Widerrufsrecht

We want you to be completely happy with your new purchase. However, if for any reason you are not completely satisfied with any items you may return them to us within 30 days of receiving your order unworn and unused, together with the original packaging either for a refund, exchange or store credit. Please note, store credit is non-refundable.

To start your return, please visit our Returns Portal and follow the instructions provided. 

 

After submitting your details and selecting a shipping provider to return the item, you will receive an email with your postage label or QR code, along with instructions on where to send your return. Please note that the customer is responsible for any fees incurred during the returns process. Postage costs are calculated and must be paid in the final step of our returns portal before receiving your postage label or QR code. Please note that original shipping charges are non-refundable. 

*Should you decide to return part of an order that included a free item(s) as part of the promotional offer, (e.g. Golden Week) the value of the free item(s) or discount will be deducted proportionally from the refund amount or may be billed separately if you do not return the free gift.

*Earrings and any other pierced jewellery cannot be returned for strict hygiene reasons.

*Gift cards are not refundable

When will I be refunded?

 

Please allow up to 7 business days for returns to be processed once we receive them back and 1-5 business days of bank processing time. This is down to your bank or card issuer and is out of our control. Refunds will be credited to you via the original method of payment or store credit.

Missing or wrong items

We sincerely apologise if the items received are not the items that was originally placed by you. On the rare occasion that this may happen, we ask you to please contact us as soon as possible at hello@33-mm.com

In some cases, we may ask for you to return the item back to us through our returns process found here.

Please note that if you are missing/received the wrong items, you must claim for this within 30 days of the order being dispatched.

 

Faulty items

1. Faulty Item Identification: In the unlikely event that you receive a faulty item, we sincerely apologize for any inconvenience caused. A faulty item refers to a product that is damaged, defective, or significantly differs from the description provided on our website.

2. Refund or Replacement Options: a) Refund: We offer a full refund for faulty items. Upon verification of the fault, we will refund the full purchase amount, including any applicable shipping charges, to the original payment method used during the purchase. b) Replacement: Alternatively, we can send you a replacement for the faulty item, subject to availability. If the exact item is out of stock, we will offer a similar alternative or issue a refund.

3. Reporting a Faulty Item: To initiate the refund or replacement process for a faulty item, please follow these steps: a) Contact our customer support team by sending an email to hello@33-mm.com within 7 working days of receiving your order. b) In your email, include the following information:

   • Order number
   • Detailed description of the fault or issue
   • Clear and relevant photographs of the faulty item (if applicable)

4. Verification and Return Process: a) Our customer support team will review your email and assess the provided information. b) If necessary, we may request additional details or evidence to validate the fault. c) Once the fault is confirmed, we will provide you with instructions on returning the faulty item. You are responsible for packaging the item securely to prevent further damage during transit. d) Please ensure that the faulty item is returned to us within 14 days of receiving the return instructions. Failure to do so may result in the rejection of your refund or replacement request.

5. Return Shipping Costs: a) If we request the return of the faulty item, we will provide you with a prepaid shipping label or reimburse the return shipping costs upon receipt of a valid proof of payment. b) We recommend using a trackable shipping service to return the item, as we cannot be held responsible for any lost or undelivered returns.

6. Refund or Replacement Processing: a) Upon receiving the returned faulty item, we will inspect it to confirm the reported fault. b) If the fault is verified, we will proceed with either the refund or replacement, as per your preference. c) Refunds will be processed within 7 business days and will be credited back to the original payment method. d) Replacements will be shipped promptly, and you will receive a confirmation email with the tracking details.

7. Exclusions: This policy does not cover faults or damages resulting from misuse, neglect, accidental damage, wear and tear, improper care, or unauthorized alteration of the item.

8. Modification or Termination: We reserve the right to modify or terminate this policy at any time without prior notice. However, any modifications will not affect the terms and conditions of faulty item claims initiated before the policy change.

 

Refund amount

You will receive your refund in full (excluding shipping charges) once the returned items have been inspected and confirmed to be in their original condition. In the case of faulty items being returned, the full amount including shipping charges will be refunded once the items have been received by 33mm and confirmed to be faulty.