Delivery
- We offer free express courier delivery worldwide, except in areas where our delivery partners do not provide service.
- We use DHL or FedEx International Priority Service for deliveries worldwide.
- Delivery times depend on your location, with typical transit times ranging from 2 to 4 working days.
- We provide delivery tracking for all orders.
- You must be present to receive the delivery and sign for it.
- If there are any delivery problems, please contact us.
Returns and Exchanges
At Aquae Jewels, we strive to ensure your complete satisfaction with every purchase. If you are not entirely happy with your jewelry, we are here to help.
Standard Pieces
- For customers in USA, Canada, European Union, Switzerland, Japan, South Korea, Hong Kong, Taiwan, Singapore, Malaysia, Australia, New Zealand, You may return and request a refund for any non-customized piece within 14 days of receiving your order. Please note that tax and duty that were prepaid will not be refunded, and will be deducted from the refund amount.
- For customers in United Arab Emirates, Saudi Arabia, Kuwait, Bahrain, Qatar and Oman, we only accept returns for store credit or exchanges.
- For all other customer locations, please contact us to know the return policy applicable to your country.
- To be eligible for a return, the item must be unused, in its original condition, and in the original packaging.
Customized Pieces
- Unfortunately, we do not offer refunds or exchanges for customized pieces. Customized pieces include any item that has been altered, engraved, or specifically made to your specifications.
How to return Your Item
- Contact Customer Service: Before returning your item, please contact our customer service team to initiate the return process. Provide your order details and the reason for the return.
- Receive Shipping Label: Our customer service team will then send you a prepaid shipping label for the return.
- Pack and Ship: Pack your item securely in its original packaging, including all accessories, and attach the provided shipping label. Ship it back to us using the traceable shipping method indicated on the label.
Refund Process
- Once we receive your returned item, we will inspect it and notify you of the status of your refund.
- If your return is approved, we will initiate a refund to your original method of payment.
- The refund process may take up to 20 business days, depending on your card issuer’s policies.
For any questions or further assistance, please contact our customer support team.