RETURNS & EXCHANGES
1. General Conditions
Every Dea Rail piece is handcrafted. Small variations, irregularities, or differences in finish are natural characteristics of the handmade process and make each piece unique. They should therefore not be considered defects.
You may request a return or exchange within 14 calendar days from the date your order is delivered, subject to the conditions outlined below.
Requests must be sent to info@dearailjewels.com including your order number and the item you wish to return or exchange.
Dea Rail reserves the right to decline returns or exchanges that do not comply with the conditions set out in this policy.
2. Condition of Returned Items
To be accepted, the item must:
– be in its original condition, with no signs of wear, use, alteration, or damage;
– be returned with its original packaging;
– include any certificates, cards, accessories, or other elements originally supplied with the product.
Dea Rail is not responsible for damage resulting from improper use, negligence, alterations to the piece, normal wear, or the natural evolution of materials and finishes over time.
Due to hygiene standards, we are unable to accept returns or exchanges on stud earrings or earrings with posts that penetrate the earlobe.
3. Exchanges
Where permitted under this policy, you may request an exchange for a different size, variant, or item.
Exchanges are subject to availability.
If the new item has a higher price, you will be required to pay the difference.
If the new item has a lower price, the difference will be issued as store credit to be used toward a future purchase.
Shipping costs related to the exchange are the customer’s responsibility.
Shipping costs related to exchanges are the customer’s responsibility.
The new item will be shipped once we have received and inspected the returned piece and, where applicable, once any price difference and shipping costs have been paid.
4. Returns & Refunds
Refunds are available exclusively for items purchased that were in stock, subject to the exclusions outlined in this policy.
Once the return has been received and inspected, the refund will be issued to the same payment method used for the original purchase.
Shipping costs are non-refundable.
Return shipping costs and responsibility for the return shipment are borne by the customer. We therefore recommend using a trackable shipping service.
Dea Rail is not responsible for parcels that are lost, damaged, or not delivered during return transit.
5. Made to Order
Jewelry indicated on our website as Made to Order / Available in backorder is made specifically after your order has been confirmed.
For this reason, Made to Order items are non-refundable.
However, you may request an exchange for another item, subject to the conditions set out in this policy.
If the new item has a higher value, you will be required to pay the difference. If it has a lower value, the difference will be issued as store credit to be used toward a future purchase.
Shipping costs related to the exchange are the customer’s responsibility.
6. Personalized Items & Custom Orders
Jewelry that is made to measure, modified, or personalized at the customer’s request is created specifically according to the agreed specifications.
For this reason, these items cannot be returned, exchanged, or refunded.
Where a size is required to create the piece, selecting the correct size is the customer’s responsibility.
If a size adjustment is required after delivery, please contact us. Where technically possible, we will assess the alteration and inform you in advance of any additional production and shipping costs.
7. Sale & Promotional Items
Items purchased on sale, with special discounts, or using a promotional code are non-refundable.
[If you wish to allow exchanges: An exchange may be requested, subject to availability, within 14 days of delivery.]
8. Return Shipping
PrBefore sending any item back, please contact us at info@dearailjewels.com to receive return or exchange instructions.
The customer is responsible for arranging and paying for return shipping.
The parcel must be securely packaged to prevent damage during transit. We recommend using a trackable shipping service and, for higher-value items, insured shipping.
Any duties, taxes, or other charges resulting from an international return shipment are the customer’s responsibility.
9. Damaged, Defective or Incorrect Items
If you receive an item that is damaged, defective, or different from the one you ordered, please contact us at info@dearailjewels.com, including your order number and photographs clearly showing the issue.
Once we have reviewed your request, we will provide instructions on how to proceed.
If the item is confirmed to be defective, damaged, or incorrectly sent due to our error, Dea Rail will cover the return shipping costs and provide the most appropriate solution.