Refund Policy

Our promise, in plain English

Every XNJewelry piece is made just for you — engraved with your names, dates, or words, and crafted only after you order. Because each piece is one of a kind, personalized orders are final sale.

But here's our promise: if anything arrives damaged, defective, or engraved wrong on our end, we'll make it right with a free remake. No arguments, no return shipping, no hassle.

1. Personalized items are final sale

Since your piece is custom-made to your specifications, we can't accept returns or exchanges for:

• A change of mind after production has started
• Spelling errors or incorrect details submitted by you — that's why we send a pre-production confirmation email, so you can double-check everything before we begin
• The wrong size, chain length, or finish selected at checkout — please check our size guides before ordering

2. Changed your mind? You have 24 hours

You can cancel your order or change your personalization within 24 hours of placing it — just email us right away at support@xnjewelry.com. Once your piece enters production, we can no longer cancel or modify it.

3. Damaged, defective, or our mistake — we've got you

If your piece arrives damaged, has a structural defect, or the engraving is wrong because of us:

• Email us within 30 days of delivery with your order number and a photo of the issue
• We'll craft a brand-new replacement and ship it to you express, completely free
• You don't need to send the original back to us

4. Shipping delays

Crafting plus insured international shipping takes about 2–3 weeks in total (see our Shipping Policy for the full timeline). We can't offer refunds or cancellations for minor carrier delays or brief customs holds, since those are outside our control.

If your package is officially declared lost by the carrier, we'll replace it immediately at no cost to you.

5. Please talk to us first

If something's wrong with your order, please email us before filing a chargeback with your bank. We resolve eligible issues quickly — most problems are fixed with a single message to support@xnjewelry.com.

6. Jewelry care

Our pieces are made from hypoallergenic 316L stainless steel with 18K gold PVD plating — waterproof and tarnish-resistant for everyday wear. Like all plated jewelry, the finish can gradually soften over years of daily wear, especially with frequent exposure to perfume, pools, or saltwater. Following our jewelry care guide will keep your piece looking its best for years to come.

7. 1-Year Craftsmanship Warranty

Every piece is covered for 12 months against manufacturing defects — broken clasps, faulty links, or engraving defects. If a defect appears, we'll repair or replace your piece free of charge. Gradual softening of the plated finish from normal daily wear isn't covered, but everything we build is.