Returns & Refunds Policy

Personalized Products

Since all of our jewelry is custom-made, we cannot accept returns for personalized items.

However, if there is a production defect or you receive the wrong product, we will make sure you are not left dissatisfied. In such cases, please contact us at contact.pawelle@gmail.com to request a free replacement or refund.

Orders Not Yet Processed

If your order has not yet entered the production process, you may request a cancellation and refund.
In this case, your payment will be refunded to the original payment method after approval.

Shipped Orders

Once production is complete and your order has been shipped, only exchanges are possible.
For your exchange request to be accepted, the reason must comply with our return/exchange policy.

1. Personalized Products (Custom-Made Items)

All Pawelle jewelry is made uniquely for you based on the photo or details you submit.
For this reason, personalized items cannot be returned or refunded once production has started.

However, your satisfaction is important to us.

We will offer a free replacement or full refund if:

  • The product arrives damaged or defective

  • The engraving/cutting is incorrect

  • You receive the wrong item

To request assistance, please contact us at contact.pawelle@gmail.com within 14 days of receiving your order.

2. Orders Not Yet Processed

If your order has not entered production, you may request a cancellation.

After approval, your payment will be refunded to the original payment method.
Processing time may vary depending on your bank or payment provider.

3. Shipped or Completed Orders

Once your personalized item has been produced and shipped:

  • Returns are not accepted

  • Exchanges are available only in eligible cases

Exchange requests are evaluated based on our return/exchange policy.
Customers are responsible for providing clear photos to support their claim.

4. Non-Returnable Items

The following items cannot be returned or refunded:

  • Personalized or custom-made jewelry
    (Legal basis: EU Consumer Rights Directive — Custom-made goods exemption)

  • Gift cards or digital vouchers

5. Refund Process (If Applicable)

If your refund or replacement request is approved:

  1. You will receive an email confirmation.

  2. Your refund will be processed within 3–10 business days.

  3. The credit will automatically be applied to your original payment method.

Please note that processing times depend on your bank or card issuer.

6. Delayed or Missing Refunds

If you have not received your refund:

  1. Check your bank account again.

  2. Contact your credit card provider — posting delays may occur.

  3. Contact your bank — refunds may take several business days to process.

If you still cannot locate your refund, email us at contact.pawelle@gmail.com and we will assist you.

7. Contact Information

For all return, refund, or order-related inquiries, please reach us at:
📧 contact.pawelle@gmail.com