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Returns & Exchanges

Each piece of jewelry created in the Ana Oglejan atelier is handmade and crafted to order with meticulous attention to detail. Our designs are made to become a lasting part of your story, which is why we maintain a return policy that protects the integrity and quality of our creations.

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Most of our jewelry is made to order (crafted after your order is placed) to avoid overproduction. These pieces follow a standard design from our collection and can be returned in accordance with our return policy.

Custom orders, however, are unique pieces created especially for you, based on individual specifications (for example, engraved jewelry or designs made/modified upon request, outside the models listed on our website). For this reason, these items are considered final sale and cannot be returned or exchanged.

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1. Return Eligibility

  • Returns are accepted within 14 days of delivery for unworn, undamaged jewelry in its original packaging.

  • Only jewelry that is defect-free, in its original condition, has not been worn or damaged, and includes all original packaging and accessories with no signs of use, is eligible for exchange or return.

  • For hygiene reasons, earrings cannot be returned or exchanged.

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2. Personalized & Engraved Jewelry

All personalized pieces, including engraved designs, are considered final sale. These items are created exclusively for you and cannot be resold or refurbished.

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3. Non-Returnable Items

  • Jewelry that has been polished, cleaned, or shows signs of scratches, stains, dents, cracks, missing stones, or other damage.

  • Sale, sample, or promotional items.

  • Earrings (for hygiene reasons).

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4. Defective or Damaged Items

If your order arrives damaged or defective:

  • Please contact us within 48 hours of delivery at info@anaoglejan.com with your order number and clear photographs.

  • We will arrange a repair, replacement, or refund, depending on the case.

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5. Return Process

  • Email info@anaoglejan.com to request a return.

  • Pack the item securely in its original packaging.

  • Ship the return using a tracked and insured courier service (return shipping costs are the customer’s responsibility unless the item is defective).

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6. Refund Timeline

  • Approved refunds are processed within 14 days from the date we receive the returned item.

  • Refunds are issued to the original payment method used at purchase.

  • If your return does not pass inspection, no refund will be issued, and you will be contacted to arrange re-shipment.

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7. Return Shipping Costs

  • Customers are responsible for return shipping costs, including insurance and any applicable customs duties, unless the item is defective or shipped in error.

  • We strongly recommend using a tracked and insured service (e.g. DHL Express, UPS, FedEx) for safe return.

  • Ana Oglejan is not responsible for lost or uninsured returns.

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8. Failed Return Inspection

  • All returned items are carefully inspected upon arrival.

  • If an item fails inspection (e.g. signs of wear, scratches, damage, or modifications), the return will be rejected.

  • The item will be sent back to the customer, who will be responsible for shipping fees.

  • You will be notified by email with payment instructions for re-shipment.

  • We do not offer direct exchanges. If you wish to order another piece, please initiate a return (if eligible) and place a new order.

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9. Right to Refuse Repeated Returns

We reserve the right to refuse multiple or abusive return requests from the same client. This policy helps protect the sustainability of our made-to-order model and ensures fairness to all customers.

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10. Return Shipping & Third-Party Fees

  • Customers are responsible for return shipping costs, insurance, and applicable customs fees.

  • Refunds do not include third-party processing fees, such as:

    • Stripe or bank transaction fees

    • Currency conversion differences

    • International transaction charges

  • Refunds cover only the net value of the product (excluding the above fees).

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11. Important Note

If an item is returned in a condition that prevents it from being sold as new, we reserve the right to charge a restoration fee, because jewelry naturally loses a minimal amount of material during polishing. Every item is photographed before shipping as a record of its quality.

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