At Istana Jewel, returns or exchanges are allowed in certain circumstances. Products must be unworn, and in their original condition and packaging.
In the interest of hygiene and for your protection we DO NOT accept exchanges or provide refunds for earrings, body piercings or hair accessories unless the items are exhibiting a genuine fault.
Returns, exchanges and store credit are not allowed for change of mind.
RECEIVED WRONG PRODUCT
If you received a product different from the one that you ordered, we're so sorry about that! Please contact us at firstname.lastname@example.org within 14 days and we will be sure to get you the Istana Jewel you ordered!
PLACING AN EXCHANGE OR RETURN
Please contact our Customer Service (email@example.com) within 14 days of receiving your order and we will walk you through the process for returning the items. Please provide these information within the email: name, contact number, order number, faulty item and any video/photos to support.
Step 1 : Print and attach the Return Form provided by our Customer Service team with the products and gift with purchase that you wish to return
Step 2 : Ship the items back to Istana Jewel's dedicated address using a trackable shipping service of your choice.
Step 3 : Email (firstname.lastname@example.org) us the tracking number with the ID given by our Customer Service team.
Step 4: Your refund will be processed via your original payment method, product exchange or store credit. This will be processed within 14 days of receiving the returned items.
We will be in touch once the returned items have been received and processed. Kindly check your delivery status via the tracking number provided by your chosen courier. Once your order arrives back at Istana Jewel, it may take up to 14 business days for your refund or exchange to be processed and verified. We will be in touch via email.
Refund value is based on the product(s) purchased only. Shipping fee will not be refunded or be available to be used as a store credit.
Although we strive to ensure you can fully utilise your discount/promo codes, they are non-refundable and non-exchangeable for cash. If you return an item which you have used a voucher/promo code on, you will not get a replacement voucher as vouchers are for one time use only.