• Keep the courier tracking number until your return is processed.
• Return shipping fees are non-refundable unless the item is defective or incorrect.

For Jimmy Sparks Members:

• Entitled to one complimentary return shipping label per order.
• For subsequent returns, a flat fee of SGD $5 will apply.

Step 4 — Inspection & Confirmation

• Returned items undergo quality inspection within 3–5 working days from receipt.
• If approved, a refund confirmation email will be issued and processed accordingly.

4.1 Refund Method

 We do not offer direct refunds to the original payment method.
• Approved cases will receive option 4.2 or 4.3.
• Refunds issued in the original payment method (Credit/Debit Card, PayNow, or PayPal). Please allow 5–10 working days for the amount to reflect in your account, depending on your bank. However, it is only on a case-by-case basis under special review by Jimmy Jewellery team. 

4.2 Store Credit Option

• Store credit (Jimmy Jewellery Gift Balance) never expires.
• Can be used for all future purchases.
• Automatically applied at checkout under your registered account.

4.3 Partial Refunds

• Returned item shows minor signs of wear or handling.
• Packaging or tags are missing.
• Return received up to 3 days past window.

Up to 10–20% of item value may be deducted as a restocking fee.

We currently do not offer direct exchanges due to stock turnover and hygiene controls

We take great care to ensure your jewellery arrives safely and as ordered. However:

• Reporting: Any damaged, defective, or incorrect item must be reported within 48 hours of receipt.
• Proof Required: Photographic evidence of the item and packaging must be provided. Include order number, clear photos or video, and description of the issue.
• Email To: info@jimmyjewellery.com

Resolution: Once verified and depending on availability, we will arrange:

• A replacement at no extra cost, OR
• A full refund, including shipping costs if replacement is unavailable.

Note: Minor variations (e.g., stone differences, micro-scratches) are part of the handcrafted process and not considered defects.

• Check your bank or PayPal account again.
• Contact your credit card company — processing may take extra time.
• If unresolved after 10 working days, email us at info@jimmyjewellery.com.

• Gift-with-purchase items must be returned with the main item to receive a refund.
• If the GWP is missing, its retail value will be deducted from your refund.
• Promotional and discounted items are non-refundable unless defective.
• Gifted purchases (with giver’s details) are refunded as store credit.

Please mail all authorised returns to:

Jimmy Jewellery Returns Department
102 Tanah Merah Besar Rd
#05-24
Singapore [498840]
Tel: +65 8742 2840

Note: Do not send your purchase back to the courier or fulfilment centre without prior approval.

To ensure a smooth return process, customers must:

• Retain proof of purchase and order confirmation.
• Use secure and insured shipping methods for returns.
• Ensure that items are adequately packaged to prevent transit damage.

• Jimmy Jewellery reserves the right to refuse returns that do not meet policy conditions.
• Lost parcels without tracking proof are non-refundable.
• Refunds and exchanges are processed only after quality inspection.
• This policy applies only to purchases made through www.jimmyjewellery.com.

Our Concierge Team is here to help you every step of the way.