Refund policy
Order Changes & Cancellations
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.
If your order has already been dispatched, we may not be able to stop the shipment. This does not affect any statutory cancellation or withdrawal rights that apply to you, including rights available to customers in the European Union.
Damaged, Incorrect or Faulty Items
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.
Returns & Exchanges
We hope you love your Sephina piece. If you are not completely satisfied with an eligible purchase, you may request a return within 30 days of receiving your order, subject to the terms of this Return Policy.
If you are a consumer in the European Union, you generally have the right to withdraw from your purchase within 14 calendar days, without giving a reason. The withdrawal period ends 14 calendar days after the day you, or a person you nominate other than the carrier, receives the last item in your order.
Items must be:
- Unworn
- Unused
- In their original condition
- Returned in their original packaging
To request a return or exchange, please contact us at:
Please include:
- Your order number
- Clear photos of the item
- Photos showing the item's condition and original packaging
All returns and exchanges must be approved by Sephina before being shipped back.
Once approved, we will provide return instructions.
If you are a consumer in the European Union, you generally have the right to withdraw from your purchase within 14 calendar days, without giving a reason.
The withdrawal period ends 14 calendar days after the day you, or a person you nominate other than the carrier, receives the last item in your order.
Return Shipping
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.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
Approved refunds will be issued to the original payment method.
For eligible returns made under the European Union statutory right of withdrawal, we will also refund the cost of our standard outbound delivery option. Any additional cost resulting from selecting an upgraded or express delivery option is not refundable.
Customers are responsible for the direct cost of returning unwanted goods unless otherwise required by law or agreed by Sephina.
Exchanges
Exchange requests are subject to product availability.
If your requested item is unavailable, we may offer:
- An alternative product of equal value
- Store credit
Non-Returnable Items
Certain items may be excluded from Sephina's voluntary returns policy, including:
- Custom-made or clearly personalised jewellery
- Gift cards
- Earrings where a hygiene seal has been provided and has been broken after delivery
Sale, limited-edition and discontinued items may be subject to final-sale conditions under Sephina's voluntary returns policy. However, nothing in this section limits statutory consumer rights, including the EU right of withdrawal where applicable.
Lost Parcels & Delivery Issues
Please ensure your shipping address is entered correctly before completing your purchase.
Sephina cannot be responsible for parcels delivered to an incorrect address provided by the customer.
If you notice an error in your shipping details, please contact us immediately. We will do our best to update your order before it is dispatched.
If a parcel is lost in transit, we will gladly assist in working with the shipping carrier to investigate the shipment. While we will do everything possible to help resolve the issue, final decisions regarding lost parcels remain with the shipping provider.
Chargebacks
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.
European Union Right of Withdrawal
If your order is delivered within the European Union, you generally have the legal right to withdraw from an eligible online purchase within 14 days of receiving the goods, without giving a reason.
To exercise this right, notify Sephina clearly of your decision to withdraw. You may contact us at hello@sephinathelabel.com or use our online return/cancellation facility where available.
Where the statutory right of withdrawal applies, Sephina will refund the purchase price together with the cost of our standard delivery option. Additional charges resulting from choosing express or upgraded shipping are not refundable.
You are responsible for the direct cost of returning the goods unless otherwise required by law.
The statutory right of withdrawal does not apply where a legal exception applies, including goods made to your specifications or clearly personalised and qualifying sealed hygiene products once unsealed.
Your statutory rights are separate from and are not limited by Sephina's voluntary 30-day returns policy.
Agreement
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.
