Refund policy

We build pieces to be kept, not returned. But a JEMFYRD piece should feel right in person, and if it does not, the path back to us is simple and humane. You have 30 days. Unworn pieces in their original condition are fully refundable. Engraved, bespoke and numbered Archive pieces are made for you alone, and so are final.

1. Your Return Window

You may request a return within 30 days of delivery. This is a voluntary window more generous than the law requires in most markets, and it sits on top of, not instead of, any statutory cancellation right you hold, for example the 14-day right of withdrawal in the EU/EEA and UK.

2. Condition for a Refund

To be eligible, a piece must be returned:

• Unworn, undamaged and in its original, resaleable condition
• With its Provenance Document, linen pouch, gift packaging and any certificates, tags or components it shipped with
• With proof of purchase, meaning your order number or receipt

We inspect every return. We may decline a refund, or apply a fair reduction, where a piece is returned worn, altered, damaged by the customer, missing parts or packaging, or outside the window. Diminished value from handling beyond what is necessary to assess the piece may be deducted, as permitted by consumer law.

3. How to Return

1. Request authorisation first. Email jemfyrd@dekulture.com or use the returns portal with your order number. Do not ship anything back before you receive a Return Authorisation, as unauthorised returns can be delayed or refused.
2. Pack it as it arrived. Use the original packaging so the piece travels protected and insured.
3. Send it with tracking. Use the prepaid insured label we provide for faulty or incorrect items, or a tracked, insured service of your own for change-of-mind returns.
4. We inspect and refund. We assess within 3 to 5 business days of receipt and confirm the outcome by email.

4. Who Pays Return Shipping

Reason for Return	Return Shipping	Original Outbound Shipping
Faulty, damaged in transit, or our error	We pay, with a prepaid label	Refunded
Change of mind, fit or preference	Customer pays	Not refunded
EU/EEA and UK statutory withdrawal	Customer pays, unless we agree otherwise	Standard outbound refunded

5. Refunds, Exchanges and Store Credit

• Method: refunds are issued to the original payment method. Where that is not possible, we offer JEMFYRD store credit of equal value.
• Timing: once approved, we initiate the refund immediately. It then takes your bank or payment provider a further 5 to 10 business days to post. COD remittances, where offered, are refunded by bank transfer or store credit.
• Exchanges: we are glad to exchange for a different size, piece or collection, subject to availability and any price difference.
• Store credit: offered on request and never expires, except where local law sets a maximum validity.
• Partial refunds: may apply where only part of an order is returned, or where a returned piece is not in fully resaleable condition.
• Replacement before refund: for a confirmed defect we will normally offer to repair or replace first. You keep your statutory right to a refund where the law provides one.

6. Pieces That Cannot Be Returned

Because of how they are made, or for reasons of hygiene, the following are final sale and not eligible for change-of-mind return. Your rights for a faulty item are unaffected.

• Engraved or otherwise personalised pieces
• Bespoke and made-to-order commissions
• Numbered, limited Archive pieces
• Pierced earrings, once the hygiene seal is broken
• Gift cards and store credit
• Pieces explicitly marked final sale at the time of purchase

7. Damaged, Missing or Incorrect Items

Tell us within 48 hours of delivery if a piece arrives damaged, or if an item is missing or incorrect. Please keep the packaging and send clear photographs of the piece, the packaging and the shipping label. An unboxing video, if you have one, speeds the claim. Because shipments are insured, we resolve confirmed transit damage with a repair, replacement or refund at no cost to you.

8. Handmade and Natural Variation Is Not a Defect

JEMFYRD pieces are made by hand. Deliberate irregularities, the permanent patina of the Cinder collection, hand-set stones, and small differences in finish, weight, texture or tone are evidence of authorship, not faults, and are not grounds for return as defective.

9. Cancelling a Standard Order

You may cancel an in-stock order for a full refund any time before it is dispatched, ideally within 12 hours of placing it. Once an order has shipped it can no longer be cancelled. Treat it instead as a return under the sections above.

10. Made-to-Order, Bespoke and Engraved Pieces

These enter production specifically for you. They may be cancelled within 24 hours of confirmation, before materials are committed and work begins. After that point they cannot be cancelled or refunded, as they cannot be resold. Where a bespoke commission involves a deposit, the deposit becomes non-refundable once design or production work has started.

11. Pre-Orders and Archive Drops

Pre-orders may be cancelled for a full refund any time before dispatch. Numbered Archive pieces, once allocated and paid, follow the made-to-order rule above, given their limited and final nature.

12. When JEMFYRD May Cancel an Order

We may cancel an order, in whole or in part, and refund you in full, where:

• A pricing, description or stock error has occurred
• Payment fails, is reversed, or cannot be verified
• We reasonably suspect fraud or a breach of these policies
• The delivery address is undeliverable or in a restricted or sanctioned territory
• Customs or import rules prevent lawful delivery

Where we cancel, we will tell you and refund any sum already paid to the original payment method.