Return, Exchange & Cancellation Policy

At Kristien Surya, customer satisfaction is our highest priority. If for any reason you're not completely satisfied with your order, we are happy to accept returns for store credit on non-custom items within 30 days of delivery, as confirmed by courier tracking. Please review our policy for details on returns, exchanges, and cancellations.

Cancellation Policy

  • Order Cancellation: Orders can only be canceled within 12 hours of placement. After this time, once the order is processed, it cannot be canceled.
  • Custom & Personalized Orders: All custom or personalized orders, including those with names, initials, or specific requests, cannot be canceled once they are placed, as they are final sale.

Return Policy

  • Eligibility: We accept returns for store credit on items that are unworn, undamaged, unaltered, and returned in their original packaging, including boxes, pouches, or any gifts with purchase.
  • Time Frame: Returns must be initiated within 30 days of delivery as confirmed by courier notification.
  • Custom & Personalized Items: All personalized and custom orders, including those with names, initials, or specific requests, are FINAL SALE and are not eligible for return.
  • Receipts: A physical or electronic receipt is required for all returns.
  • Non-Refundable Charges: Shipping and handling fees are non-refundable. A return shipping fee of $8 will be deducted from the credited amount.
  • International Orders: All international orders are FINAL SALE and are not eligible for return.
  • Gift Cards: Kristien Surya E-Gift Cards are non-returnable and cannot be exchanged for cash or credit.

Please note: All returns are subject to an inspection process upon receipt. Returns that are damaged (e.g., tangled, scratched) or not in acceptable condition may be refused or incur a restocking fee.


How to Return an Item

  1. Request a Return: Please email ClientServices@KristienSurya.com to initiate a return request.
  2. Prepare Your Item: Ensure that the item is packed securely in its original packaging and placed inside a shipping box. Please do not use an envelope as this may cause damage, and such returns will not be accepted.
  3. Attach Prepaid Label: Use the prepaid UPS shipping label we provided via email.
  4. Drop Off: Return your package at any UPS Store, Authorized Shipping Outlet, or Customer Center.
  5. Confirmation: Once we receive and validate your return, we will notify you via email. Store credit processing may take 3-5 business days.

Important: Kristien Surya is not responsible for items that are damaged or lost if you choose to use your own shipping method.


Gift Returns

  • Gift Recipients: Returns for gifts will be issued as store credit, provided a gift receipt is included.
  • Condition: All gift returns must be in their original condition and packaging.

Exchange Policy

We do not offer direct exchanges via mail. To exchange an item:

  1. Return the Item: Follow the return process by requesting a return label and sending back the original item.
  2. Store Credit: Once the returned item passes our inspection, we will issue store credit for you to purchase a replacement.

Please note that all returned items must meet our return requirements before store credit is issued.


Repair Policy

Your Kristien Surya jewelry comes with a 2-Year Warranty to ensure the longevity of your precious pieces. Please review our Warranty Policy for full details on coverage. If you encounter any issues within this period, we are here to assist.

  • Repairs Within 2 Years: Items covered under our 2-year warranty will be repaired with only a fair service fee applied, ensuring the most reasonable cost for repairs. For more information on the specific service fees, please visit WARRANTY for details. 

  • Repairs After 2 Years: For repairs requested after the warranty period, or for damage not covered by the warranty (such as accidental damage, wear and tear, or misuse), additional fees may apply. We will communicate all costs clearly before proceeding with any repair.

  • Lifetime Warranty: If you have purchased our Lifetime Warranty, repairs will be conducted at no extra charge, except for the replacement of lost stones. Please refer to the Lifetime Warranty Terms for more information.


How to Request a Repair:

  1. Contact Us: Please email ClientServices@KristienSurya.com with your order number and a detailed description, along with images of the item needing repair.

  2. Shipping & Inspection: Once we review your request, we will provide instructions for shipping the item to our repair center. Repairs typically take 4-8 weeks depending on the complexity and order volume.

  3. Non-Warranty Repairs: For items no longer covered under warranty, any additional repair costs, including shipping, will be confirmed with you prior to proceeding.

Important: Repairs completed by a jeweler outside of Kristien Surya void the warranty.

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