Refund policy

RETURN, EXCHANGE & CANCELLATION

All items purchased online on VictoriaEnso PTE Limited can be returned within 14 days of purchase either by you or a third party on your behalf (not the carrier of product). 

 

CANCELLATION AND RETURN PROCESS

Please read the following instructions carefully before sending any items back to us:

• The items need to be in their original packaging; this helps protect the items from wear and tear during its transportation.
• The items delivered may only be used for examination akin to ‘trying out’ an item in a store. In case of any damage, we are entitled to demand compensation.
• Customers will be responsible for the direct shipping costs for returning items.
• Please ensure the returned package(s) can be tracked as we will not be liable for any damages, loss, or theft during the shipment back to us.
• Please keep the shipment receipt for any future correspondence.
• To return an order, customers can use the enclosed address label.
• The enclosed return slip needs to be completed along with reasons for returning the item and the purchase receipt.
• All items need to be returned to the following address:

 
Please be aware that the returned items make take several days to get back to us and for relevant department to process it.
 
Please keep in mind that customized goods cannot be returned. All customized items including bespoke jewellery are final sale. VictoriaEnso PTE Limited will not be liable for any issues related to spelling mistakes or otherwise arising out of wrong customer instructions.
 

PROCESSING TIME FOR RETURNS & REFUNDS

A confirmation email will be sent out when the returns department has received your item. The processing time for returns 2-4 working days from the day the items are received. Once an item is received, the customer will be credited with the cost of goods on the same payment method initially used for the purchase of the item minus any delivery charges (some exceptions may apply).

• All refunds will be debited directly to your PayPal account used to make the purchase.
• Once an item is successfully returned, the original card (debit/credit) used to make the purchase will be debited with the refund amount. Bear in mind that the refund amount may show up in the subsequent billing month in some cases.
• Please note that the processing of complaints, repairs, and restorations may take a longer time.

EXCHANGE FOR A DIFFERENT SIZE

Please note that we are currently unable to offer exchanges for different sizes due to our automated purchase system. Customers will have to reorder a different size through our online store.

Customers are welcome to exchange items in one of our VictoriaEnso PTE Limited retail shops within 14 days of the original purchase date using the original receipt as proof of purchase. Customers should be advised that items need to be paid for using the account first before making exchange requests. Customers need to provide evidence of any similar payments in the one of our retail outlets.

As a general rule, it is not possible to return/exchange items bought using our online site in one of our VictoriaEnso PTE Limited retail outlets.

For a fee, most of the bracelets can either be extended and or curtailed in one of our shops. Please refer to the section on ‘service' for more information regarding this or reach out to one of our customer service representatives