Refund policy

Returns, Exchanges & Refunds Policy

Effective date: July 17, 2026

We want you to feel confident when purchasing FFIENLEE jewelry. This policy explains our standard return process for international orders. Nothing in this policy limits any mandatory consumer right that applies to your purchase.

1. Return Window

We accept eligible returns requested within 30 calendar days after delivery, based on the carrier's tracking record. After receiving our return instructions, please dispatch the return within 14 calendar days.

Returns must relate to purchases made directly through ffienlee.com. Your order number or other proof of purchase is required.

2. Return Condition

For a change-of-mind return, the item must be unworn, unused, unaltered, and free from scratches, abnormal tarnish, fragrance, cosmetics, or other signs of wear. All tags, protective materials, certificates, promotional gifts, and parts of the original set must be included. Original packaging should be returned where reasonably possible.

Reasonable inspection is permitted where required by applicable law. Where lawful, we may reduce a refund to reflect any loss in value caused by handling beyond what is reasonably necessary to inspect the item. Original packaging is not required for a valid claim involving defective, damaged, unsafe, incorrect, or misdescribed goods.

3. Earrings and Piercing Jewelry

For health and hygiene reasons, earrings and other piercing jewelry are eligible for a change-of-mind return only if they have not been tried on and the tamper-evident hygiene seal remains intact. Once the hygiene seal has been removed or broken, these items cannot be returned for a change of mind where permitted by applicable law.

This hygiene exclusion does not apply to items that are defective, damaged, unsafe, incorrect, or not as described, and it does not limit any mandatory consumer right.

4. Items Not Eligible for Change-of-Mind Returns

The following items are not eligible for change-of-mind returns where permitted by law:

Engraved, monogrammed, resized, or otherwise clearly personalized items;
Gift cards;
Earrings or piercing jewelry with a removed or broken hygiene seal;
Items clearly identified as Final Sale before purchase, but only in jurisdictions where that exclusion is lawful.

Personalized, hygiene-sealed, and Final Sale items remain covered if they are defective, damaged, unsafe, incorrect, or not as described. Sale and promotional items otherwise follow the same return rules as full-price items.

5. Damaged, Defective, or Incorrect Items

Please contact us as soon as reasonably possible with your order number, a description of the issue, and clear photographs of the item and packaging. Reporting visible transit damage within 7 days helps us investigate with the carrier, but failure to do so does not remove any mandatory legal right.

Depending on the circumstances and applicable law, we will offer an appropriate repair, replacement, price reduction, or refund. We cover reasonable shipping costs for an accepted manufacturing defect, transit damage, or fulfillment error. We may provide a prepaid return method or reimburse reasonable, pre-approved tracked return costs.

Normal wear, accidental damage, loss, theft, improper storage, exposure to water, perfume, cosmetics, cleaning products or other chemicals, failure to follow care instructions, unauthorized repair or alteration, and natural changes in patina are not manufacturing defects. Normal oxidation or gradual plating wear caused by use, storage, or chemical exposure is not, by itself, a manufacturing defect. These exclusions do not apply where the item was not of acceptable quality, fit for purpose, safe, or as described at the time of delivery.

6. How to Start a Return

Email support@ffienlee.com with your order number, the item you wish to return, and the reason for the return. For damaged, defective, or incorrect items, please include photographs where possible.

Please wait for our return authorization, designated return address, and customs instructions before sending anything. Contacting us first helps avoid customs delays and does not limit your statutory rights. Returns sent to another address may be delayed or refused where permitted by law.

7. Return Shipping

For change-of-mind returns, the customer is responsible for return shipping and must use a tracked service. For higher-value items, we strongly recommend adequate insurance and signature confirmation. We are not responsible for a return parcel until it is delivered to the designated return address, except where applicable law provides otherwise.

If an item is accepted as defective, damaged in transit, incorrect, or materially different from its description, we will cover reasonable return shipping as described above.

Do not send a parcel as a new commercial sale or declare false customs information. Follow the return and customs instructions supplied by our support team.

8. Exchanges

Because orders are fulfilled individually through our international fulfillment facility, we do not offer direct international size, color, or style exchanges. For an eligible change-of-mind return, please return the item for a refund and place a new order for the preferred item.

Replacement of defective, damaged, or incorrect goods is handled separately and is not treated as a change-of-mind exchange.

9. Refunds

Approved refunds are issued to the original payment method. We normally process a refund within 7 business days after receiving and inspecting the return, and always within the period required by applicable law. Your bank, card issuer, or payment provider may require an additional 3–10 business days to post the funds.

For change-of-mind returns, original shipping and express-upgrade charges are non-refundable except where applicable law requires otherwise. For a full-order withdrawal by a United Kingdom or European Union consumer, we will refund the least expensive standard outbound delivery charge where required by law. Express or premium delivery upgrades are not refundable beyond the cost of standard delivery.

Import duties, customs charges, and carrier administration fees paid directly to a government authority or carrier are not controlled by us and are not normally refundable by FFIENLEE. You may apply to the relevant authority for a refund. Taxes or duties collected by us at checkout will be refunded to the extent required by applicable law.

10. Sets, Bundles, and Promotional Gifts

Sets and bundles must normally be returned complete. If local law permits a partial return of separately priced items, the refund may be recalculated using the price allocated to the returned item. A promotional gift must be returned if the remaining order no longer qualifies for the promotion; otherwise, its disclosed value may be deducted from the refund where lawful.

11. Cancellations and Refused Deliveries

If you need to cancel an order, contact us as soon as possible. We will try to help, but cancellation is not guaranteed after processing or dispatch has begun. Personalized or made-to-order items cannot normally be cancelled once production has started, except where required by law.

Refusing delivery or failing to collect a parcel does not automatically complete a return. Once the parcel is received back, actual return shipping, customs, carrier, or handling costs may be deducted from the refund where permitted by law.

12. Payment Disputes

Please contact us first so that we have an opportunity to resolve any delivery, product, or refund concern. This request does not restrict your right to contact your payment provider or exercise any statutory remedy.

If a payment dispute or chargeback has already been opened, we may pause a separate refund while the payment provider reviews the same transaction to prevent duplicate reimbursement.

13. Statutory Rights

Nothing in this policy excludes, restricts, or replaces any non-waivable consumer right or remedy available under the law that applies to your purchase. Where this policy conflicts with mandatory consumer law, the mandatory law prevails.