We want you to be completely satisfied with your ISTINARA purchase. If for any reason you are not, you may return your item for a refund or exchange in accordance with this policy and UK consumer law.

1. Your Right to Cancel

You have the right to cancel your order within 14 days of receiving it, in line with the UK Consumer Contracts Regulations. This right does not apply to:

• Earrings (for hygiene reasons).
• Bespoke or custom-made items, including those made to your specific design or size.
• Pre-order items, unless cancelled within 24 hours of placing your order.

To cancel a pre-order within the 24-hour window, please email info@ISTINARA.store with your Order ID, Product Name, and Product ID.

2. Condition of Returns

All returned items must be:

• Unused, unworn, and undamaged.
• In their original packaging with all accompanying materials (including boxes, certificates, and tags).

We reserve the right to refuse returns that are received after the 14-day period, show signs of wear, or have been altered from their original condition.

3. How to Request a Return or Exchange

1. Complete the Return Form found in “My Account” or via the link provided on our website. A separate form must be submitted for each item.
2. Include your Order Number, Product Name, and Product ID as shown in your Order Confirmation and Invoice.
3. Agree to the terms of this Exchanges & Returns Policy.
4. Upon review, you will receive a Return Eligibility Confirmation email with further instructions.
5. Sign and include the returns proforma invoice(s) supplied with your order (or request a PDF copy if lost). Three signed copies must accompany your return.

Your return will only be processed once received by ISTINARA and verified as eligible.

4. Return Shipping & Charges

• Return shipping costs, along with any applicable customs duties, taxes, and administrative fees, are the responsibility of the customer.
• All returns must be sent using a tracked and insured delivery service to ensure safe arrival.
• We are unable to accept liability for any loss or damage in transit, so we recommend packaging items securely and choosing a courier that provides insurance for the full value of the item.

5. Refunds

• Refunds will be issued to the original payment method or as a Gift Card, as selected in your Return Form.
• Gift Cards are valid for 12 months from issue and may be used by you or gifted to another recipient.
• Refunds will be processed within 14 working days of ISTINARA receiving and approving your return. Processing times may vary depending on your payment provider.
• Customs duties and sales taxes paid outside the UK are non-refundable through ISTINARA. You may be able to reclaim these through your local customs authority.

6. Cancelling Pre-Orders

• You may cancel a pre-order within 24 hours of placing it by emailing info@ISTINARA.store with your Order ID, Product Name, and Product ID.
• Pre-orders cancelled after this period, or custom-made to your specifications, are non-refundable unless faulty.
• If we are unable to fulfil your pre-order, we will notify you and issue a refund for that item while shipping any remaining items in your order.

7. Repeated Returns

We offer a flexible returns policy to ensure a smooth shopping experience. However, repeated returns in breach of this policy may, at our discretion, result in future orders being refused.

8. Faulty or Incorrect Items

If you receive a faulty or incorrect item, please contact us within 7 days of receipt at info@ISTINARA.store. We will arrange for a replacement or refund, including return shipping costs in the case of a confirmed fault.