Exchanges & Returns

Returns and Exchanges Policy

Updated May 2023

Thank you for your purchase. For us, the most important thing is always our customers' satisfaction. However, if you are not completely satisfied with your purchase for any reason, you can return it for a full refund, shop credit, or an exchange. For more information on our returns policy, please see the section below where we explain everything in detail.

Deadline for returns:

All returns must be mailed within fourteen (14) days of receipt of the order. All returned items must be in new and unused condition.


Return Process:

To begin the return process, the customer must send an email to shop@calyajewels.com to communicate their desire to return or exchange their order. 

To return an item, the customer must place it safely in its original packaging and send their return to the following address:

Francisca Machado Costa

Rua Central nº 682, Bloco A, 2º Esq.

4835-314 Selho S. Jorge

Guimarães, Portugal

The customer will be responsible for the return shipping costs, if it is more convenient for you to leave the piece in one of our resellers in Guimarães or Famalicão, you must mention it via email.


Refunds and Exchanges

Upon receipt of the return and respective inspection of the condition of the item, the process of returning or exchanging the order will be initiated. The customer must wait at least five (5) days from receipt of the item for the return or exchange to be processed. The customer will be notified by e-mail when their return has been processed. 

If the customer wishes to exchange the item, they must indicate in the email which product they wish to receive, and the exchange is limited to the stock existing at the time.

The exchanged items will be sent in a free delivery service. The customer must wait up to five (5) working days for their exchange to be processed. In the event of a problem, CALYA will contact the customer via telephone (if provided) or via email.


Exceptions

The following items cannot be returned or exchanged:

- Personalised / bespoke items (Example: Pendants with initials or names etc).

- Items on SALE are declared as final sale, so cannot be returned.

The customer must keep and present, when exchanging the product, the invoice of the purchase and must keep the product in order to be able to return it in the proper conditions of use.

 

Additional questions:

If you have any questions about the exchange and returns policy you can contact us via email: shop@calyajewels.com Thank you!