We begin processing orders shortly after they are placed.

If you need to modify or cancel your order, please contact us as soon as possible at:

hello@sephinathelabel.com

Once an order has been shipped, we are unable to cancel or make changes to it. This does not affect any statutory cancellation or withdrawal rights available to you.

We carefully inspect every order before dispatch. However, if your order arrives damaged, is faulty, does not match its description or you receive the wrong item, please contact us promptly after discovering the issue.

For damage that is visible upon delivery, we recommend contacting us within seven days where reasonably possible. This helps us document the issue and raise a claim with the delivery provider. However, this requested timeframe does not limit or exclude any statutory rights you may have in relation to faulty, damaged or non-conforming goods.

To help us assess the issue, please provide where reasonably possible:

• Your order number;
• Clear photographs of the item;
• Photographs of the packaging and shipping label; and
• A brief description of the issue.

We will review your claim and provide the remedy required under applicable consumer law. Depending on the circumstances, this may include repair, replacement, a price reduction or a refund. Any legally required remedy will be provided without charge, within a reasonable time and without significant inconvenience to you.

Sephina will cover reasonable return costs where the item is confirmed to be faulty, damaged, incorrect or otherwise non-conforming.

Nothing in this section limits or excludes any statutory consumer rights that cannot legally be limited or excluded.

We hope you love your Sephina piece. If for any reason you are not completely satisfied with your purchase, you may request a return or exchange within 30 days of receiving your order, subject to the terms of this Return Policy.

This 30-day return policy is offered by Sephina in addition to your statutory consumer rights. For customers whose orders are delivered within the European Union, this includes the legal 14-day right of withdrawal for eligible purchases, in accordance with applicable consumer protection laws.

Items must be:

• Unworn
• Unused
• In their original condition
• Returned in their original packaging

To request a return or exchange, please contact us at:

hello@sephinathelabel.com

Please include:

• Your order number
• Clear photos of the item
• Photos showing the item's condition and original packaging

For returns under Sephina’s voluntary 30-day returns policy, please contact us before sending your item back so we can provide the correct return instructions. This does not limit any statutory right of withdrawal.

Once approved, we will provide return instructions.

For unwanted or non-defective returns under Sephina’s voluntary returns policy, customers are responsible for:

• Return shipping costs
• Shipping costs for exchanged items
• Customs duties and import taxes
• Any shipping risks during the return journey

Returned items remain the customer's responsibility until safely received by Sephina.

We strongly recommend using a tracked and insured shipping service, as Sephina cannot be held responsible for parcels lost or damaged during return transit.

Once your return has been received and inspected, we will notify you of the outcome.

For returns made under Sephina's voluntary 30-day returns policy, a refund may be reduced or declined where permitted by law if the item has been worn, damaged after delivery, altered, returned incomplete or damaged because of inadequate return packaging.

Approved refunds will be issued to the original payment method.

No handling or restocking fee is charged for returns made under applicable statutory consumer rights.

For eligible returns made under the European Union statutory right of withdrawal, Sephina will refund the purchase price together with the cost of our least expensive standard delivery option. Additional costs resulting from choosing an upgraded or express delivery service are not refundable.

Customers are responsible for the direct cost of returning unwanted or non-defective goods where they have been informed of this in advance, unless otherwise required by applicable law.

Nothing in this policy limits your statutory rights in relation to faulty, damaged, incorrect or non-conforming goods.

Exchange requests are subject to product availability.

If your requested item is unavailable, we may offer:

• An alternative product of equal value
• Store credit

Certain items may be excluded from Sephina's voluntary returns policy, including:

• Goods made to the customer's specifications or clearly personalised
• Earrings or other hygiene-sensitive products where supplied with a hygiene seal and that seal has been broken after delivery
• Gift cards where applicable

Any exclusion is subject to applicable consumer law. Sale, promotional, limited-edition and discontinued items remain eligible for statutory consumer rights where those rights apply.

A standard Sephina design that is produced after an order is placed is not necessarily considered personalised simply because it is made to order.

Please ensure your shipping address is entered correctly before completing your purchase. If you notice an error, contact us as soon as possible and we will do our best to update the order before dispatch.

If your parcel is lost or damaged while being delivered by a carrier arranged by Sephina, please contact us. Sephina will work with the carrier to investigate and, where required by applicable law, arrange an appropriate replacement or refund.

Responsibility for goods during delivery remains with Sephina until the goods are received by you or a third party nominated by you, except where you independently arrange a carrier that was not offered by Sephina.

We are committed to resolving any concerns directly and encourage customers to contact us before initiating a payment dispute or chargeback with their bank or payment provider.

Submitting a chargeback before contacting Sephina may delay the resolution process.

If your order is delivered within the European Union, you generally have the right to withdraw from an eligible online purchase within 14 days of receiving the goods, without giving a reason.

To exercise this right, you must inform Sephina of your decision to withdraw before the withdrawal period expires. You may do so using our online withdrawal facility or by sending a clear statement to hello@sephinathelabel.com.

After notifying us of your withdrawal, you must return the goods without undue delay and no later than 14 days after notifying us.

You may inspect the goods as you reasonably would in a physical store. You may be responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Where the statutory right of withdrawal applies, Sephina will refund all eligible payments received from you, including the cost of our least expensive standard delivery option. Additional costs for express or upgraded delivery are not refundable.

You are responsible for the direct cost of returning unwanted goods where you have been informed of this before purchase.

Exceptions to the right of withdrawal may apply to certain goods, including goods made to your specifications or clearly personalised and qualifying sealed hygiene goods once unsealed.

These statutory rights are separate from Sephina's voluntary 30-day returns policy.

By placing an order through our website, you acknowledge that you have read and agree to these Shipping, Returns & Exchange Terms, as well as our Terms & Conditions.