Refund policy

Return Period & Conditions

We offer a 60-day return policy, meaning you can return your order within 60 days of receiving it.

To qualify for a return, your item must be:

  • In its original condition (unused and unworn)

  • In its original packaging
    If an item cannot be resold, the return will be disapproved.

Return Costs & Exchange Policy

  • Return shipping costs are not covered by us.

  • We charge a €1.99 return processing fee, which will be deducted from the refund amount.

  • If you request a replacement or different size, we will send it free of charge.

  • For any second or further exchanges, a handling fee applies, along with a shipping fee depending on your location.

To initiate a return, please complete the return form here. Returns sent without prior request will not be accepted.

Return Costs & Exchange Instructions

You can find all return instructions here.

Personalized Items & Returns

At NineTwoFive, we offer personalized options to make your jewelry unique. However, these affect return eligibility:

1. Engraved Jewelry

  • Engraved items cannot be returned or exchanged due to their custom nature.

  • Exception: The following personalized items can be exchanged:

    • Bracelets: Adam, Rasim, Khaled, Rami, Kamal, Nadir, Rasil, Rasiq

    • Necklaces: Emir, Ramsi, Nadir, Kamal, Qaws

2. Personalized Gift Box

  • A €15 deduction applies to refunds for orders with a custom gift box.

  • This fee is waived if you choose store credit.

3. Personalized Leather Pouch

  • A €10 deduction applies if returning an order with a custom leather pouch.

  • This fee is waived if you opt for store credit.

4. Personalized Order Notes

  • No fee applies to personalized notes, whether you request a refund or store credit.

Custom Orders

Custom orders are made specifically to your request, including custom sizing and unique modifications.

  • Once a custom order is confirmed, it cannot be canceled or modified.

  • Due to the custom and personalized nature, custom orders are non-refundable and cannot be exchanged.

  • These items are specially crafted for you and cannot be resold.

Express Shipping Refunds

  • Express shipping fees are non-refundable.

  • If you paid for express shipping, the refund will exclude these costs.

Refunds for Late or Unwanted Orders

  • We cannot refund express shipping fees for delays caused by the courier.

  • Refunds for shipping fees are only granted if the delay is due to our own error.

  • If your order is delayed, we may offer a gift card as compensation.

  • If an order is refused upon delivery or returned to sender due to reasons not caused by us (e.g. refusal to accept the package, providing an incorrect address, or not collecting the parcel from a pickup point), we will deduct a €9 handling and shipping fee from the refund amount.

    This fee covers the costs charged by the courier for return shipping, handling, and inspection of the item.

    Please note:

    • This rule also applies if the package is refused without prior cancellation.

    • If you wish to cancel your order, please contact us before the item is shipped to avoid unnecessary costs.

For assistance, contact us at support@ninetwofive.com.

Order Cancellations

  • Orders can be cancelled within 24 hours of purchase (48 hours for pre-orders).

  • If your order has already been fulfilled, cancellation is no longer possible.

Damaged or Incorrect Orders

  • Inspect your order immediately upon arrival.

  • If an item arrives damaged or incorrect, contact us within 48 hours with photos.

We will provide a replacement order, but refunds are not possible for damaged or missing shipments.

Exchanges

  • You can exchange your item for a different size or product.
  • We cover shipping for the first exchange.
  • Additional exchanges may be subject to a handling and shipping fee.

Personalized or engraved items cannot be exchanged, except for the specific items listed above.

Gift Cards & Store Credit

  • Store credit and gift cards cannot be converted to cash.

  • They never expire, allowing flexible future use.

Refund Process & Fees

  • Once we receive and inspect your return, we will notify you of approval or rejection.

  • If approved, the refund will be processed via your original payment method.

  • Processing times depend on your bank or credit card provider.

  • We process return shipments within 5 business days after receiving them.

Non-Refundable Items

We do not offer refunds on:

  • Previously exchanged or replaced items
  • Items that are damaged due to wear, use, or improper handling
  • Final-sale or clearance items

Engraved Items

  • Engraved items cannot be refunded due to their personalized nature
  • Exchanges are not possible, except for items with a detachable engraved clasp (as listed in our policy)

Custom Orders (e.g. custom sizes or modifications)

  • Custom-made items are produced specifically to your request
  • These items cannot be refunded or exchanged

Damaged Items on Arrival

If your item arrives damaged or faulty, please contact us within 48 hours of delivery with clear photos.

In such cases, we will assess the issue and offer a suitable solution, such as a replacement, repair, or refund where applicable.

For any further questions, please reach out to support@ninetwofive.com. We’re happy to help!