Refund policy

Our store policy is no refunds or returns although we are happy to exchange the items which you are not satisfied with all within 24 hours upon receiving the item.

To be eligible for an exchange, 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 an exchange, you can contact us at hello@octonovstudio.com. Please note that returns will need to be sent to the address provided to you by us via email

If the item you are exchanging is accepted, we’ll send you a confirmation email to state that the request has been accepted and send you another item on the address provided by you

Items sent back to us without first requesting an exchange will not be accepted.

In the event of exchange including any possible issue unless the fault was ours , the customer is responsible for all the shipping cost and the non-refundable taxes involved 

Octonov has the right to deny a return if the item doesn’t pass the quality check/ is worn or mishandled and will return the item to the customer

You can always contact us for any exchange question at hello@octonovstudio.com 

Cancellations

We work hard to ensure that we dispatch the items in a timely manner so we start with getting your order ready immediately after you have placed an order with us. If you need to cancel the transaction, contact us within 12 hours upon purchasing

Items marked as shipped will not be allowed to cancel since they are dispatched and on the move now

Adjustments:

If you did order an incorrect size or your jewellery doesn’t fit, we do offer adjustments and resizing service at an additional cost

 

Replating/ Repair:

If your jewellery needs to be replated to retain the original shine or if it has been broken and needs to be repaired, you can send it back to us in the packaging provided by us and we will do it for you at an additional fee

Please note: The customer will be eligible to pay for shipping and repairs/ replating

 

 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
Certain types of items cannot be returned, like custom products (such as special orders or personalized items)

Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept exchanges on sale items or gift cards.

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.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.

Refunds

Our store policy is *No Refunds* unless the fault has been ours

i.e. A wrong item was sent 
You may please contact us at hello@octonovstudio.com and we will solve your issue