Returns & Exchanges

The Thea Promise

Care You Can Count On

Quality Checked Before Dispatch

Every piece is inspected before it leaves us.

Secure Packaging

Carefully packed to arrive exactly as intended.

Responsive Customer Support

A real person, just a message away.

Transparent Return Process

Clear steps, no hidden surprises.

Fast Resolution

We aim to resolve every request as smoothly as possible.

Customer Satisfaction First

Your satisfaction matters to us.

The Process

How Returns Work

Six simple steps, from request to resolution.

1

Step 1

Submit Your Request

Reach out within 72 hours of your purchase via our contact form, email or WhatsApp.

2

Step 2

Return Authorisation

We confirm your request by email and share the return address to post your item to.

3

Step 3

Pack It Carefully

Keep the item unused and in its original packaging, exactly as it arrived.

4

Step 4

Ship It Back

Post it to us using a trackable service - return shipping is arranged and paid by you.

5

Step 5

We Inspect Your Return

Once received, we review it and email you with the outcome.

6

Step 6

Refund or Exchange

Approved refunds are processed within 5-7 business days to your original payment method.

Before You Begin

Return Eligibility

Eligible for Return

Requested within 72 hours of purchase
Unused and in original condition
In its original packaging
Regular-priced items

Not Eligible for Return

Requests made after 72 hours
Worn or used items
Items missing original packaging
Sale or discounted items

Time Limit

72 hours from purchase

Packaging

Original packaging required

Documentation

Email confirmation required

Condition

Unused, as received

Once Approved

Refund Timeline

Received

Return Received

We email you to confirm your returned item has arrived.

Reviewed

Inspection

We check the item's condition against our return policy.

Decided

Refund Approved

You'll receive an email either way - approved or not.

Completed

Refund Completed

Credited to your original payment method within 5-7 business days.

The Exchange Experience

When We'll Replace Your Item

We keep our exchange policy simple and honest.

Damaged or Defective

If your piece arrives defective or damaged, we'll replace it with the same item at no extra cost to you.

Message us on WhatsApp →

Wrong Item Received

If we've sent you the wrong piece, let us know and our team will personally make it right.

Contact our team →

Missing Item

If something from your order didn't arrive, reach out and we'll look into it right away.

Email collectiontheas@gmail.com →

Please note: outside of defective or damaged items, we're currently only able to offer a like-for-like exchange, not a swap for a different design.

Common Questions

Frequently Asked Questions

Can I exchange my jewellery?

We replace items only if they arrive defective or damaged, exchanging them for the same item. Outside of that, we're currently unable to offer exchanges for a different design - our return process is the best route if the piece isn't right for you.

How do refunds work?

Once your return is received and inspected, we email you to confirm it has arrived, then let you know whether it has been approved. Approved refunds are credited to your original payment method within 5-7 business days. Only regular-priced items are eligible - sale items cannot be refunded.

What if my parcel is damaged?

Please reach out to us straight away with photos if possible - we'll replace defective or damaged items with the same piece at no extra cost.

What if I receive the wrong item?

That's on us to put right. Message our team and we'll personally sort it out for you.

How long does the refund take?

Approved refunds are processed within 5-7 business days of approval, credited back to your original payment method. If it's taking longer than expected, please check with your bank or card provider first, then reach out to us at collectiontheas@gmail.com.

How do I return a gift?

If the item was marked as a gift and shipped directly to you, you'll receive a gift credit once we've received your return. If it wasn't marked as a gift, the refund goes to whoever placed the order.

Who pays for return shipping?

Return shipping is arranged and paid for by you. We'd recommend a trackable shipping service, especially for higher-value pieces, since we can't guarantee receipt of untracked parcels.

How do I contact support?

The fastest way is WhatsApp at +91 7596089706 - you can also email us at collectiontheas@gmail.com or use our contact form.

Need Immediate Assistance?

Our jewellery care team is here to help with anything return or exchange related.

Average Response Time: within business hours

Chat on WhatsApp

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