Returns & Exchanges

Return Policy

We are committed to delivering jewellery you'll love, with quality and craftsmanship at our core. If your purchase doesn’t meet your expectations, our 30-day return policy has you covered, whether it’s the wrong fit, not your style, or simply not what you envisioned.

Eligibility for Returns

  • Item(s) must be returned within 30 days of delivery.

  • Purchased with legal tender

  • Purchased items has not been returned before.

  • Jewellery must be unused, in its original condition, and free from any visible signs of wear or damage.

  • Item(s) must be returned in their original, undamaged packaging (white box, velvet pouch, shipping box), along with any complimentary gifts.

Should the returned item(s) not meet the above eligibility conditions, we reserve the right to deny the return request and have the item(s) sent back to you at your own cost.

Return Method

Monetary refunds via your original mode of payment are valid for returns initiated within 7 calendar days from date of delivery. Once the return address has been provided, the item(s) must be shipped within 3 calendar days or the return will be cancelled.

  • For example, if you made a purchase and the product is delivered on Wednesday, 1 January 2025, the last date to request a monetary refund would be Tuesday, 7 January 2025.

  • The entire monetary refund process may take up to 30 business days to be processed and issued from the date we receive the returned item(s), depending on payment merchant and bank processing time.

Gift voucher refunds are valid for returns initiated within 30 calendar days from date of delivery. Once the return address has been provided, the item(s) must be shipped within 3 calendar days or the return will be cancelled.

  • For example, if you made a purchase and the product is delivered on Wednesday, 1 January 2025, the last date to request a gift voucher refund would be Thursday, 30 January 2025.

  • The gift voucher refund process may take up to 10 business days to be processed and issued from the date we receive the returned item(s). The gift voucher will be sent to the email associated with the order.

Please note that the initial shipping fee is non-refundable and will be deducted from the amount to be refunded. Gift vouchers are valid for one year from the date of issuance. Gift vouchers are not refundable or exchangeable for cash. 

Return Shipping Fee

Shipping cost to our warehouse will be borne by the customer. All returns must be shipped using a trackable doorstep delivery service.

Please ensure that item(s) being returned are in their original, undamaged packaging (white box, velvet pouch, shipping box), and securely packaged to prevent any damage during transit. 

Please note that we are not liable for lost or damaged packages en route to our warehouse. 

Return Process

Email us at contact@puremoments.shop with your order ID and let us know the item(s) you wish to return within 30 days from date of delivery. We will get back within 2 to 3 business days on next steps. 

Exchange Policy

We are committed to delivering jewellery you'll love, with quality and craftsmanship at our core. If you receive a damaged or incorrect item, we offer 1-to-1 exchange to make it right.

Exchange Process

Email us at contact@puremoments.shop with your order ID and a clear photo of the defect or the wrong item you received within 7 calendar days from date of delivery. We will get back within 2 to 3 business days on next steps.