Refund policy

Return & Refund Policy

At Barben & Nancy, we want you to feel confident in every jewellery purchase. You have 30 days after receiving your order to request a return.

To be eligible, your jewellery must be in the same condition in which you received it: unworn, unused, with any original tags attached, and in its original packaging. You will also need your receipt or proof of purchase.

To request a return, email us at supportbarbennancy@gmail.com. If your return is accepted, we will send you a return shipping label and instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Order Processing and Cancellations

We process orders for shipment within 1–3 days. If you wish to cancel your order, contact us at supportbarbennancy@gmail.com as soon as possible. We can cancel it if your request reaches us before the order has shipped.

Return Details

To help us process your return, please include a note in the package with the purchaser’s name, order number, email address, and reason for return.

Return address:

SUITE C, LEVEL 7, WORLD TRUST TOWER, 50 STANLEY STREET,
CENTRAL HONG KONG

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If your jewellery is damaged or defective, or if you receive the wrong item, contact us immediately at supportbarbennancy@gmail.com so we can review the issue and make it right.

Items That Cannot Be Returned

Personalised jewellery and custom-made pieces cannot be returned unless they arrive damaged, defective, or incorrect. Gift cards and sale items are also excluded from our standard return policy. These exclusions do not affect any rights you may have under applicable consumer law.

If you are unsure whether a particular piece is eligible for return, please contact us before sending it back.

Exchanges

To exchange an item, request a return for the piece you have. Once the return is accepted, you can place a separate order for the piece you would like instead.

European Union 14-Day Right of Withdrawal

If your order is delivered to an address in the European Union, you may have a legal right to withdraw from your purchase within 14 days of receiving it, without giving a reason, subject to applicable exceptions such as clearly personalised jewellery. Our 30-day return policy remains available for eligible items.

Refunds

We will let you know when we have received and inspected your return and whether your refund has been approved. We aim to process return requests within 3 working days. If approved, your refund will be issued to your original payment method within 10 business days. Your bank or card provider may take additional time to post the funds.

If more than 15 business days have passed since we approved your return, please contact us at supportbarbennancy@gmail.com.