Refund policy

Returns & Refunds Policy

Thank you for supporting Nine Lives Jewellery.

I hope you love your piece, but if something isn’t right, here’s how returns are handled:

Return period

You have 14 days from receiving your order to request a return. Returns are accepted for store credit only — no cash refunds are issued.

Custom pieces are non-returnable and non-refundable due to their personalised nature.

Eligibility (collection pieces only)

To qualify for a return:

  • The piece must be unworn, unused, and in its original packaging.

  • Proof of purchase is required (order confirmation or receipt).

  • The return request must be submitted within 14 days of delivery.

To start a return, please email info@ninelivesjewellery.com with your order number, clear photos of the piece and its packaging, and I’ll confirm next steps.

Items sent back without first requesting a return will not be accepted.

Return address

Floor 2
17 New Church Street
Cape Town, 8001
Western Cape, South Africa

Damages, defects & issues

Please inspect your order on arrival and contact me immediately if:

  • The item is defective

  • It arrives damaged

  • You received the wrong piece

I’ll make it right through repair, exchange, or replacement.

Exceptions / non-returnable items

  • Custom jewellery

  • Sale items

  • Gift cards

If you’re unsure whether your item qualifies, please reach out.

Change of heart / not what you expected?

I understand online shopping can be tricky. If your piece isn’t what you expected, get in touch. While custom items are non-refundable, I’m always happy to discuss store credit, repairs, or resizing where appropriate — especially if the issue is on my side.

Exchanges

The quickest way to get a different item is to return the original (if eligible). Once approved, you can place a new order using your store credit.

Resizing

If the size of your piece isn’t correct, a modest resizing fee will apply.
If the sizing error was due to a mistake in the studio, I’ll cover the cost. Please see our Resizing & Repairs page for more information. 

Store credit

Once I’ve received and inspected your return, I’ll notify you if it’s been approved. If approved, you’ll receive store credit for the value of your item, which can be used towards any future purchase.