Refund policy
GENERAL CONDITIONS
Return address:
All returns must be sent or delivered directly to:
Brown and Blonde
Att: Irene Gonzalez
CL Jesús de Polanco 10, 2A
28035, Madrid, Spain
Return Period:
Eligible returns must be received at our offices within 30 calendar days from the date of purchase.
Brown and Blonde reserves the right to refuse any returns that are not received within the 30-day period. Customers have 30 days for the return to be received by us. In such cases, the return will be sent back to the sender at the customer’s expense and responsibility, without exception.
Return Process
To initiate a return, you can do so in two ways:
• Through our returns portal: by accessing the following link: https://brown-blonde.myshopify.com/apps/parcelpanel-returns
• Through your customer account: by logging into your account on our online store and managing the return from your order history.
Before sending any item back, you must start the return process through the method indicated above and wait for the return to be approved. Any returns sent without having initiated the process in the returns portal and without having received prior approval will be returned to the sender without exception
If the return is approved, the customer must send us the tracking number of the shipment by email to: info@brownandblondejewelry.com
Please note that only one return, exchange, or size adjustment is allowed per purchased product (if applicable).
In the event that the product arrives in poor condition, only an exchange or repair will be accepted provided that the defective product is received at our offices within 30 days from the date of purchase
RETURN OR EXCHANGE
- Original shipping costs and customs duties are non-refundable.
- In the event of a return, any return or collection fees charged by the carrier will be deducted from the final refund. This includes the initial shipping costs covered by Brown and Blonde to deliver the order to the customer.
- International orders may be subject to local taxes, duties, import fees, and return shipping costs, which are the sole responsibility of the customer.
- Any charges related to taxes, customs duties, import fees, customs processing, shipping management, or any additional costs billed to Brown and Blonde during the return process will be deducted from the refund amount.
- Customs duties, taxes, import fees, and all associated processing or handling costs paid by Brown and Blonde (for both the original shipment and the return) are non-refundable.
Returned products must be in perfect condition, unused, and with original packaging. It is the customer's responsibility to ensure adequate packaging to prevent damage during shipping. Brown and Blonde is not liable for lost or stolen packages. Ensuring the return arrives safely is the customer's responsibility.
Returns will not be accepted if:
- Items show signs of wear or are damaged.
- Packaging is missing or incomplete.
- Used items
Brown and Blonde does not accept returns or exchanges for:
- Earrings and piercings (for hygiene reasons).
- Rings in sizes 5, 6, 7, 8, 9, 10, or sizes 18 and above (considered Special Sizes, as they require certain design modifications due to the non-standard size).
- Personalized or custom jewelry (e.g., initials, names, zodiac pendants).
- Products of our Special Prices section as they are final sale.
- Made-to-order, one of a kind, engagement rings,Su Misura pieces, Special Sizes, or Gift Cards.
- Items worked on or modified by third-party jewelers.
- Loose gemstones or diamonds
- Used pieces
- Items refused at customs by the recipient. Orders rejected at customs due to unpaid duties, taxes, or import fees are not eligible for a refund. (Customs duties are an integral part of international shipping and these charges are always the buyer’s responsibility).
Discounted items and sales: Items purchased during promotional periods or discounted items like, Winter,Autumn, Spring or Summer Sale, Archive Sale, Special prices or Memorial Day Sale can only be returned withing 30 days for store credit.
DEFECTIVE PRODUCTS
If you detect a manufacturing defect upon receiving your order, you must notify us as soon as possible and no later than 30 calendar days from the delivery date.
It is essential to contact our team within this period and follow the indicated process so that we can evaluate the piece and offer repair, replacement, or an appropriate solution.
To proceed with the evaluation, the defective product must be returned and physically received at our offices within the same 30-day period. Claims cannot be processed without prior inspection of the piece.
If the product is not received within this timeframe, the claim will automatically expire, even if the defect was initially reported within the allowed period.
If we do not receive a response from the customer or the necessary information during the evaluation process within the established timeframe, we cannot guarantee the management of the claim after this period.
Due to the artisanal and delicate nature of our pieces, any alteration, improper use, or manipulation after receipt may invalidate the defect coverage.
Natural gemstones may present unique variations in color, inclusions, or tonal nuances inherent to their origin. These characteristics are not considered defects but part of their natural character.
Lack of response or failure to complete the return process within the established timeframe will be considered a withdrawal of the claim.
