Refund policy

At Olga Shatrova, we prioritize customer satisfaction and strive to provide high-quality jewelry and exceptional service. This return policy outlines the conditions under which returns and refunds can be made. Please read this policy carefully to understand your rights and obligations.

Non-Refundable Items

Please note that custom-made jewelry and items bought during sales or promotions are not eligible for returns. These pieces are created or discounted specifically for you and are, therefore, non-refundable.

Return terms and conditions

Returns are accepted for jewelry items purchased from our "in stock" collection only, within 14 calendar days of receipt. To be eligible for a return, items must be in the same condition as received, unworn, unused, and with all original tags and packaging intact. You’ll also need the receipt or proof of purchase. 

To initiate a return, please contact us at the provided return contact information. Returned items must be shipped back to us using a trackable shipping method at the customer's expense. We recommend using a shipping method that provides tracking and insurance, as we cannot be responsible for items lost or damaged in transit.

We reserve the right to refuse a return if the conditions above are not met. All goods will be inspected by our returns team and any item that is in an unsuitable condition or with tags removed will not be processed.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and make it right. It is important to report any issues within 7 days of receiving your order to ensure a timely resolution.

International Returns 

For international returns, the same 14-day return policy applies. Customers can return goods purchased online within a specific period if they are faulty, damaged, or if you received the wrong item. However, the customer is responsible for any return shipping costs, including duties, taxes, and customs clearance fees. We recommend using a shipping method that provides tracking and insurance, as we cannot be responsible for items lost or damaged in transit.

European Union 14 day cooling off period (including Great Britain)

If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 calendar days, for any reason and without a justification. However, the customer is responsible for any return shipping costs, including duties, taxes, and customs clearance fees. We recommend using a shipping method that provides tracking and insurance, as we cannot be responsible for items lost or damaged in transit. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Custom-made items remain non-returnable under any circumstances. The reasons for return must be clearly stated, and items must be sent back within the specified timeframe. Please allow additional time for international returns to be processed.

Refunds

It can take 7 business days (21 days for international customers) for your return to reach us. Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 14 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund to your account. 

Please note that shipping costs are non-refundable, and any associated return shipping fees will be deducted from your refund if applicable.

Contact for Returns

If you need to initiate a return, please contact our customer service team at olgashatrovajewel.usa@gmail.com . Provide your order number, the reason for the return, and any relevant photographs of the item if it is damaged or incorrect. You’ll also need the receipt or proof of purchase. We will guide you through the return process and provide any necessary instructions. 

By purchasing from Olga Shatrova, you agree to the terms and conditions of our return policy. Should you have any questions or need further assistance, please do not hesitate to contact our customer service team. 

We appreciate your understanding and cooperation with our return policy. We are here to help and ensure that your experience with Olga Shatrova is nothing short of exceptional.