Received Item Issues FAQ

My jewelry is damaged, what should I do?

We are sorry to hear that your order is damaged!

We are happy to assist you with any issues, but first our customer service team are obliged to receive a picture from you in order to proceed with a reorder for a replacement item. Please contact our Customer Service Team with:

Your Order ID number
A picture of the damaged item
The item's name and item ID

Please select the correct damaged part of your necklace so that we can treat your specific problem. It is required to send a picture of the damaged item for us to determine how to proceed.

We''ll get back to you as soon as we can to offer a replacement item according to our warranty policy. Please note to check your email to see if you''ve received a response from us within a few hours.

My chain size that I received is incorrect, what should I do?

If the chain length you received is different to the one you ordered, we’ll gladly send you a new chain which you can easily replace by yourself with a set of pliers.

If you ordered the wrong chain length and would prefer a new chain, please contact our Customer Service Team and we’ll gladly ship a new chain to you, at no extra charge.

Gold

If your chain is solid gold please consult our Customer Service Team for further instructions.

How do I change my inscription?

If you already placed your order but selected the wrong product or want to change the personalization details, please contact our Customer Care Team.

We’ll be more than happy to modify your order, at no extra charge, as long as it hasn’t shipped.

In case your item was already shipped, please note that you''ll be charged a restocking fee of 30% of the total amount of the item.

I received an incorrect item, what should I do?

If you receive a wrong item in your order, please let us know as soon as possible so that we can sort it out straight away.

Start by checking your order details to ensure that the order was placed correctly with the personalization that you chose. Then contact our Customer Service Team with your order number and a photo of the incorrect item. We’ll send you a replacement as quickly as we can.

I''m missing an item from my order, what should I do?

We''re sorry to hear that an item is missing!

We ask that you please check your Order Confirmation to make sure that the details are correct and as you ordered.

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. If your order has been sent in different parcels, each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you''re not missing anything.

If an item is missing, please contact our Customer Service Team with your order number, the name of the missing item, and a link to the item webpage if you have it. We will resolve this issue for you as quickly as we can.

I received my item, but it doesn''t look like I expected

We are happy to offer you to exchange the item for another, but first kindly send us a picture of the item you’ve received in order to make sure the item matches our quality standards, and that the details are as described on site.

When contacting us, please make sure to include the following details so that we can assist you in the best possible way:

Your Order ID number
A picture of the item you received
Feedback on the item
Link to the item that you would like to exchange to

I received my item, but the inscription is incorrect

If the mistake is ours, we are happy to rectify our mistake and to offer a free replacement item for you with the correct inscription.
When contacting us, please make sure to add the following details so that we can assist you in the best possible way:

Your Order ID number
A picture of the item you received
The correct inscription

Warranty Conditions

At SETT, our jewelry is made of high-quality materials and stones.

All items are covered by a 24-month warranty, which means we’ll replace or fix any damaged item within 2 years of purchase. All items must be returned before the new item can be reproduced.

THIS WARRANTY DOES NOT COVER:

Damage, accidental or otherwise, not caused by defect of material or workmanship.
Damage due to daily wear and tear, scratches, and damage of any accessory-part.
Water damage to a product not marked “water resistant”.
Lost or stolen items.

Please contact our Customer Care Team if you have experienced any defect to your item that is covered by our warranty. Please send us your purchase receipt to validate this warranty along with a clear image of the damaged item.