Refund policy

BY PURCHASING, THE CUSTOMER AGREES TO ALL OF THE CONDITIONS BELOW

As custom products are created according to the specifications provided by the customer (photos and engraving), all orders placed on the site will not be refunded, except when a product is not received. 

In case the product received is damaged or oxidised, a replacement piece of jewellery will be sent free of charge after receiving the request through the appropriate form.

In the event that the customer has not followed the guidelines stated on the site, and because of this, the product is not as desired and/or the customer is not satisfied with the product, the customer is not entitled to a refund.
In fact, we do not hold ourselves responsible for the photos uploaded by our customers, and if those photos do not meet the criteria necessary to achieve a quality pendant (the guidelines for uploading an optimal photo are clearly stated on each product page), we will not offer any refund in case of dissatisfaction or poor engraving accuracy.

The criteria given for uploading an optimal photo are clear, objective and stated on each product page as well as on the "GUIDELINES" page. If the guidelines are not followed and a low quality photo is uploaded, thus resulting in a poor/low quality engraving, the customer will not be entitled to a refund.

Cancellation/modification period of 24 hours

To cancel or change your order, you must notify us within 24 hours of placing your order. We will issue a refund but will make a deduction of 9.90 due to processing and creation of the vector design.

OFFERS: Please note that in case the customer accepts one of our one-time offers, he is not entitled to a refund since our team immediately starts working on the additional item: the design process starts immediately and the material is reserved: refunds will not be processed.

Substitutions (if applicable)

The only cases in which the customer is entitled to a replacement of their Feyral are when the photos uploaded to create the product(s) meet 100% of the guidelines stated by us on the appropriate page and on each product page, but our artisans have made an incorrect engraving or if the product has arrived damaged or oxidized.
In such a case, the customer is entitled to request a free replacement via the appropriate form without the need for a return.

Customers are also entitled to receive a replacement piece of jewellery when their package is lost.

Returns

For the above reasons, we do not accept returns.

Satisfaction guarantee

As mentioned on the appropriate page, the customer is only entitled to a replacement when, despite having uploaded photos that adhere to the guidelines 100%, their Feyral has been engraved incorrectly, or, in case the jewellery, is damaged or oxidised.
Obviously, in the event that the customer orders one model/material by mistake instead of another, and actually receives what they ordered, despite having intended to order another model/material, no refund will be issued, nor will a return be possible since the customer received what they requested.

Free Tracked Shipping
For each package shipped to the end customer, the appropriate tracking code will be communicated as soon as it is available.
Estimated delivery times are "estimates" based on recent deliveries and should not be viewed as guaranteed delivery times. We do our best to ensure that the shipping process runs as smoothly as possible, but in the event of late delivery, we cannot issue refunds.
Each order, from the time it is placed, takes 7 - 8 days to be processed. This time frame is necessary for our artisans to carefully engrave the jewellery.
After that, the product is shipped. Estimated shipping time varies depending on the destination country (3 to 5 days).
You can read more about shipping times on the FAQ page and on each product page.

Lost or Stolen Parcels
Feyral will confirm delivery to the address provided while providing the delivery date, tracking information, and shipping carrier information to allow the customer to investigate. If the package is lost by the carrier, Feyral will recreate a new piece of jewellery and send it back at no additional cost to the customer.

Incorrect / incomplete delivery addresses
Feyral assumes no responsibility if the customer, when placing an order, enters an incomplete or incorrect delivery address (missing house number, non-existent street, discrepancy between city and zip code, wrong name or other similar errors).
It is the customer's responsibility to provide a complete and correct address.
If the customer provides an incomplete or incorrect address and does not communicate the correction, Feyral will send the parcel to the address given by the customer at the time of purchase and this will cause a non-delivery: the parcel will return to the sorting center (25 - 30days) and the customer may choose to:
1) Pay the reshipping fee of 9.71£ (19.90£ in case customer chose FedEx) and provide the correct address to which to receive his parcel
2) Pay no reshipping fee by leaving the parcel with the courier, who will send the parcel to the shredder after a predetermined time frame.
In addition, an incorrect or incomplete address may also result in the loss of the package and Feyral assumes no responsibility for this.
We therefore reiterate that in the event of an incorrect or incomplete address and resulting delivery problems, Feyral assumes no responsibility and the responsibility lies ONLY AND EXLUSIVELY with the customer.

Shipping Address Changes
Once the package is shipped, no more changes can be made to the chosen address.
So, if the customer communicates a new address or a correction to the one provided and the waybill has not yet been created, the change will be made.
Conversely, the change cannot be considered.
To reiterate, NO changes of shipping address will be accepted once the waybill has been created or the shipment has departed. 

Parcels returned to sender or in storage

In the event that the address provided by the customer is 100% correct but the courier still does not deliver the package for any reason, Feyral DOES NOT ASSUME ANY RESPONSIBILITY.
It will be the customer's responsibility to contact the courier to find out why the delivery failed and possibly arrange for an in-person pickup.

Special dedication on the back
Feyral assumes no responsibility in case of grammatical errors by the customer at the time of ordering.
If the customer indicates a sentence with one or more grammatical errors, Feyral will engrave the sentence as is, without making corrections.
Therefore, the customer assumes full responsibility for the sentence they enter when ordering.
If the customer wishes to insert one or more emojis into the sentence, it is their responsibility to insert it as is, without epithets or strange indications.
In fact, we reiterate that Feyral will engrave the phrase indicated by the customer as it is.
The only emojis that we are able to engrave are:  ❤️🐾 ♾️

Materials used
For all our "Steel" jewellery, we use an alloy composed of aluminium and steel, while for those in "Sterling Silver" and "Gold", we use Sterling Silver, which, in the case of a "Gold" pendant, undergoes gold colouring treatment.
For Sterling Silver Bracelets and Necklaces, only the pendant is made of Sterling Silver s925; while the chains are made of aluminum and stell.

Provenance
The provenance of our jewellery is clearly stated on each product page. This information can be found in the "Frequently Asked Questions" tab (on each product page) and on the COMMON QUESTIONS page.
Because of this, no refunds, returns or disputes are accepted in this regard as everything is explicitly and clearly stated.

BY PURCHASING, THE CUSTOMER AGREES TO ALL OF THE ABOVE CONDITIONS