For eligible ordinary pieces, including in-stock designs, you may request a refund or exchange within 14 calendar days after receiving or collecting your order. The offer applies to website, Instagram, WhatsApp, appointment and event purchases. The day after receipt or collection is day one. Return or exchange requests made after this 14-day period are not accepted under this policy. This cutoff does not apply to separate defect or warranty claims or override mandatory legal rights.
Under this voluntary offer, the piece must be unworn, unused, unaltered and undamaged, with its original packaging and proof of purchase. We accept an order reference together with information that allows us to verify the purchase if the receipt is unavailable.
Our 14-day returns and exchanges policy excludes bespoke and personalised pieces, sale items and limited editions identified as final sale before purchase.
These exclusions do not remove an applicable legal withdrawal right or remedies for a defective, incorrect or misdescribed piece. In particular, a sale or limited-edition label alone does not remove a legal withdrawal right.
For qualifying purchases made at a distance, Lebanese law provides a ten-day withdrawal period from delivery, subject to its conditions and exceptions. Where this right applies, you may cancel and receive repayment, rather than being required to accept an exchange or store credit. Contact us using the same return process below; no special form is required.
If a sale, limited-edition or other item is excluded from our voluntary 14-day offer but remains eligible for legal withdrawal, we will process a timely legal withdrawal and refund. Our additional packaging and five-day dispatch conditions do not override mandatory legal rights. Where our 14-day offer is more generous, you may use that offer instead.
Please inspect your order and tell us about a visible problem promptly, preferably within 48 hours. Include your order reference, a description and photographs where possible. We may need to inspect the piece before confirming the cause and remedy.
If a piece arrives defective or damaged, including a bespoke or personalised piece, contact us and we will agree a solution with you, which may include repair. Defects and damage on arrival are not refunded, except where the law requires a refund. If we sent the wrong piece or materially departed from the approved design, we will send the correct piece at no extra cost to you.
We arrange prepaid return delivery for confirmed defects, damage on arrival or incorrect items and pay for the replacement delivery where applicable. Missing the requested 48-hour reporting period does not automatically remove a warranty or legal claim. Later-discovered manufacturing faults are handled under our Warranty and repairs policy.
Contact customerservice@siaramjewelry.com or the channel used to place the order. Give your order reference, the item and whether you want a refund or exchange. For a fault or incorrect item, please describe the problem so we can arrange the appropriate process.
Send your request within the applicable return period. We will provide a return address and arrangements privately. For our voluntary offer, hand the piece to the agreed carrier or return it by appointment within five calendar days after we send usable return instructions. If the fifth day is a public holiday or no agreed return service is available, contact us to arrange the next available day. A timely request is not lost because our reply is delayed.
Pack the piece securely and keep the collection or postage receipt. Do not send gold jewellery through a service that does not accept it. A carrier delay after timely handover does not by itself invalidate your return. If the voluntary deadline is missed, we may decline that voluntary return; statutory claims remain available where they apply.
We aim to inspect returned pieces within three business days of receipt and tell you the outcome in writing. If we believe a voluntary return does not meet its conditions, we will explain the reason and provide relevant photographs or other findings. We do not treat our assessment as removing your ability to challenge the outcome.
We initiate approved refunds promptly and no later than 14 calendar days after the inspection decision, or earlier where the law requires. We will not delay an inspection or decision to avoid a repayment obligation. Your bank or payment provider may take additional time to display the funds.
Refunds normally go to the original purchaser using the original payment method. For cash purchases or a method that cannot accept a reversal, we will agree a cash refund or suitable transfer. We will not force a voucher or store credit in place of a monetary refund due to you.
For a return under our 14-day offer, you pay the return delivery and, for an exchange, delivery of the replacement. The original delivery charge is not refunded under our voluntary offer once delivery has been completed. Any delivery amount that must be refunded under applicable law will be refunded. We will explain any relevant charge before arranging it.
For a confirmed defective, arrival-damaged or incorrect item, we arrange and pay for the necessary return and replacement delivery. Where a refund is due by law for such an item, it includes the price paid and the delivery charges attributable to it. If you paid the courier directly, provide the delivery receipt or other available evidence so we can arrange reimbursement.
Exchanges depend on the desired design and size being available. If it is unavailable, you may choose another eligible piece or the refund available under this policy. If the replacement costs more, you pay the difference. If it costs less, we refund the difference or issue store credit if you choose it.
A gift recipient may request an eligible exchange using a gift receipt or verifiable order reference. A monetary refund goes to the original purchaser. Store credit issued with the customer's agreement is valid for 12 months from issue, may be used across several purchases and does not cover delivery fees. We state its value and expiry when issued. Gift-voucher balances follow the separate six-month voucher rules.
Email customerservice@siaramjewelry.com or WhatsApp +961 76 052 068.
Our other policies: Terms & Conditions · Shipping & Collection · Warranty & Repairs · Custom Orders · Gift Vouchers · Privacy Policy · Cookie Policy