BLACK FRIDAY ORDER RETURNS
This year’s Black Friday period will run from November 14, 2025, to December 1, 2025.
All eligible orders placed during this period can be returned for a refund within the first 14 days of purchase due to the limited nature of our pieces.
After day 15, all returns will be issued as a store credit. Please keep in mind that store credits are non-refundable and can be used within one year.
Our policy is based on:
- Sensitive and regulated materials
We work with diamonds, gold, and precious stones that require controlled sourcing, certification, and strict handling. Once these materials leave our facilities, they cannot be reintegrated into our regulated stock under the same conditions.
- Limited and difficult-to-replenish inventory
Our collections are produced in small quantities, often depending on the availability of selected stones. Returned items cannot always be reintroduced into circulation, as their sourcing and production conditions vary constantly.
- Loss of value through handling and assembly
Each piece requires precise setting and finishing. After being shipped or handled, a piece can no longer be restored to its original state without compromising its value.
PAYMENT REFUND
The reimbursement of the amounts received by the client will be made using the same payment methods used by the client within 14 calendar days.
We are not responsible for any exchange rate differences applied by your bank when processing refunds.
LOST OR STOLEN PACKAGES
When placing an online order for shipment, please ensure the preferred shipping address is secure and correct. Once a parcel has left our facilities, its whereabouts become the responsibility of the shipping carrier. Brown and Blonde Jewelry will not assume liability for any packages lost/stolen during the delivery process.
The fact that the return/exchange or repair reaches our offices is responsibility of the client and in no case we are going to be responsible in case of loss or theft.
If you have any questions regarding filing a claim for a lost/stolen parcel please contact info@brownandblondejewelry.com
ITEMS NOT COLLECTED
If an order is delivered to a convenience pick up point and is not collected within the timeframe specified by the courier, the item will be considered non-returnable, and all costs for reshipping will be borne by the customer.
If the package is returned to us by the courier due to non-collection, the customer is responsible for all costs associated with reshipping the item. Brown and Blonde will only resend the package once the customer covers these costs.
If the package is not collected and is not returned, Brown and Blonde cannot be held responsible for loss, damage, or misplacement.
Once the order has been delivered to the selected pickup point, the risk of loss, damage, or theft passes to the customer, so it is essential to collect the item on time.
JEWELRY REPAIR
If your jewelry requires repair within the warranty period, Brown and Blonde will cover the workshop costs.
The customer is responsible for:
- Shipping the piece to our office.
- Paying return shipping to your address (this will be added to your repair invoice)
- Customs and duties costs.
Please note:
If, after inspection, the repair is determined not to be covered under warranty, a repair quote will be issued. Once the service has been approved and payment has been made, the repair order cannot be cancelled.
This is because Brown and Blonde will have already initiated the repair process, including sourcing replacement stones or any necessary materials specifically required to complete the restoration. These elements are often specially ordered or prepared for each individual piece.
For this reason, once the repair has been confirmed and paid, it is considered final and non-cancellable.
RING SIZE EXCHANGE
At Brown and Blonde, we want every ring to fit perfectly. That’s why we offer resizing under the following conditions:
Before purchasing, we recommend consulting our online ring size guide to select the correct size. The ring will be shipped in the size chosen at the time of purchase.
If the size is not correct, we accept:
- Engagement rings: resizing is free of charge.
- Other rings: resizing carries a cost, or the ring can be exchanged for another product from our collection in a different size.
The customer is responsible for the shipping costs to send the ring to our office and for its return from the workshop to their home.
We don't accept size exchanges for Made to Order products since the ring was made in the correct size, as it was the size requested by the client.
This policy ensures that each piece maintains its quality, finish, and exclusivity.
STORE CREDITS
In-store credits will be valid for 12 months from the date of issue and can be redeemed for any in-stock item of the same value.
To receive a credit, the returned item must be in perfect condition, unused, and with all original packaging and accessories.
Credits are non-refundable and cannot be applied to items that are no longer availableProducts purchased using store credit cannot be returned
DISCLAIMER
By making a purchase with Brown and Blonde, the customer expressly agrees to these General Terms and Conditions.
Brown and Blonde reserves the right to modify these terms at any time without prior notice, with the version published at the time of purchase applying to that transaction.
JURISDICTION AND APPLICABLE LAW
This contract shall be governed by Spanish law. With express renunciation of the jurisdiction to which they might be entitled by reason of their domicile, the parties expressly submit to the jurisdiction of the Courts and Tribunals of the city of Madrid
