FAQ
For how long can I return my order?
As a consumer, you have a 7-day right of withdrawal when you shop with us.
The withdrawal period expires 7 days after the day you receive your product. If you have ordered several different items in one order, but they are delivered individually, the deadline runs from the day you receive the last item.
You cannot cancel your purchase by refusing to accept the goods without notifying us at the same time.
If you cancel your purchase during the extended withdrawal period, a limited right of withdrawal applies, which means that:
- The item must be returned in its original packaging.
- The item must be unused.
- The item must be returned within 14 days from the notification of withdrawal, you must pay for the return yourself and you are responsible for the package. See the section on returns in the statutory right of withdrawal.
Once the item has been received and we have established that the above requirements have been met, we will refund the amount to the same means of payment.
How do I return my order?
If you want to return your order please contact us on contact@fionacollection.com with the order number for the return. You will find the order number in your order confirmation e-mail.
Once you have notified us that you want to cancel your purchase, you have 7 days to send the item back to us.
You must pay for the package to be returned. You can choose to use your own return label, but we recommend that you use our fully insured shipping label. If you use your own label, you will be liable if damage occurs during transportation.
What does it cost to return my order?
The price for our label is 5000 yen if you are outside Tokyo and 1000 yen if you are in Tokyo. The amount will be deducted from your order when we process your refund. If you wish to exchange for another size, you can do so once free of charge.
Please note that our return label is valid for 7 days, so the package must be handed to the courier before the 7 days.
Please contact us at customercare@thejewelleryroom.com for the correct return address, as this may vary depending on which piece of jewelry you have purchased.
If the package is returned unclaimed and this is due to a cancellation, we will deduct the actual return costs from the refund.