Returns & Exchanges
EXCHANGE POLICY
We want you to be completely satisfied with your purchase and there are several options available for you to return or exchange your item.
We will happily exchange an item for a different size within 14 days of receiving the item.
Please note, that size exchanges for gold and silver rings may incur a fee.
Postage to send an item back for an exchange will be at the customer’s own expense.
Due to hygiene reasons, please note that earrings cannot be exchanged or refunded.
Exchanges and refunds will also not be given on any discounted designs or custom/bespoke items purchased.
Final sale items are not eligible for a refund, exchange or store credit unless deemed faulty.
Refunds will not be accepted simply for a change of mind. Please consider this prior to placing your order. Please do not hesitate to contact our customer care team at contact@tjoan.com for any questions you may have before making a purchase.
We will repair any items with manufacturing faults within the first 6 months from the purchase date. In this case, proof of purchase must be provided.
Our talented studio team can repair almost all pieces back to their original state. Please contact us via contact@tjoan.com advising us (with photos) of what you need to be repaired with proof of purchase. We will advise you to send the piece/s back to us, where it will be passed onto our studio team for their assessment.
Once assessed, we will be able to provide you with a description of the repair, including a quote. Repairs can take approximately 7 to 10 business days. Please note, that postage to and from the studio is to be paid by the customer.
In the rare case of faulty items, a refund can be given upon inspection of the item (conducted by our jewellers), and the outgoing postage will be refunded.
Manufacturing faults do not include damage or wear and tear, oxidised or fading plating, broken chain, cracked or broken stones or pearls, or bending of rings or earrings.
In order to maintain your jewellery in perfect condition, we recommend following our care instructions and having your jewellery serviced annually by us. Please contact us via contact@tjoan.com for more information on this service.
Making a return
To exchange or receive a credit for your purchase, all jewellery must be returned in its original, unworn condition and carefully repackaged in the original protective packaging. We will not exchange goods that have been worn or show obvious signs of wear. If the product is damaged, not in its original saleable condition or shows signs of wear, the product will be returned to the buyer at their own expense.
To request a return or exchange, email us at contact@tjoan.com to request your RMA (Return Merchandise Authorization) number and one of our team members will email you an RMA Form to fill out and send with your return. Please note that all items returned should have a Return Merchandise Authorization (RMA) number. Without the RMA number and form, all unidentified returns may be returned to the sender.
After you have received your RMA number, please securely package your item in its original box and send it with your completed RMA form to the advised address using an insured express service with signature on delivery. We will not be held responsible for jewellery lost or damaged during postage back to us.
