Refund policy
Incador Returns & Repairs Policy
Thank you for choosing Incador. Each piece is handcrafted just for you, so sadly we cannot offer returns or exchanges. Of course, we will always put things right if something arrives faulty or damaged.
- When something is wrong
• Please open your parcel as soon as it arrives. If the jewellery looks damaged, email info@incador.com within 48 hours. A few clear photos of the item, the certificate and the box will help us act quickly.
• The piece must be unworn and sent back in its original packaging.
• Once we have checked the photos, we will arrange a free repair, replacement or full refund. If we need the item returned, we will send you a prepaid label. Parcels sent back without our okay will be refused.
2. Lost parcels
Every order is fully insured in transit. If your parcel goes missing or arrives open or empty, let us know within 48 hours so we can start a claim with the carrier.
3. Refund timing
Approved refunds are processed to your original payment method within 10 business days of our confirmation email. Your bank or card provider may need a little longer to show the funds.
4. Items that cannot be returned
• Personalised or made‑to‑order jewellery (that is all Incador pieces)
• Gift cards
• Sale or clearance items
5. EU customers
Article 16(c) of the EU Consumer Rights Directive excludes personalised goods from the usual 14‑day cooling‑off period, so our no‑return policy also applies in the EU unless the item is faulty or damaged.
For further questions, please drop us a line at info@incador.com. We aim to reply within one business day.