Returns, Exchanges & Refund Policy

At Sakeenah Jewellery, we want you to love your pieces as much as we do. If for any reason you are not completely satisfied with your order, please read our policy below.

Returns

We accept returns within 14 days of delivery.

To start a return, please contact us at info@sakeenahjewellery.com with your order number and details of the item you would like to return.

Returned items must be:

• unworn and unused
• in their original condition
• in the original packaging
• returned within 14 days of receiving your order

Returns sent outside of this timeframe may not be accepted.

Please note that return shipping costs are the responsibility of the customer. We do not provide prepaid return labels.

Original shipping charges are non-refundable. Refunds will only be issued for the item value paid at checkout.

The following items cannot be returned:

• earrings and pierced jewellery (for hygiene reasons)
• sale or discounted items
• items showing signs of wear, damage, or misuse

If your parcel is returned to us due to failed delivery, non-collection, or an incorrect address provided at checkout, only the product cost will be refunded. Shipping charges will not be refunded.

Exchanges

We offer exchanges within 14 days of delivery.

To request an exchange, please email info@sakeenahjewellery.com with your order number and the item you would like to exchange.

All exchanged items must be returned in perfect, unworn condition with original packaging.

Customers are responsible for the shipping cost of sending the original item back to us. We will cover the shipping cost of sending the replacement item.

Please note that we cannot offer exchanges for:

• earrings and pierced jewellery
• personalised or custom-made products
• sale items
• worn, damaged, or used products

Faulty or Damaged Items

Every order is carefully checked before dispatch.

If your item arrives damaged or faulty, please contact us within 24 hours of delivery at info@sakeenahjewellery.com.

Please include:

• your order number
• clear photos of the item
• a short explanation of the issue

This helps us resolve the matter as quickly as possible.

Unfortunately, if more than 24 hours have passed since delivery, we may not be able to accept responsibility for the issue.

Refunds

Once your returned item has been received and inspected, we will confirm whether your refund has been approved.

If approved, your refund will be sent back to your original payment method within 10 business days.

Please note that banks and card providers may take additional time to process the refund.

If you have not received your refund after 15 business days from approval, please contact us at info@sakeenahjewellery.com.

Undelivered or Returned Parcels

If your parcel is returned to us because:

• delivery was missed
• the courier could not safely deliver the parcel
• customs charges were not paid (international orders)
• the shipping address provided was incorrect

we will refund the order value excluding delivery charges.

If you would still like the item, a new order will need to be placed.

International Orders

Customs Duties & Shipping Responsibility

For international orders, customers are responsible for paying any customs duties, taxes, or import charges required by their country.

Customers are also responsible for ensuring that all shipping details provided at checkout are correct.

If an order is returned due to unpaid customs fees, an incorrect address, or cancellation after dispatch, the original courier shipping cost will be deducted from the refund.

Refunds for returned international parcels will only be processed once the parcel has been successfully received back by us.

By placing an order with Sakeenah Jewellery, you agree to the terms outlined in this policy.