Returns and Refunds
Trader: [Company name — to be confirmed]. Contact: [email protected]
Almost everything we sell is a single object — the exact piece in the photographs. We photograph it again once packed, before it leaves Kathmandu, and send you those images. If what arrives is not what you were shown, that is our problem to fix, not yours.
If your order arrives damaged or is not as described
This applies wherever you are in the world. Email [email protected] within 14 days of delivery with photographs of the piece and the packaging. We will refund you in full, including the shipping you paid.
You do not need to send it back. Return freight from most countries to Nepal costs more than the piece itself, so we would rather refund you and let you keep or donate it than pay a courier twice.
Changing your mind — UK and EU customers
Under the Consumer Contracts Regulations, if you are in the UK or the EU you may cancel within 14 days of receiving your order for any reason, without giving one. Tell us at [email protected] within that window, then return the piece within 14 days of telling us.
- The piece must come back unused and in its original packaging.
- You pay the return postage. Please use a tracked service — until it reaches us it remains your responsibility.
- We refund the item price and the standard outbound shipping within 14 days of receiving it back.
- Return it to our UK address, not to Nepal. We will send you the address when you contact us.
Changing your mind — everywhere else
We do not offer change-of-mind returns outside the UK and EU. Returning a parcel to Kathmandu typically costs more than the piece is worth, and pretending otherwise would mean pricing that cost into everything we sell.
This is why we photograph each piece individually, list its exact measurements and weight, and show its flaws rather than hiding them. If you want more photographs or a video before you buy, ask — we would far rather answer questions first than disappoint you afterwards.
Items we cannot take back
- Pieces commissioned or personalised specifically for you.
- Earrings, for hygiene reasons.
- Anything damaged after delivery through normal wear or accident.
None of this affects your statutory rights in respect of faulty or misdescribed goods.
How refunds are paid
Refunds go back to the card or payment method you used, and normally appear within 5 to 10 working days once issued. We cannot refund to a different account.
Customs duties
Our prices include duties and taxes, so you should not be asked for anything on delivery. If a courier does bill you, send us the invoice — we will reimburse it. See the shipping policy for detail.