At Empress Kythene, we want you to feel entirely confident in your purchase.

 

Eligible creations purchased through our website may be returned or exchanged within 14 calendar days from the date of delivery, subject to the conditions below.

 

Nothing in this policy limits any mandatory rights available to you under applicable consumer-protection law.

 

Return Conditions

 

To be eligible for a voluntary return or exchange, your creation must be returned in its original condition, unworn, unused, unaltered and free from damage, together with its original packaging and any certificates, authenticity documents, warranty materials or accessories supplied with it.

 

Where a security or return tag has been attached to a creation, it must remain intact and attached.

 

All returned creations are subject to inspection by Empress Kythene before a return, exchange or refund is approved.

 

We may decline a voluntary return where a creation shows signs of wear, use, damage or alteration, or where essential certificates or accompanying materials are missing.

 

Creations That Cannot Be Returned

 

Personalised, engraved, bespoke or specially customised creations cannot normally be returned or exchanged due to a change of mind.

 

This includes creations that have been resized, altered or produced to individual specifications at your request, including specially sourced gemstones or other bespoke elements.

A standard Empress Kythene creation produced after your order is placed is not automatically considered personalised solely because it is made to order. Any creation that is not eligible for return will be clearly identified before your purchase is confirmed.

 

These exclusions do not apply where a creation is defective, damaged, incorrect or materially different from the agreed specifications, or where applicable law provides a mandatory right to a remedy.

 

How to Request a Return or Exchange

 

To request a return or exchange, please submit your request within 14 calendar days of receiving your order.

 

REQUEST A RETURN

 

You will be asked to verify the email address associated with your order, select the creation you wish to return and provide the reason for your request.

 

Once your request has been reviewed and approved, our Client Services team will provide the necessary instructions and arrange secure return collection where applicable.

 

For security and insurance purposes, please do not send an Empress Kythene creation using your own courier or shipping method unless specifically authorised by us.

 

All returned creations are subject to inspection before an exchange or refund is approved.

 

Return Shipping

 

Where a creation is defective, damaged, incorrect or otherwise non-conforming, Empress Kythene will arrange secure return collection at no additional cost to you.

 

For other eligible voluntary returns, any applicable return-delivery charge will be communicated before collection is arranged.

 

Empress Kythene cannot accept responsibility for creations returned using an unauthorised shipping method.

 

Exchanges

 

Eligible creations may be exchanged subject to availability and inspection.

 

Where an exchange concerns a different standard size or available variation of the same creation at the same retail price, our Client Services team may arrange a replacement for you.

 

Where you wish to select a different creation, the original purchase will generally be processed as a return and refund, and the replacement creation will be placed as a new order.

 

The new order will be subject to its applicable price, availability, duties, taxes and delivery arrangements at the time it is placed.

 

Our Client Services team will be pleased to assist you throughout the exchange process.

 

Refunds

 

Once your returned creation has been received, it will undergo a quality inspection.

 

If the return is approved, the refund will normally be issued to the original payment method.

 

We aim to process approved refunds within 10 business days following completion of the inspection. Your bank or payment provider may require additional time for the amount to appear in your account.

 

Where an order is returned to Empress Kythene following an unsuccessful delivery attributable to the recipient, any refund may be subject to the deductions described in our Terms of Sale under Unsuccessful Delivery and Return to Sender, including reasonable and non-recoverable delivery, customs and related logistics costs actually incurred.

 

Duties & Taxes on International Returns

 

For eligible international returns, Empress Kythene will seek to recover and refund customs duties and import taxes collected as part of your original purchase where reasonably possible.

 

Certain duties, taxes, customs or third-party charges may become non-recoverable once an international shipment has been imported.

 

Where such amounts cannot reasonably be recovered, they may be excluded from a voluntary refund to the extent permitted by applicable law.

 

This does not affect your rights where the return results from a defective, damaged, incorrect or otherwise non-conforming creation.

 

Gifts

 

A creation received as a gift may be eligible for exchange provided that it satisfies the conditions of this policy.

 

For security reasons, any monetary refund will normally be issued to the original purchaser and original payment method.

 

Our Client Services team will be pleased to assist gift recipients discreetly with available exchange options.

 

Defective, Damaged or Incorrect Creations

 

Every Empress Kythene creation is carefully inspected before dispatch.

 

If your creation arrives damaged, is defective, is different from the creation ordered or otherwise does not conform to the agreed specifications, please contact Client Services as soon as reasonably possible.

 

We may request photographs or other information to assist us in reviewing the issue and may arrange secure collection of the creation for inspection.

 

Depending on the circumstances and applicable law, an appropriate remedy may include repair, replacement, exchange or refund.

 

Your mandatory consumer rights remain unaffected.

 

Changes or Cancellations Before Dispatch

 

If you wish to modify or cancel an order before it has been dispatched, please contact Client Services as soon as possible.

 

We will make reasonable efforts to accommodate your request, but changes or cancellations may no longer be possible once an order has entered production, personalisation or dispatch.

 

Different conditions may apply to bespoke, personalised or specially commissioned creations.

 

Need Assistance?

 

If you are unsure whether your creation is eligible for a return or exchange, our Client Services team will be pleased to assist you.

 

Email: clientservices@empresskythene.com

 

You may also contact us through our Contact Us page.