Refund policy

Return period & conditions

  • You have 30 days from delivery to return or exchange your order.
  • Ordered before 12 November 2026? Then the 60-day period that applied when you ordered still applies.
  • Your item must be unworn, in its original condition and in its original packaging. If an item cannot be resold, we cannot accept the return.
  • Start every return or exchange in our return portal. Returns sent without registering them first are not accepted.
  • Step-by-step instructions are on our returns & exchanges instructions page.

Free first exchange

  • On orders from €75 (£64 in the United Kingdom, or the equivalent in your local currency), your first exchange is free: we pay for the return label and ship your new piece to you. You can exchange for another size or another design.
  • The free exchange applies once per product type: once for a ring, once for a bracelet and once for a necklace.
  • Order below €75? You pay for the return label, and we ship your new piece to you free of charge.
  • A second exchange on the same order costs €10 plus shipping.

Where we provide a free return label

Netherlands, Belgium, Germany, Austria, France, Luxembourg, United Kingdom, Spain, Italy, Portugal, Ireland, Sweden, Denmark, Finland, Poland, Czech Republic, Slovakia, Hungary, Slovenia, Croatia, Romania, Bulgaria, Greece, Estonia, Latvia and Lithuania.

All other countries

  • You send your parcel back yourself, with a tracked shipping method.
  • For your first exchange or a return for a gift card, we reimburse your return shipping costs up to €15. Send your receipt and tracking number to support@ninetwofive.com.
  • For a refund, return shipping is at your own cost.

Return for a gift card

  • Choose a gift card and your return label is free in the countries listed above, once per product type. In all other countries we reimburse your return shipping up to €15 (see above).
  • Gift cards and store credit never expire and cannot be exchanged for cash.

Refunds

  • For a refund, we deduct the cost of the return label from the refund amount. This includes a €1.99 processing fee. The portal shows the amount before you confirm.
  • In countries where we do not provide a return label, you send your parcel back at your own cost and we deduct a €1.99 processing fee.
  • Express shipping fees are non-refundable.
  • Once we receive and inspect your return, we let you know whether it is approved. We process returns within 5 business days after receipt.
  • Approved refunds go to your original payment method. How long it takes to reach you depends on your bank or card provider.
  • Paid with Klarna? Please do not request a refund through Klarna, but use our return portal to avoid delays.

Personalised items

1. Engraved jewellery

  • Engraved items cannot be returned or refunded.
  • Exception: items with a detachable engraved clasp can be exchanged for another size. An exchange for another product is not possible.
    • Bracelets: Adam, Rasim, Khaled, Rami, Kamal, Nadir, Rasil, Rasiq
    • Necklaces: Emir, Ramsi, Nadir, Kamal, Qaws

2. Personalised gift box or leather pouch

  • Personalised your gift box, your leather pouch or both? We deduct €15 once per order when you return it for a refund.
  • No deduction when you exchange or choose a gift card.

3. Personalised free gift

  • Had a free gift personalised? Then you can exchange your order or return it for a gift card, but not for a refund.

4. Personalised order notes

  • No fee applies to personalised notes.

Custom orders

  • Custom orders, such as custom sizes or modifications, are made specifically for you.
  • Once confirmed, a custom order cannot be cancelled or changed, and it cannot be returned, refunded or exchanged.

Late, refused or undelivered orders

  • We cannot refund express shipping fees for delays caused by the courier. We only refund shipping fees if the delay is our own error. If your order is delayed, we may offer a gift card as compensation.
  • If an order is refused on delivery or returned to us for a reason we did not cause (for example a refused parcel, an incorrect address or a parcel not collected from a pickup point), we deduct €9 for return shipping, handling and inspection.
  • Want to cancel? Contact us before your order ships to avoid these costs.

Order cancellations

  • Orders can be cancelled within 24 hours of purchase (48 hours for pre-orders).
  • Once your order has been fulfilled, it can no longer be cancelled.

Damaged or incorrect orders

  • Please check your order as soon as it arrives.
  • Damaged, faulty or incorrect item? Contact us within 48 hours of delivery with clear photos and we will send you a replacement.
  • Refunds are not possible for damaged, incorrect or missing items.

Non-refundable items

  • Items that were exchanged or replaced before
  • Items damaged by wear, use or improper handling
  • Final-sale or clearance items
  • Engraved items and custom orders (see above)

Questions? Email us at support@ninetwofive.com. We're happy to help!