Returns & Cancellations
Contact QINVAULT before returning any order. Eligibility depends on the product type, condition, destination and whether the piece was personalised or privately commissioned.
Ready-to-ship jewellery
For eligible non-personalised jewellery, contact QINVAULT within 14 days of delivery. The item must be unused, unworn and returned with its original packaging and any item-specific documentation. Destination duties and return shipping may not be refundable unless the item was incorrect or damaged on arrival.
Natural variation
Natural stone, pearl, jade and wood vary in colour, inclusion, grain and bead pattern. These natural differences are not defects. If the received item materially differs from the confirmed dispatch record, contact us with clear photographs.
Private and personalised orders
Bespoke jade, engraved work, adjusted sizes, private oud selections and other personalised or commissioned orders are not normally returnable after production begins, except where required by law or where the delivered work does not match the approved specification.
Damage or fulfilment error
Report damage, shortage or an incorrect item promptly after delivery and preserve the packaging. QINVAULT will review the order record, dispatch evidence and carrier information before confirming replacement, repair, refund or another resolution.