At Muur Atelier, we take immense pride in the exceptional craftsmanship and quality of our fine jewelry. If you are not entirely satisfied with your ready-to-wear purchase, we are here to guide you through our return process.
1. Eligibility for Returns
- You have 30 days from the date of delivery to request a return for an eligible item.
- To be eligible for a return, the jewelry must be strictly unused, unworn, and in the exact same pristine condition that you received it.
- It must be returned in its original Muur Atelier packaging, including all boxes, pouches, certificates of authenticity, and any attached security tags. Returns with missing packaging or removed tags will not be accepted.
2. Non-Returnable Items (Bespoke & Custom Orders)
Please note that all bespoke, custom-made, personalized, engraved, or modified items are strictly final sale.
Because these exceptional pieces are meticulously crafted specifically for you and to your exact requirements, we cannot accept returns, refunds, or exchanges on these items under any circumstances.
3. Mandatory Return Process (Contact Us First)
Due to the high value of our pieces and for strict insurance purposes, you must contact us before sending any item back. Unauthorized returns sent without prior notification will not be accepted, and the package will be returned to the sender at their expense.
- To initiate a return, please email us at info@muuratelier.com with your order number, clear photos of the item, and the reason for the return.
- Once your request is reviewed and approved, we will provide you with a Return Authorization (RA) number and highly specific, secure shipping instructions.
4. Return Shipping & Insurance
- Customers are responsible for all return shipping costs, including any applicable customs duties or taxes.
- When returning high-value fine jewelry, you must use a fully insured, trackable shipping service (such as FedEx or DHL). Muur Atelier is not responsible for items that are lost, stolen, or damaged during the return transit.
5. Refunds
Once your return is received at our atelier, it will undergo a rigorous quality inspection by our specialists. We will notify you via email of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days. Please note that original shipping fees are non-refundable.