Return and Refund Policy

Customer Care

Returns & Refunds

We want you to love your purchase. If something isn’t right, we’ll do our best to make it right — quickly and without fuss.

7
Days to Contact
Notify us within 7 days of receiving your order
30
Days to Return
Items must be returned within 30 days, unused and in original packaging
3
Business Days
Refunds processed within 3 business days of receiving your return
Personalised
Final Sale

Engraved & Personalised Pieces

All engraved and personalised items are final sale. Because these pieces are made specifically for you, they cannot be returned or exchanged unless they arrive faulty or not as described.

If your personalised piece arrives with a defect or an error on our part, please contact us within 7 days — we’ll repair or replace it at no cost to you.

Lifetime support: Personalised pieces are supported for meaningful repairs for life. You’ll never pay for labour — only the cost of any replacement parts.

Ready-Made
Returns Accepted

Ready-Made Jewellery

We accept returns for both faulty items and change-of-mind purchases. Here’s how to start a return:

  • 1Contact us at info@mxwjewellery.com within 7 days of receiving your order
  • 2We’ll confirm your return is eligible and provide the return address
  • 3Return the item within 30 days — unused, in original packaging
  • 4Choose a refund to your original payment method or a replacement
Change of Mind

Customer covers return postage. Item must be unused and in original packaging.

Faulty or Incorrect

MXW covers return postage. Contact us with a photo of the issue within 7 days.

Order Changes

Order Changes & Cancellations

Orders can be cancelled or updated free of charge if they haven’t shipped. Contact us as soon as possible at info@mxwjewellery.com with your order number.

Personalised orders in production: Cancellations may not be possible once production has started. A rework fee may apply if edits can be accommodated. We’ll always be upfront about what’s possible.

Damaged Items

Damaged or Incorrect Items

If your order arrives damaged or not as described, we’ll make it right — no questions asked.

  • 1Email us at info@mxwjewellery.com within 7 days of receiving your order
  • 2Include a clear photo of the issue and your order number
  • 3We’ll repair, replace, or refund — at no additional cost to you
Refunds

Refund Timeline

Once we receive and verify your returned item, refunds are processed promptly to your original payment method.

Day 1
Item Received
We receive and inspect your return
Day 1–3
Processing
Refund approved and processed
3–5 days
In Your Account
Funds returned via original payment method
○

No restocking fees — ever. We don’t believe in penalising you for a change of mind.

Have a question about a return or refund? Reach out to us at — we respond within 24 hours and are always happy to help.

Contact Us