Refund policy

At AlterEgo Jewelry, we want you to be completely happy with your purchase. You can cancel your online purchase within 14 calendar days from the day after you receive your order. You do not need to give a reason for cancelling.

To cancel, please email us at support@alterego-store.com. Once cancelled, you must return the item(s) to us within 14 days of informing us of your decision.

Refunds will be issued to your original payment method within 14 days of us receiving the returned item(s) or evidence of return.

1. Conditions for Returns

To be eligible for a full refund:

• Items must be unworn, undamaged, and returned in their original packaging.

• Earrings are non-returnable for hygiene reasons unless faulty.

• Personalized, engraved, or custom-made items are non-refundable, unless faulty.

We recommend using a tracked delivery service. We are not responsible for returns lost in transit.

2. Faulty or Damaged Items

If the item is faulty, not as described, or unfit for purpose, please contact us within 30 days of receipt with photos and a description of the fault. 

3. Exchanges

We are happy to offer exchanges for unworn items (with the exception of earrings). Please contact us to arrange this within 14 days of delivery.

4. Return Shipping Costs

• If you are returning an item because of our error or because it is faulty, we will refund the return postage.

• If you are returning an item due to a change of mind, you are responsible for the return shipping costs.

5. Contact Us

For questions or concerns, please contact: support@alterego-store.com.