Exchange & Returns
What to do
We want you to love our jewellery. If you are not completely satisfied with your purchase you may return the item for exchange or credit only.
Kindly note that the return and exchange policy listed here is only applicable to purchase via our online store. For purchases from our stockists, their terms and conditions apply.
What is the return policy for The Straits Finery?
We accept exchanges and returns for store credit on all of our items except for earrings (for hygienic reasons) and sale items. All other items are available for merchandise credit only with the following guidelines:
- You must request and return/exchange within 5 days of receiving the item.
- The item/s must be in its original condition (not altered in any way) and returned in the original box and packaging.
- All item/s must be returned to The Straits Finery before the exchange/refund is made.
- The cost of the original freight and return will not be reimbursed or refunded.
- Gifts are only eligible for an exchange if accompanied by a receipt or the order number (found in the shipping slip)
Are returns free?
The shipping cost incurred for returning item/s to The Straits Finery for an exchange or refund is to be borne by the customer.
In cases where customers are exchanging items, customers are responsible for shipment cost both back and forth. [Note that we do understand some postage can be costly, we do not expect express returns. Standard postage is acceptable. However, we do advise that this postage be insured to cover any unforeseen circumstances in transit].
Should there be any customs cost incurred for shipping returns, the customer is responsible for all duties and taxes assessed (both outward and inward to The Straits Finery)
For domestic exchanges, we have a drop-off location in Kuala Lumpur. Shipping of exchange items back to the customer are chargeable at RM10 within Malaysia.
How do I organise a return?
If you've met the above requirements, you may submit a Return Request by e-mailing us. Please provide the following information:
- Order & invoice number
- Item to return
- Reason for return
- Select return or request an exchange
- Comments (optional)
You will receive a confirmation e-mail once the Return Request is sent. Please send all return requests to email@example.com
Where do I send my returned item?
Once your return request has been submitted, we will provide you with the full address when we allocate your Returns Authorisation number. Our headquarters are based in Kuala Lumpur, Malaysia.
Returns will only be accepted with a Return Authorization Number clearly labelled on the package.
Return shipping and insurance is the responsibility of the customer. Customer is responsible for any and all shipping charges on any bounced or undeliverable packages. Therefore we encourage having return packages insured.
Once you have shipped your item, email us with your tracking number and we will process your refund immediately upon receiving your return. Please allow 3-5 business days for the refund to show up on your credit/ debit card.
How long does it take for my return/refund to be processed?
We try and process returns as quickly as possible, but we do ask for up to 48 hours to be able to process your return.
- For exchanges: We will send your new piece/s out and email you a tracking number.
- For refunds: We will refund you to your credit/debit card or PayPal (the same method you used to pay) and email you a confirmation once complete.
What if my order arrives damaged or there is fault?
Each piece is finished by hand and therefore may be subject to slight differences. We stand behind every piece we create. If an item breaks due to our fault, we will gladly repair or replace it within the stipulated warranty period. Whilst we hope this never happens, however, on the off chance you do receive goods with a fault, please contact us right away at firstname.lastname@example.org so we can help resolve the problem as quickly as possible.