At De Silang, we create unique jewellery featuring natural crystals and semi-precious gemstones. We want you to be completely satisfied with your purchase. This Return and Refund Policy outlines our guidelines for returns, exchanges, and refunds.
In accordance with EU consumer protection law, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing a reason. To exercise this right, contact us at contact.desilang@gmail.com with a clear statement of your decision. Return shipping costs for withdrawal are the responsibility of the customer. Refunds will be processed within 14 days of receiving the returned item.
We encourage you to inspect your De Silang jewellery upon delivery and notify us of any issues within 48 hours of receipt.
Eligible Returns
You may return your purchase within 14 days of delivery if:
The item arrived damaged or defective
You received an incorrect item
The item differs significantly from its description on our website
Non-Eligible Returns
We cannot accept returns for:
Items damaged after delivery due to improper handling or care
Custom or personalised pieces specially created for you
Items returned more than 14 days after delivery
Items showing signs of wear or that have been altered in any way
Our jewellery features natural stones and crystals that may have slight variations in colour, pattern, size, and shape. These variations are part of the natural beauty of the materials and are not considered defects. Photos on our website represent the general design of each piece, but natural variations should be expected and appreciated.
Contact Us: Email contact.desilang@gmail.com within 14 days of receiving your order to initiate a return.
Return Authorisation: Wait for our confirmation and return authorisation before sending items back.
Packaging: Package the items carefully in their original packaging if possible.
Shipping: Send the package to the address provided in your return authorisation.
Tracking: Use a tracked shipping method and keep your receipt until the return is completed.
If you wish to exchange an item for a different piece:
Follow the return process above.
Indicate in your initial email that you’d like an exchange.
Specify which item you’d like instead.
Please note that price differences will apply:
If the new item costs more, you’ll need to pay the difference.
If the new item costs less, we’ll refund the difference.
Exchange Shipping: For exchanges, the customer is responsible for return shipping costs. Once we receive your item and confirm it meets our return eligibility criteria, we will ship the replacement item to you free of charge.
Once we receive and inspect your return, we will process your refund as follows:
Original Payment Method: Refunds will be issued to your original payment method.
Processing Time: Refunds typically process within 5–7 business days after we receive your return.
Shipping Costs: Original shipping costs are non-refundable unless the return is due to our error.
Return Shipping: Return shipping costs are the responsibility of the customer for change-of-mind returns. If the return is due to our error (damaged, defective, or incorrect item), we will cover both return and replacement shipping costs.
If you receive damaged items:
Take clear photos of the damage and packaging.
Email these photos to contact.desilang@gmail.com within 48 hours of delivery.
We may request additional information to process your claim.
International Orders
International orders are subject to the same return policy, but please be aware that:
International shipping for returns may be costly.
You are responsible for any customs fees or import duties related to returns.
Processing time for international returns may be longer.
Sale Items
Items purchased on sale or with a discount code may only be eligible for store credit rather than a refund.
If you have any questions about our Return and Refund Policy, please contact us at:
Email: contact.desilang@gmail.com
We reserve the right to update or modify this Return and Refund Policy at any time without prior notice. Changes will be effective immediately when posted on our website.
Last Updated: 25/03/2025