Returns & Exchanges

Thank you for purchasing products from ao Jewellery. Below are the details of our exchange and return policy.

Conditions for Exchange and Return

Due to the custom-made nature of our products, refunds are not accepted except as required by law. Exchanges are only accepted within 14 business days of product receipt. For exchanges, the product can be exchanged for another product or a credit note of the same value will be issued.

Acceptable Reasons for Return

1. The product is defective.
2. The product received is different from the order.

Return and Exchange Procedure

1. If you wish to return or exchange a product, please contact us at hello@aojewellery.com
within 14 business days of receiving the product. Please include "Exchange" or "Return" in the subject line of your email.

2. We strongly recommend that returned products have a tracking number. We are not responsible for any loss or damage during shipping.

Non-returnable and Non-exchangeable Products

1. Sale items

2. Earrings

3. Custom-made or engraved products (except in cases of damage or mistakes upon arrival)

Resizing and Repair Services Custom-made and engraved products are considered special orders and are not eligible for resizing, returns, or exchanges. If there are damages or mistakes upon arrival, we will repair or adjust the product in agreement with the customer. Resizing and repair services are generally chargeable. Please contact us for details.

Free Resizing Service

We offer a one-time free resizing service for jewellery without stones and non-sale items. If the size does not fit, please contact us.
※Large size change (e.g. changing from pinky size to thumb size for reasons such as a change of mind) cannot be accommodate. The shipping cost for resizing is the customer's responsibility.

Any resizing beyond the first adjustment will be charged. Additionally, repairs for damage occurring after use will be charged. The shipping cost for resizing is the customer's responsibility.

3. Duties and Taxes **International (excluding New Zealand):

- Customers are responsible for any duties and taxes incurred during returns and exchanges.

- Additional duties and taxes may apply when importing exchange items.

4. Important Information

- We recommend using a trackable shipping service and purchasing shipping insurance. Please note that we cannot guarantee that we will receive your returned item.

Contact Information

If you have any questions or need further information about exchanges and returns, please contact us at
hello@aojewellery.com. Please include "Exchange" or "Return" in the subject line of your email.