CUSTOMER CARE BACK UP

Here’s all you need to know before placing an order!

PLACING AN ORDER:

All products are sold in PAIRS, except some clearance items which are still sold individually.

Products sold as a pair are marked with (PAIR). For clearance items, please select "2" under product quantity to order a pair.

In the event that we need to make a change / cancel your order, we will attempt to notify you by contacting the e-mail provided as soon as possible.

DISCOUNT CODES:

Discount codes can be applied on the final page of check out before payment. All prices on the cart page exclude shipping charges. Please use our shipping rates calculator to calculate your shipping fee.

MAKING CHANGES TO YOUR ORDER:

Once your order has been placed, there is a 1 hour grace period for amendments and cancellations. During this time, if you would like to make changes to your order, email us at support@askandembla.net with your order number. We will not be able to attend to any requests for order changes or cancellations once your order has been fulfilled.

SHIPPING & DELIVERY:

We ship internationally. All orders above USD60 nett qualify for free international shipping. The shipping rates for orders below USD60 vary depending on country. You will be able to get an estimate of shipping costs after adding items to your cart.

Orders that ship by express shipping should take 2-4 working days to reach you upon the order being fulfilled, while orders that ship by regular shipping takes between 6-21 days depending on your country. For more information on the estimated time to each destination, kindly head over to https://askandembla.net/pages/shipping

ONCE YOUR SHIPMENT IS TURNED OVER TO THE POSTAL SERVICE IN YOUR COUNTRY, IT IS MARKED AS DELIVERED IN OUR SYSTEM. COLLECTING YOUR GOODS FROM YOUR LOCAL POST AND PAYING ANY DUTIES ARE THE RESPONSIBILITY OF THE BUYER.

Kindly follow your order journey through the tracking link provided to the email associated with your order, as WE WILL NOT BE RESPONSIBLE FOR UNSUCCESSFUL DELIVERY ATTEMPTS OR DELIVERY DELAYS DUE TO RE-ROUTING OF ARTICLE, UNSUCCESSFUL DELIVERY ATTEMPTS OR INSUFFICIENT ADDRESS INFO.

We don't mean to shout, this is just important for you to note :-)

PAYMENT:

By making payment, you authorise the transaction and confirm that the credit/debit card is valid and that your payment details are correct. All credit/debit/PayPal transactions and payment account holders are subject to validation checks and authorisation by the card issuer or payment method provider.

If the issuer of your card or payment method refuses to authorise payment or the transaction is marked as fraudulent/pending due to checks, we will not accept your order until payment has been verified and approved. We will not be liable for any delay or non-delivery and are not obliged to inform you of the reason for refusal.

EXCHANGES AND REFUNDS:

Can I do an exchange or get a refund?

We accept refunds and exchanges only in the event that you have received a defective product or a completely different and incorrect product which does not match the order you placed. All refunds and exchange requests for defective goods will undergo assessment before being approved or rejected. Please understand that not all cases will be approved for refund within reasonable means as a large number of our products are 100% crafted by hand, not machine, and unavoidably sustain minor scuffs and blemishes from the making process. We seek your kind understanding on this!

To be eligible for an exchange or refund, your item must also be unused and in the same condition that you received it. It must also be in the original packaging.

Cases regarding exchange in sizes / design will not be entertained. Please confirm your items and sizing before submitting your order.

All jewelry, with the exception of certain pure metals, will tarnish over time. This is a natural result of materials interacting with moisture in the environment. Hence, such cases will not qualify for an exchange or refund. If you’d like to prevent tarnishing, you could purchase anti-tarnish strips and/or store your jewelry away from water sources and natural materials that trap moisture. It is also advisable to keep your jewelry dry and away from sunlight.

For the safety of yourself, our staff, and all of our customers, we do not entertain returns of any body modification jewelry due to hygiene and sanitation reasons.

Are sale items refundable?

Only regular priced items may be refunded, sale items cannot be refunded.

How long does your exchange policy last?

Our exchange policy for defective items lasts 7 days. If 7 days have passed since your receipt of the item, we will unfortunately not be able to offer you a refund. Once your item is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

Are shipping costs refundable?

Shipping costs are non-refundable. If the delivery is unsuccessful, the cost of return shipping will unfortunately not be included in the refund. In the event of a refund, we will retain the original shipping cost we paid (not the amount charged to the customer).

Approved refunds will automatically be applied to your credit card or original method of payment. There is often some processing time involved when a refund is initiated. If you haven’t received your refund yet, check your bank account again, or contact your credit card company.

How long will my exchanged product take to be delivered?

Depending on where you live, the time will vary. Consider using a trackable shipping service or purchasing shipping insurance.

ALLERGIES / SENSITIVITY TO MATERIALS:

Although extremely rare, the wood, metals and finishes commonly used in making jewelry may trigger sensitive reactions on the skin for some people.  For others, virtually anything might cause such reactions. It is the responsibility of the consumer to take precaution with any sensitive tendencies he or she might have to materials (silver, steel, brass, wood etc.) or the oxidation applied to metals (liver of sulphur, prior to making a purchase. We will not be held liable for any allergic reactions that may occur as a result of wearing our jewelry.

Some care tips just for you:

- Before wearing our jewelry, kindly do use the alcohol swaps provided.

- Do not let our jewelry come in contact with water, perfumes, creams, or other liquids. They are highly sensitive to chemicals and liquids, and being in contact with them may cause them to oxidise or change in colour.

- To avoid scratches, wrap the jewelry you have in a soft cloth after cleaning or keep it/them in a jewelry box separate from other types of jewelry.