Customer care

Returns & exchanges

Every piece is handmade, so small variations are part of the work. If something arrives damaged, tell us within 24 hours and we'll make it right.

Exchanges only

Kindly note we only offer exchange of our product within 24 hours of receipt by the customer, in case of damage or breakage of the product in transit.

Orders once placed cannot be cancelled or refunded. We can only offer an exchange as per our exchange policy.

Handmade variation

Most of our products are handcrafted by traditional craft persons in India, resulting in each product being unique and slightly different from the next. Stones may therefore vary slightly, and natural stones and pearls are always different from each other. All our products go through quality control before shipping.

4 steps to making a return

• Inform us within 24 hours of receipt of your order by emailing tesoroshopcare@gmail.com.
• Send us a photograph of the product. It is then at the discretion of the Tesoro QC team to decide whether the product is approved for return.
• Once our Quality Control team has authorised the return, courier the product to us using the details we provide.
• Once we receive the damaged or incorrect product, we dispatch the fresh or correct product.

Refunds will be considered when

We are not responsible for lost or damaged packages, and we are not liable for any returns we were not notified about first.

• An unboxing video is provided showing the product was received damaged — this is mandatory before any action can be taken.
• We are informed by email at tesoroshopcare@gmail.com within 24 hours of receipt of the order.
• Packages are lost in transit.
• Where a refund is approved, only the product cost is refunded, not the courier charges.

No refunds will be given for

• Incorrect or out-of-date delivery address.
• Incorrect address format, including any form of PO Box address.
• After 3 failed delivery attempts by our courier agent.
• Packages refused by the recipient.
• Sizing issues — please review our size guidance carefully before purchasing.
• Products returned in a used or damaged condition.
• Minor colour and design variation, as all products are handmade and use natural stones.
• Jewellery that is not faulty or damaged.