Cancellation, Returns & Refunds Policy

This Returns & Refunds Policy applies to international orders placed through the Pretty Shimmering Things website.

Once an international order has been shipped or dispatched, it cannot be canceled or modified. This includes changes to products, quantities, or payment method.
If you need to update your shipping address, please contact us as soon as possible after placing the order. We will do our best to accommodate the request, but:
- Address changes are not guaranteed once the order has been processed or dispatched.
- If the parcel cannot be delivered due to an incorrect or incomplete address provided by you, additional re‑shipping or return‑handling charges may apply, and these may be payable by you.

1. Final sale for international orders

All international orders are final sale.
International orders are not eligible for returns, exchanges, or refunds for reasons such as change of mind, size preference, or style preference.
The only exceptions are where the item received is defective or incorrect, and the issue is proven with an unboxing video shared within the required timeframe.

2. Defective or incorrect items

International orders are eligible for review only in the following cases:

The item received is defective (for example, broken, visibly damaged in transit, or not functioning as intended).
The item received is incorrect (wrong product, colour, or quantity compared to the order confirmation).

If you receive a defective or incorrect item, you must:

Contact us within 48 hours of successful delivery.
Include your order ID, a clear description of the issue, and a continuous unboxing video that clearly shows the parcel, opening process, and the defect or incorrect item.

Requests sent after 48 hours, or without the required unboxing video evidence, may not be eligible for a refund.

3. Unboxing video requirements

To help us verify transit damage or packing errors, your unboxing video should:

Show the outer parcel before opening, including the shipping label and any visible damage.
Capture the entire opening process in one continuous clip, from breaking the seal to revealing the jewellery box and item inside.
Clearly show the defect or incorrect product as received, without prior handling or use.

This process protects both you and us against courier mishandling and fraudulent claims, while allowing us to resolve genuine issues quickly.

4. Inspection and approval

Once we receive your claim and unboxing video:

Our team will review the evidence and may request additional photos or details if needed.
If the item is confirmed as defective or incorrect, we will approve the refund or alternative resolution.
If the item is not deemed defective/incorrect based on the evidence, the claim may be rejected and no refund will be issued.

We reserve the right to determine whether an item is defective or incorrect, in line with this policy.

5. Refunds for eligible international orders

For approved cases of defective or incorrect items:

Refunds will be issued after inspection and approval of your claim and/or the returned item (if we request a return).
Refunds are processed to the original payment method, within 7 business days after approval; bank and card processing times may vary.
Original shipping fees, customs duties, and local taxes are generally non‑refundable, unless required by applicable law or specifically agreed otherwise.

Where practical and depending on stock availability, we may offer a replacement item or store credit instead of a refund; this option will be communicated to you at the time of approval.