Refund policy
Returns & Refunds
Last Updated: August 10, 2026
We want you to love your Macaje jewelry.
If something isn't right with your order, we're here to help. This policy explains when you may request a return, how to start a return, and how eligible refunds are processed.
1. 30-Day Returns
You may request a return within 30 days of receiving your order.
To start a return, please email us at:
Please include your order number and let us know that you would like to request a return.
Our team will review your request within 2–3 business days.
If your return is approved, we will provide you with a Return Authorization Number (RAN) and detailed return instructions.
Please do not send an item back before your return has been approved and return instructions have been provided.
2. Return Conditions
To be eligible for a return, your item must:
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Be returned within the 30-day return period
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Be in its original condition
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Be unworn and unused
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Be returned with any original packaging, where applicable
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Meet the requirements of this Returns & Refunds Policy
Macaje reserves the right to refuse a return that does not meet these requirements.
3. Return Shipping
Unless an item arrives damaged, defective, or incorrect, return shipping costs are the responsibility of the customer.
We recommend using a shipping service that provides tracking, as Macaje is not responsible for returns that are lost or damaged while being shipped back to us.
4. Restocking Fee
A 25% restocking fee applies to approved refunds.
This fee is deducted from the eligible refund amount.
5. Refund Eligibility
Our 30-Day Money-Back Guarantee is available for one first-time, full-price purchase per customer. Orders placed using a promotional or discount code remain eligible.
The following purchases are not eligible for the 30-Day Money-Back Guarantee:
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Sale-priced items
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Additional purchases made after a customer has already used the Money-Back Guarantee
Other return or refund rights that may apply under mandatory local law are not affected by this policy.
6. Refund Processing
Once we receive your returned item, it will be inspected to confirm that it meets the applicable return conditions.
If your return is approved, your eligible refund will be processed within 14 business days after the return has been received and inspected.
During peak periods, refund processing may take up to 30 business days.
Once your refund has been issued, the time it takes for the funds to appear in your account may also depend on your bank or payment provider.
7. Refund Amount
Approved refunds are issued to the original payment method used for the purchase, unless otherwise required by applicable law.
Any applicable 25% restocking fee will be deducted from the eligible refund amount.
Original shipping charges, if applicable, may not be refundable.
8. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible.
To help us resolve the issue quickly, please provide:
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Your order number
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A description of the issue
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Clear photos of the item
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Photos of the packaging, if the package arrived damaged
Please do not return a damaged, defective, or incorrect item before contacting our team and receiving instructions.
Where appropriate, we will work with you to determine the best resolution.
9. Exchanges
If you would like a different item, please contact our team before sending your order back.
Depending on availability and the circumstances of your request, we may offer an exchange or ask you to return the original item and place a new order.
10. How to Start a Return
Starting a return is simple:
Step 1 — Contact Us
Email contact@macaje.net with your order number and return request.
Step 2 — Return Review
Our team will review your request within 2–3 business days.
Step 3 — Return Authorization
If approved, we will send you your Return Authorization Number and return instructions.
Step 4 — Send Your Return
Follow the instructions provided by our team and ship your item back to us.
Step 5 — Inspection
Once received, your return will be inspected.
Step 6 — Refund
If approved, your eligible refund will be processed within 14 business days, or up to 30 business days during peak periods.
11. Our Promise
Every Macaje piece is designed to be loved, worn, and enjoyed for years to come.
If something isn't right with your order, please reach out to us. We'll always do our best to understand the situation and help you find the appropriate solution.
Have a question before placing your order?
We're happy to help you choose the right piece.
Email: contact@macaje.net
12. Contact Us
For return, refund, or order-related questions:
Email: contact@macaje.net
Macaje
2nd Floor, College House
17 King Edwards Road
London HA4 7AE
United Kingdom
Please include your order number whenever possible so we can assist you faster.
Quick Returns Summary
Return Window: 30 days from delivery
Return Request Review: 2–3 business days
Refund Processing: 14 business days after inspection
Peak Season Processing: Up to 30 business days
Return Shipping: Customer's responsibility, unless otherwise required by applicable law
Restocking Fee: 25%
Money-Back Guarantee: One first-time, full-price purchase per customer — discount-code orders are eligible
Sale-Priced Items: Not eligible for the 30-Day Money-Back Guarantee