Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@gildedhaven.co.za 

If your return is accepted, we’ll send you a return instruction on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
1. Custom-made or personalized items: Since these items are made specifically for an individual, they cannot be resold and are therefore non-returnable.
2. Earrings: Due to hygiene reasons, earrings are non-returnable.
3. Engraved or monogrammed items: Similar to custom-made items, engraved or monogrammed pieces cannot be resold and are non-returnable.
4. Special orders: Items that are specifically ordered for a customer and are not part of the regular collection may be non-returnable.
5. Sale or discounted items: Items purchased during sales or at discounted prices may be final sales and non-returnable.
6. Gift cards: Gift cards are typically non-returnable and non-refundable.
7. Items with damage caused by customer: If an item is damaged due to customer error or misuse, it may not be eligible for return.
8. Items with altered or removed tags: If tags are removed or altered, the item may not be eligible for return

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@gildedhaven.co.za