We want you to feel confident shopping with Kandee Juls. This Returns & Refund Policy explains how returns, exchanges, and refunds work for purchases made on kandeejuls.com.
If you have questions, contact: kandeejuls@gmail.com
1) Returns Window
You may request a return within [14/28] days of receiving your order.
To be eligible for a return:
- Items must be unused, unworn, and in the original condition
- Returned with original packaging and any included components (tags, boxes, inserts)
- Items must not show signs of wear, alteration, or damage caused after delivery
2) How to Start a Return
To start a return, email kandeejuls@gmail.com with:
- Your order number
- The item(s) you want to return
- The reason for return (optional, but helpful)
We’ll reply with return instructions and the return address details.
Please do not send returns without contacting us first, as this may delay processing.
3) Return Shipping
- Return shipping is [paid by the customer / covered by us for approved returns].
- We recommend using a tracked service, as you are responsible for the parcel until it reaches us.
- If a return is lost in transit, we may be unable to issue a refund without proof of delivery.
4) Refunds
Once we receive and inspect your return, we will notify you of approval.
If approved:
- Refunds are issued to the original payment method
- Refund processing may take [5–10] business days to appear, depending on your bank/payment provider
Original shipping fees are [non-refundable / refundable only if the item is faulty].
5) Exchanges
We currently offer:
- [Exchanges / store credit only / no direct exchanges]
If you want a different item or size:
- The fastest option is usually to return the original item (if eligible) and place a new order.
6) Faulty or Incorrect Items
If your item arrives faulty, damaged, or incorrect, contact us within 48 hours of delivery at kandeejuls@gmail.com with:
- your order number
- clear photos/videos of the issue
If confirmed, we will offer an appropriate remedy, which may include a replacement, repair, or refund (depending on availability and the issue).
7) Non-Returnable Items
The following items are not eligible for return unless faulty:
- Earrings (for hygiene reasons) [only include if you want this rule]
- Items marked Final Sale / Non-returnable on the product page
- Gift cards (if applicable)
8) Bespoke / Custom Jewellery
Bespoke/custom pieces are made specifically to your requirements.
For that reason, bespoke/custom orders are non-refundable and non-returnable, except where the item is faulty or not as agreed.
If there is an issue with a bespoke piece, contact us at kandeejuls@gmail.com and we will assess and provide an appropriate remedy.
9) Cancellations
If you need to cancel an order, contact us as soon as possible. If the order has not been processed or dispatched, we will do our best to help.
Once an order has been dispatched, it cannot be cancelled and must follow the returns process (if eligible).
10) Returning a Gift
If you received an item as a gift, the refund will be issued to the original payment method. We can alternatively offer store credit where appropriate.
11) Contact
For returns and refunds, email: kandeejuls@gmail.com
Address: 7 Manuka House, SE10 8GN
Phone: 07950 311 685