Refund policy

Return Period

You may request a return within 14 days of receiving your order.

Return Conditions

  • The item must be unused, in its original packaging, and in resellable condition. Upon arrival, items are inspected at our facility. If there are any signs of wear or damage, a deduction for loss of value may be applied, or the return may be entirely rejected.

  • Custom-made or personalized jewelry (e.g., name pendants or special-size orders) cannot be returned.

  • For hygiene reasons, earrings and piercing products are strictly non-returnable.

Return Process

To initiate a return, please contact us at support@osirisjewelry.com. You must contact us to obtain pre-approval before sending any return. Returns sent without prior authorization may not be accepted or processed. Once approved, we will provide you with the necessary return instructions and the return address (Please note: All our return operations are managed through our fulfillment center in Istanbul, Turkey).

Shipping Costs

  • If the item is faulty or the issue is caused by our error, the return shipping cost will be fully covered by Osiris Jewelry.

  • Exchange/Repair: For eligible items, we may offer an exchange or workshop repair option. Shipping costs for repairs/exchanges are the customer's responsibility unless the defect is caused by us.

  • For returns due to personal reasons (e.g., change of mind), the return shipping cost is the sole responsibility of the customer.

Our Commitment to Customer Satisfaction & Our Policies 🤝

At Osiris Jewelry, we take great pride in standing by our customers and resolving any issues through mutual understanding. This transparent and supportive approach is the reason we have thousands of happy customers worldwide; in genuine and good-faith situations, we do not hesitate to absorb losses to ensure our customers are not inconvenienced.

However, in the global e-commerce ecosystem, we must also protect our brand against malicious attempts and abuse. Please note that the clauses below constitute our legal rights to secure our operations, and in the situations outlined below, the final decision-making authority rests entirely with Osiris Jewelry. As long as there is no malicious intent, we will always do our best to accommodate you and find a middle ground. Yet, in cases of abuse, please be aware that the following policies will be strictly enforced.

Unclaimed Shipments & Address Errors 

  • For shipments that cannot be delivered and are returned to us due to customer-related reasons (e.g., incomplete/incorrect address, not being present at the address during delivery attempts, or failing to collect the package from the courier facility within the given timeframe), the original outbound shipping cost and the return shipping fees will be deducted from the customer's refund amount. For returns initiated by the customer, the risk of loss or damage belongs entirely to the customer once the package is handed over to the courier; tracked and insured shipping is highly recommended.

  • If these unclaimed packages are lost during the return process or are abandoned/destroyed by the courier due to procedural time limits, no refund will be issued. All responsibilities and losses arising from such situations belong to the buyer.

Customs, Duties & Refused Packages 

  • Shipments to the United States are sent DDP (Delivered Duty Paid). We cover the customs duties in advance, so the buyer will not face any additional charges upon delivery.

  • For all international orders outside the US and Turkey, any customs duties, import taxes, and local fees that may arise according to the destination country's regulations are the sole responsibility of the buyer.

  • We have no control over these charges and cannot intervene in your local customs processes.

  • Refused Packages: If a package is refused and left unclaimed by the customer due to unpaid customs duties, it will be returned to us. In this scenario, the outbound shipping cost, the return shipping cost, and any additional taxes incurred when the package enters Turkish customs will be deducted from your refund amount. If these return costs exceed the order value, the package may be abandoned at customs, and no refund will be issued.

  • We are here to help! While we cannot guarantee zero customs fees, we always do our best to assist our customers. If you encounter an issue at customs, please contact us immediately at support@osirisjewelry.com or via our WhatsApp line at +90 501 566 0723. We are here to guide you!

Payment Disputes & Chargebacks ⚖️

  • We kindly request that you contact us first to resolve any issues amicably and quickly before initiating a chargeback or payment dispute with your bank or payment provider.

  • For all delivery, customs, and return processes, the official tracking records, scan data provided by the courier (UPS/FedEx), and our mutual correspondence shall be treated as legal evidence.

  • In the event of an unjustified or malicious dispute, all relevant documentation—including official tracking records, delivery/refusal/return-to-sender scans, full customer communication history, and order verification data—will be submitted entirely to the relevant payment provider (Stripe, PayPal, etc.), and our legal rights will be defended to the fullest extent.

Refunds

Once your return is approved and the item is received by our facility, the refund will be processed to your original payment method within 5–10 business days. Original shipping fees are non-refundable. Statutory local consumer rights are reserved.