Refund policy

30-Day Return Policy

You have 30 days from the day your order arrives to request a return. To be eligible, the item must be unworn, unused, in its original packaging, and accompanied by proof of purchase. For hygiene reasons, we cannot accept returns on body jewelry that shows signs of wear or has been in contact with skin.

Non-Returnable Items

The following items cannot be returned: items that are not in their original condition, items returned without their original packaging, and complimentary items received as part of a promotion or as a goodwill gesture. Orders placed with a promotional discount code are eligible for store credit only. Refunds to the original payment method are not available on these orders.

Orders paid for with store credit are final sale. They cannot be returned, exchanged, or refunded in any form.

Free items included with an order, such as a gift added at checkout or a complimentary pouch, are not selected by the customer and are not part of the purchase. They cannot be chosen, swapped, exchanged, returned, or redeemed for credit or cash value, and they carry no purchase value. If the paid items from an order are returned, the free items need to be sent back with the return.

Goodwill Resolutions

From case to case, we may offer a replacement, a complimentary item, a partial refund, or store credit to resolve an issue with an order. Any such offer is made as the full and final resolution of that issue. Once a goodwill resolution has been accepted, the original items from that order are no longer eligible for return, exchange, or refund. Goodwill items themselves are yours to keep, they cannot be returned, exchanged, or redeemed for credit or cash value.

How to Start a Return

Email us at support@wearissoria.com with your order number and the reason for the return. If your request is approved, we'll reply with instructions on how and where to send the item. Please don't ship anything back before contacting us. Packages sent without an approved return request cannot be processed.

Return Shipping Costs

Once a defective, damaged, or incorrect item has been confirmed by photo, we usually send a replacement without asking for anything back. If we do ask you to return such an item, we cover the return shipping. For all other returns, return shipping is the customer's responsibility. This also applies when you choose to return items from an order in which another item was defective.

Damages and Issues

Please check your order as soon as it arrives and let us know within 7 days of delivery if anything is defective, damaged, or not what you ordered.

If an item arrives defective, damaged, or incorrect, we always have the right to remedy it first. To make a claim, please send us a clear photo showing the defect or damage, together with your order number. Claims without photo proof cannot be processed. Once we have reviewed your photo, we send you a free replacement of the affected item, in most cases without you having to send anything back. A refund for that item is only issued if a replacement is not possible or if the replacement also arrives defective.

A defect only applies to the item concerned. Other items from the same order are not affected by it and follow the regular return conditions above, including return shipping costs.

This applies to every order, regardless of how it was paid for or whether a discount code was used. The conditions listed under Non-Returnable Items do not apply to defective, damaged, or incorrect items. Free items are covered by this as well. If a gift or pouch arrives damaged, send us a photo and we'll replace it.

Plating & Materials

Issoria jewelry is made from gold-plated and silver-plated steel and comes with our Lifetime Material Warranty: if a piece tarnishes or changes color, send us a photo and we will replace it free of charge. Damage caused by wear, pulling, or accidents is not covered by the warranty. Following the care instructions included with your order will keep your piece looking its best. If you have a known sensitivity to any metal, please check the materials listed on the product page before ordering. We're not able to accept returns for skin reactions caused by metal sensitivities.

European Union: 14-Day Right of Withdrawal

If your order ships to an address in the European Union, you may withdraw from your purchase within 14 days of delivery without giving any reason. To do so, email us at support@wearissoria.com with your order number, and send the items back within 14 days of informing us. Return shipping is your responsibility. You may handle the items as you would in a store. If they show signs of use beyond that, we may deduct the resulting loss in value from your refund. We refund the purchase price, including standard shipping costs, to your original payment method within 14 days of receiving your withdrawal, and we may wait until the items have arrived back with us. The restrictions on discount codes and store credit above do not apply to EU withdrawals.

Refunds

Once we receive and inspect your return, we'll let you know whether the refund has been approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may need additional time to post the credit. If more than 15 business days have passed since your refund was approved and you still don't see it, please get in touch.

Contact

Email: support@wearissoria.com
Support hours: Monday to Friday, 9:00 AM to 5:00 PM (ET)
We aim to answer every message within 24 hours.