Refund policy
Refund & Return Policy
Returns & Exchanges
We offer a 14-day return policy for eligible items. This means you have 14 days after receiving your order to request a return.
To qualify for a return:
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The item must be unused, unworn, and in its original condition (including tags and packaging).
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You must provide proof of purchase (order number or receipt).
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Made-to-order or personalized jewelry cannot be returned unless defective.
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Handmade incense and candles may be returned if the seal is unbroken and the product is unused.
How to Initiate a Return
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Email us at hello@alchemestudio.com with your order details and reason for return.
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If approved, we’ll send you a return shipping label and instructions.
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Note: Unauthorized returns (sent without approval) will not be accepted.
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Damaged or Incorrect Items
Please inspect your order upon delivery. If items are defective, damaged, or incorrect, contact us within 48 hours of receipt, and we’ll resolve the issue promptly (replacement or refund).
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on:
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Opened or used incense and candles (due to perishable nature).
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Made-to-order/custom jewelry (unless faulty).
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GIFT CARDS or EVENT TICKETS
- Personalised items
Refund Process
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Once we receive and inspect your return, we’ll notify you of approval.
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Refunds are issued to the original payment method within 10 business days.
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Delays? If your refund hasn’t posted after 15 business days, contact us.
EU Customers: 14-Day Cooling-Off Period
If your order ships to the European Union, you have the right to cancel within 14 days of delivery for any reason. Items must be returned unused in original packaging.
Exchanges
We don’t offer direct exchanges. Instead:
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Return the original item.
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Once approved, place a new order for the desired item.
Questions?
Contact us at hello@alchemestudio.com—we’re happy to help!