Refund policy

Refund/Returns

After your order has been delivered, in the unlikely event there are any issues with your order, please make sure to inform us within 30 days upon delivery, otherwise, we reserve the right to not replace it or issue a refund. If there is anything wrong with your package, immediately contact us on our email, nina@koutisse.com or complete our returns form here.

The refunds will be issued back to the original payment method for the Demi Fine Collection, if accompanied by its original dispatch paperwork and packaging. Unfortunately, we are not able to refund any jewellery from the Fine Collection, however we can create a credit note in the same amount to be used on anything else on the site.

The items must be returned within 14 days of you starting your return with both goods and packaging in new, unworn condition. We reserve the right that the jewellery item will be inspected prior to the exchange or return being processed.

We offer free returns with every order. Please note we cannot accept responsibility for any returns sent outside of our return process.
At Koutisse Jewellery, we pride ourselves on the quality of our service. Whether that’s the order process, delivery, or the quality of our jewellery. Thus, the correctness of your delivery information/instructions is extremely important and ensures that we are able to fulfil your order to the highest standards.

We do not accept any liability for bad weather, traffic, or third-party negligence and as such, may not be responsible for any delays or cancellations caused by the above.

Cancellation Policy

If you wish to either cancel or postpone an order, this has to be done within one hour after placing the order. Clear instructions have to be provided for this, and we need to receive the exact order number as well as the email address which was used during the placement of the order. You have to provide us with this information by emailing us on nina@koutisse.com.

If your cancellation has been accepted you will receive a full refund in 5-7 business days. This will be confirmed by one of our staff members in order to be considered valid. This will be done via email. If we had begun the production process prior to you requesting a cancelation, we reserve the right to not accept the cancellation request. Unfortunately, we will not able to offer any refunds if the cancellation is requested outside of the timeframe that we have outlined or if your cancellation request has not been confirmed.

We accept payments from credit/debit cards via our website. For any transactions done via online banking, you may contact us directly and we may be able to process this at our discretion

In the unlikely event there are unforeseen issues or natural disasters or any temporary issues with production. In cases like this, you will be contacted directly.

Before we are able to produce your order and process the delivery, we must receive the payment in full. If your payment method is declined or we are refused authority to take payment, we reserve the right to terminate our contract with you at our discretion.

For all international orders, please note: Koutisse Jewellery is not responsible for any losses, delays, or damages in relation to your order. We accept no liability for errors in delivery made by your local carrier, and we are not responsible for any mistakes made by you in the shipping information necessary to process the order delivery.