Refund policy

Welcome to the Countessas family! We deeply care about you and your shopping experience, and we want you to feel completely safe, valued, and pampered every step of the way. We take immense pride in the royal quality of our jewelry collections, knowing they carry your beautiful moments. Your peace of mind, ultimate satisfaction, and trust are always our top priorities.

Please review our heartfelt policy regarding returns and refunds below:

 Hygiene, Safety, and General Policy
To ensure the absolute hygiene, cleanliness, and safety of all our jewelry for every single queen who shops with us, we cannot accept physical returns or exchanges once an item has been handled or received. For health and sanitary reasons, all our royal pieces are single-owner only, meaning all sales are final once your order has been shipped or received. Except for countries where local laws state otherwise (such as the European Union), we do not accept returns or issue refunds for a change of mind.

To ensure your heart is always at ease, if your item arrives defective, damaged, or incorrect upon reception, we will immediately issue a full refund to make things right for you. Your happiness is what matters most to us. You will just need to provide photos or a short video of the issue, along with the receipt or proof of purchase.

To report a defective item and request your refund, you can safely contact us at support@countessas.com. Please note that you do not need to ship the physical product back to us; once approved, you can keep the item, and we will process your refund directly.

If your claim is accepted, we will send you a confirmation email, and your full refund will be automatically processed back to your original payment method. Items sent back to our facilities without prior support approval will not be processed.

You can always contact us for any policy or order question at support@countessas.com.

Damages and Issues
We want you to absolutely love your jewelry! Please inspect your order carefully upon reception. If your item is defective, damaged, or if you receive the wrong item, please contact us immediately so that we can evaluate the issue and make it right for you right away. Our dedicated support team is always here to ensure your experience with Countessas is nothing less than perfect.

Exceptions / Non-Returnable Items
We always aim to be fair and transparent with you. Please note that certain types of items cannot be eligible for a refund, such as custom products (including special orders or personalized jewelry made just for you). 

Additionally, we kindly remind you that we cannot process refunds or cancellations for items purchased during special sale events or via gift cards. If you ever have any questions or concerns about a specific item in your order, please do not hesitate to reach out to us—we are always happy to guide you!

European Union 14-Day Cooling-Off Period
As an exception mandated by local consumer rights regulations, if the merchandise is being shipped into the European Union, you have the right to cancel or request a refund for your order within 14 days, for any reason and without a justification. To be eligible under this regulation, the product must remain completely unworn, unused, with tags, and in its original packaging.

To initiate a request under this period, please contact us at support@countessas.com. To ensure a seamless experience and save you the hassle of international shipping, our support team will guide you on how we will process your solution directly without the need for physical return shipping.

Refunds
Once your claim and proof of damage are reviewed and approved by our team, we will automatically issue a full refund to your original payment method within 10 business days. We will keep you updated every step of the way via email! 

Please kindly remember that it can also take some extra time for your bank or credit card company to process and post the refund to your account (usually 3-5 business days). If more than 15 business days have passed since we approved your refund, please reach out to us at support@countessas.com—we will be more than happy to check on it for you!