RETURN AND EXCHANGE POLICY

 

 ABOUT OUR PIECES

Our pieces are all handmade in our atelier. We use 925c sterling silver in our pieces, which consists of 0.925 high-quality pure silver and 0.075 other alloys.

We use precious (sapphire, ruby, etc.) and semi-precious (amethyst, peridot, tourmaline, etc.) in our pieces. Details can be shown on the respective product pages.

Since we use natural stones, colors may vary. The products in photographs are close representations of the piece that you are going to receive.

If you have concerns about the colors of the stone or the finish of the piece, please get in touch with us after you place your order. We can provide photos before we send your package and make possible changes upon your request.

RETURN 

If you wish to return or exchange an item, first you must request a return authorization by contacting us at

contact@reasostudio.com. REASO is not responsible for the items sent to the office without prior information. Before sending the package back to us please make sure that it is discussed with the customer service team. Packages during shipment are not under the responsibility of the REASO office. We only consider your demand if the package arrives at our office. We recommend using trackable shipping.

To be eligible for return or exchange, products should be in their unused condition and have to be sent back in their original packaging.

For any inquiries, please reach out to us via email at contact@reasostudio.com. We aim to respond within 48 hours on weekdays.

However, as a small team with a busy production schedule, our replies may occasionally take a little longer. We truly appreciate your patience and understanding.

STANDARD RETURN WINDOW

You can return or exchange your order within 14 days from the date you receive your package. Please get in touch with us via contact@reasostudio.com.

Please note that we do not cover the cost of returns unless they are due to a fault of ours. If you think there is a problem with the piece that you ordered, please send us an email regarding the issue and provide photos of the piece within 24 hours. For faulty or wrong products, our customer care team will provide you with a shipping label, which will cover the costs associated with returning the products to us.

If you live outside of the European Union, we won’t be able to create a return label for the shipping. The customer needs to cover the return shipping. To learn about the return process, contact us at contact@reasostudio.com.

For the exchanges and returns outside of the EU, the customer needs to include the commercial invoice in the returning package. This document is originally attached to the package that is sent to you, which was in a clear pouch at the back of the package.

Also CN23 form needs to be filled out for returning goods.

For the returns from outside of the EU, “Return of goods” should be marked on the package, and the value should be entered as “0(zero)”. All necessary custom packages should be disclosed with the return. REASO keeps the right to decrease the refund amount or deny the package's arrival in case of wrong documentation provided by the customer.

 

REFUND

Please note that our current handling time for return orders is approximately 1 week after the package arrives back with us.

For the orders placed within the EU and the UK, the price of the item + shipping (including sale items) will be refunded to your original payment method. If the item is used or damaged, REASO retains the right to decrease the refund amount. 

For customers outside of the EU or the UK, we can only refund the amount the customer paid for the jewelry as listed in their order. Shipping costs are non-refundable.

Since we do not charge VAT or other taxes on orders shipped outside the EU or the UK, you may be required to pay import duties or taxes directly to your local customs authority. These charges vary by country.

For customers outside of the EU or the UK, if you return an item and wish to request a refund of any taxes paid upon import, please contact your local customs office directly for assistance.

 

EXCHANGE POLICY

WHEN YOU RECEIVE THE WRONG PRODUCT

If you think that you received the piece that you haven’t ordered, please get in contact with us immediately. If it is due to our error, we will fix the problem promptly and free of charge on your end.

SWITCH TO ANOTHER SIZE OF THE SAME PRODUCT

If you calculate your size wrong and the ring doesn’t fit, please e-mail us within 14 days of receiving the product, provide your customer information, and inform us about the size change. Also, provide the size you wish to receive in exchange. Shipping costs both ways are up to the customer. Therefore, we recommend you check our size guide and contact us if you are still not sure about your size.

For customers outside of the EU, the extra cost may occur due to the country’s customs policies. All extra costs would be in customers' responsibility. Check above "STANDARD RETURN WINDOW" for more information.

WANT TO SWITCH TO ANOTHER PRODUCT?

We can’t change the jewelry for another design of jewelry to not messing with our inventory. Please simply return the product you have received within 14 days and order your new product separately. Please don’t forget to let us know before you place your new order. 

All inquiries:contact@reasostudio.com.

RIGHT TO COMPENSATION

Please contact our customer care via email stating your order number, description, and photo of the problem.

Wear and tear, oxidation of the silver, color change due to lack of maintenance, missing gems, and breakages on the glass pieces are not considered production errors. REASO do not compensate for these issues after the return window.

We reserve the right to decline unreasonable repairs, returns, and exchanges.

If you have questions concerning repairs, please reach out to customer care and we will do our best to help you. contact@reasostudio.com