Current Policy:

If you are not completely satisfied with your product our returns policy allows you to return a product within 14 days of the delivery date. If you have any questions or complaints about a product or wish to return an item, please email contact@jadepearlofficial.com with your order number and specify details of the complaint, return or exchange. 

Returns are only valid for a refund if the following still applies: 

Returned within 14 days of the delivery date

The item is returned in original, unused, unworn or altered or unwashed condition 

All return items must be in the original packaging, with the garment swing tag and all labels.

We reserve the right to reject refunds that do not comply with our returns policy. 

We cannot be responsible for returns that are lost or damaged in transit, when your return has been received and inspected, and if deemed acceptable for a refund, this will be issued within 7 working days to your original payment method. 

As a small hand crafted business, JADE PEARL is currently not accepting refunds for original art pieces, bespoke and made-to-order items (unless faulty. Please note original art pieces are non refundable). There may be a credit note given if deemed appropriate. We appreciate your understanding and flexibility as we navigate the early stages of our business. However, please note that as we grow, our policies may evolve to provide more flexibility and options for our valued customers.

We do not offer refunds or exchanges on made-to-order/ bespoke or custom pieces. Deposits for custom orders and original art are non-refundable, once a custom order is invoiced and a deposit made, this is a final sale and legal binding commitment for the custom piece and process. Note that a deposit for a custom order, is still non refundable even if the art piece/ garment/ accessory has not been started or completed - as at the point of invoicing and paying a deposit, the custom order process has already started, your place is reserved in our production schedule, design sketches may have already been exchanged and so we cannot offer a deposit refund. 

Return Shipping and duty/ taxes costs are responsibility of the customer. A tracking number must be shared with us on email at contact@jadepearlofficial.com for all return shipments organised by the customer. 

Sale items:

Only regular priced items may be refunded, all items purchased for sale are non-refundable. 

Jewellery:

Currently we do not accept returns on jewellery due to hygiene reasons. However, in the unlikely event of any breakage which was not caused by misuse, an accident, normal wear and tear or by not following the care instructions, we gladly offer repair services within 14 days of purchase. (UK)

Exchanges:

We only replace or exchange items that are damaged or defective, or if you would like to exchange for a different size. If you would like to organise an exchange please email contact@jadepearlofficial.com about your order.

EXCHANGE POLICY:

1. Eligible Items:
We accept exchanges within 14 days of the delivery date for select in-stock items only (currently applicable to UK customers only).

• Items must be in their original condition, unworn, unwashed, and with all original tags attached.
• Exchanges are not accepted for original art pieces, bespoke and made-to-order items. Credit notes are given.

2. Exchange Process:
To initiate an exchange, please follow these steps:

• Contact us at contact@jadepearlofficial.com within 14 days of receiving your order, providing your order number and details of the eligible in-stock item you wish to exchange.
• Await confirmation and instructions from our team before returning the item.
• Exchanges for eligible in-stock items are subject to availability. If the desired item is not in stock, you may choose to exchange for a different item or receive a credit note.

3. Exchange Options:

• Exchange for a different item of equal value.
• Receive a credit note that will be stored in-house to keep track of owed amounts to customers.

4. Exchange Shipping:

• Customers are responsible for the postage costs of the exchange item unless the item is deemed faulty or there was an error on our part.
• We recommend using a trackable shipping service to ensure the safe return of your eligible item.

5. Store Credit:
In some cases, a store credit may be offered instead of an exchange.

• Store credits are valid for six months from the issue date and are only applicable for eligible in-stock items.

6. Limited to UK Customers:
Currently, the exchange and credit policy is applicable only to UK customers. We will update our policy as the brand expands to include international customers.

7. Paper Trail System:
As a small business, we currently manage transactions via a paper trail through email. We appreciate your patience and understanding in this process. As we expand, we aim to set up customer accounts to regulate orders.

8. Policy Changes:
As a growing business, our policies may evolve to provide more flexibility and options. We appreciate your understanding and flexibility as we aim to enhance our services.

9. Contact Information:
For all inquiries, please contact: contact@jadepearlofficial.com