Exchanges, Returns and Refund Policy
At Ulka Jewells, every piece is quality-checked and prepared with care before it reaches you. We genuinely want you to love what you receive, and this page explains exactly how our exchange, return and refund process works, should you ever need it.
Please Note: Colours and finishes may appear slightly different on screen due to lighting and display settings. As many of our pieces feature natural gemstones and hand-finished metalwork, minor variations in stone colour, texture or finish are normal and are part of what makes each piece unique.
If you've reviewed the details below and your item is eligible for a return or exchange, follow these five steps to have your request processed smoothly.
How to Request a Return or Exchange
Inspect & Act Fast (The 72-Hour Window)
As soon as your package arrives, please inspect your jewellery carefully. If you notice a defect or need a different ring size, email ulkajewells@gmail.com within 72 hours of receipt. If you've simply changed your mind and would like a refund to your original payment method, you must reach out within 12 hours of placing the order, as our jewellers begin sourcing metal and stones for your piece shortly after (this does not apply to Express orders).
Get Written Approval
Please wait for a response from our team before sending anything back — do not ship your item to us yet. Ulka Jewells reserves the right to refuse any parcel sent without prior written approval. We will review your request based on eligibility and policy compliance (confirming it isn't an Express order, Final Sale item, or a custom-sized piece).
Pack with Care
Once approved, please return the piece in its original, unworn condition, along with its certificate of authenticity, hallmark card, pouch or box, and all tags and packaging intact. If your order included a complimentary gift, it must be included in the return. If it is missing, its value will be deducted from your final credit or refund.
Ship via a Traceable Courier
You have 72 hours after approval to ship the item back to us.
Cost: Return shipping is at your expense, unless we sent the wrong item.
Tracking: Please use a traceable, insured courier partner, given the value of the piece.
Liability: Ulka Jewells is not responsible for return packages lost or damaged in transit — please keep your tracking number safe until your return is confirmed as received.
Receive Your Exchange, Credit or Refund
Once your return reaches us and passes inspection:
For Ring Resizing / Exchanges: We will process your correct size and share a new tracking number as soon as it is dispatched.
For a Different Piece: We will issue a store credit, which you can use to place a fresh order for any piece on our website.
For Approved Refunds: Refunds are credited to your original payment method — see Refund Processing Timelines below.
Frequently Asked Questions
Below is everything else you may want to know about our returns, exchanges and refunds.
General Returns & Exchanges
1. How long do I have to request a return or exchange?
All requests must be raised within 72 hours (3 days) of receiving your package.
2. Can I exchange a ring for a different size?
Yes, we offer one complimentary resizing exchange for the same design in a different size.
3. Does the resizing exchange apply to custom orders?
No. Pieces made to a custom size are not eligible for a size exchange.
4. Can I exchange my piece for a different metal finish?
A different metal finish (such as rose, yellow or white gold) may only be offered if your original selection is sold out.
5. How do I exchange my piece for a completely different design?
To choose a different design, return your original piece for store credit and place a new order online for the piece you'd prefer. Store credit does not expire.
6. How many times can I exchange one order?
A maximum of one exchange per order is allowed.
Condition & Packaging Standards
7. What condition must the jewellery be in for a return?
Items must be unworn and undamaged, with the original certificate, hallmark card, pouch or box, and all tags attached. We are unable to accept returns on jewellery that shows any sign of wear, resizing or alteration.
8. Can I return an item used for a photoshoot or styling?
No. We do not accept returns on pieces worn for press, styling, or photoshoot purposes.
9. What if my item doesn't have its tag or hallmark card?
If a piece is returned without its tag or hallmark card, it is not eligible for return.
10. Do I need to return any complimentary gifts included with my purchase?
Yes. To receive a full refund or credit, any complimentary gifts must be returned along with the piece. If missing, the value of the gift will be deducted from your total.
Cancellations & Defects
11. Can I cancel my order if I change my mind?
Yes, provided you contact us within 12 hours of placing the order — after this window, our jewellers have typically begun sourcing and crafting your piece.
12. Does the 12-hour cancellation window apply to Express orders?
No. The "change of mind" cancellation is not applicable to Express or Rush orders.
13. What should I do if my jewellery arrives damaged or defective?
Inspect your order immediately. Contact us at ulkajewells@gmail.com within 3 days so we can evaluate the issue and make it right. See our full Damaged or Missing Items procedure below.
14. What happens if I receive the wrong piece?
Please contact us immediately. If the error was on our part, we will cover the shipping cost of the exchange. See our full process below.
Shipping & International Orders
15. Does Ulka Jewells provide a prepaid return shipping label?
No. We do not provide return shipping labels. Customers are responsible for all return shipping costs.
16. Are international returns handled differently?
International customers are also responsible for covering return shipping costs for refunds or exchanges.
17. Who is responsible for return packages lost or damaged in transit?
Ulka Jewells is not responsible for packages lost or damaged during return transit. Please use a reliable, insured courier with a traceable link for every return.
18. What courier should I use for my return?
Please use a traceable, insured courier. Once an exchange is approved, you must ship your item within 72 hours or the request will be voided.
19. Who pays for shipping on the newly exchanged piece?
Customers are responsible for shipping fees on exchanged items for both domestic and international orders.
Restrictions & Refusals
20. What is the policy for Rush or Express orders?
We do not accept returns on Rush orders (Express shipping or specially expedited requests).
21. Can I return a "Final Sale" item?
No. Items marked as final sale are not eligible for return or exchange.
22. When will my exchange be processed?
Exchanges are processed only after we have received and inspected your returned piece.
23. What happens if I refuse delivery of my order?
Packages refused at the door, or deemed undeliverable by the courier, are non-refundable.
24. What if my package is marked "Returned to Sender"?
The order will return to our studio. We attempt delivery twice before this happens. If you still wish to receive your piece, a new shipping charge will apply.
25. Can Ulka Jewells refuse a return for other reasons?
Yes. We reserve the right to refuse any return that does not meet the conditions above, or that is sent back without prior written approval.
Refund Processing Timelines
26. How long does a refund to my original payment method take?
Approved refunds are processed within 7-10 business days of approval, though your bank or card provider may take a few additional days to reflect the amount in your account.
27. How long does a store credit take to arrive?
Store credits are emailed to you within 3-5 business days of us receiving and inspecting your returned piece.
Damaged or Missing Items Policy
If you receive a damaged piece or find an item missing from your order, please notify us within 72 hours of receiving your package. To help us resolve this quickly, please follow these steps:
Notification: Email us at ulkajewells@gmail.com within 72 hours of receiving the package, including your order number, a brief description of the issue, and the date received.
Unboxing Video: To help us investigate, please share a video of the sealed package and its unboxing. The video should clearly show:
- The condition of the package on arrival, including whether the tamper-evident seal is intact.
- The full unsealing and unboxing process, so we can confirm the condition and contents of your order at the moment it was opened. This helps us determine whether an issue was present on arrival, and rules out any items being missing or damaged after delivery.
- A close-up of the affected piece or packaging.
Additional Proof: Alongside the video, please share clear photographs of the affected piece and its packaging, particularly any damage visible on the outer box.
Retain Everything: Please keep all packaging, the certificate/hallmark card, and the item itself until your claim is resolved — we may request the piece back for inspection.
Notifications made after 72 hours, or without an unboxing video, cannot be accepted. Claims without sufficient proof of the item's condition at delivery will unfortunately be denied.
Need more help? Contact us at ulkajewells@gmail.com.