Return & Refund Policy

More than anything we want you to be happy with your purchase!! If something doesn’t look for feel right, please contact us here and we’ll make it right! 

Also please be informed that placing an order means that you accept all the terms mentioned below

CANCELLATION & MODIFICATION

If you change your mind about your purchase, please submit your ticket via this form, provide your order number and the modification you would like to apply. We’ll confirm once the modification or cancellation has been made.

Your order is only eligible to be canceled and modified within 2 hours. After that time, the order is locked for processing and can no longer be canceled or edited.

Please be informed that:

• Personalized Orders are locked for processing right after the order is completed so sometimes it is impossible to make adjustments. Please double check all details before completing the order.
• For modification requests in the holiday season, orders may reach you a little longer than usual. However, it is rare because we always try to complete the changes immediately.

NOTE: Please keep in mind that purchasing means accepting all the terms mentioned above.

Making customers return, not our products: We believe that REPLACEMENT or REFUND may help resolve your issue at best. Thus, we do not have policies for returning and, the original items can be kept at your own disposal.

We will take full responsibility within 45 days from order arrival, if the product(s)

• Have been crashed, damaged or faulty
• Are not what you ordered or not as in your Order Confirmation email

You may choose to REPLACE the item or get a REFUND. Please keep calm and fill in this form to receive prompt support from our Customer support experts.

FREE REPLACEMENT

This applies to packages with no movement for more than 3 weeks or far exceeding our estimated time of arrival (ETA). If there is no problem with the shipping address, you will receive a FREE replacement in a timely manner.

REPLACEMENT WITH SMALL FEE

In some cases below, fortunately, replacement can be sent with just a small fee compared to the original price:

• You received the wrong item/ design/ size due to incorrectly customized input
• Your shipping address was returned and destroyed due to incorrect address input

REFUND ELIGIBILITY

At TrulyChoose, we want you to love your jewelry. If you're not completely satisfied with your purchase, we're here to help. Please review our refund eligibility guidelines below:

1. Eligible Items

You may request a refund if:

• The item arrives damaged or defective.
• The items you’ve received are not what you ordered or not as in your Order Confirmation email
• Your order is lost in transit and confirmed by the shipping carrier.

2. Conditions for Refund

To be eligible for a refund:

• The request must be made within 7 days of receiving your order.
• The item must be unworn, unused, and in its original packaging (including tags, boxes, and pouches).
• You must provide photo or video evidence of the issue (for damaged, defective, or incorrect items).

3. Non-Refundable Items

We do not offer refunds for:

• Change of mind or preference.
• Customized, engraved, or personalized jewelry.
• Items purchased through final sale or clearance promotions.
• Returns requested after the 7-day window.

4. Process

To initiate a refund:

1. Contact us here with your order number and reason for return.
2. Our team will review your request and provide return instructions if applicable.
3. Once your return is received and inspected, we will notify you of the refund approval.
4. If approved, your refund will be processed to your original payment method within 5–10 business days.

Every customer matters, your happiness will also be customized in each and every contact with TrulyChoose. Thank you for placing trust in our business and letting us do what we love!

If you have any questions, please don't hesitate to contact us here.