Refund policy

At STRING & SOUL, each custom crystal bracelet is created with care based on your selected design, materials, wrist size, and personal preferences. Because many of our pieces are handmade or customized, we have a return policy designed to protect both our customers and our production process.

Please read this policy carefully before placing your order.

1. Order Cancellations

You may request to cancel your order within 12 hours after placing it.

Once your order has entered production, we may no longer be able to cancel it, especially if the bracelet has already been assembled, customized, or prepared for shipment.

To request a cancellation, please contact us at:

Email: support@string-soul.com

Please include your order number and the email address used at checkout.

2. Custom and Personalized Products

Custom-made, personalized, or made-to-order items are generally not eligible for return or refund unless they arrive damaged, defective, or materially different from what you ordered.

This includes, but is not limited to:

  • Custom crystal bracelets
  • DIY bracelet designs selected by the customer
  • Bracelets made according to selected wrist size
  • Bracelets made with customer-selected beads, charms, spacers, or jewelry findings
  • Personalized or specially requested designs

This approach is common for customized goods. In the EU, for example, goods made to the customer’s specifications or clearly personalized are generally exempt from the standard withdrawal right. 

3. Eligible Return Situations

We accept return or refund requests only in the following situations:

  • The item arrived damaged.
  • The item has a manufacturing defect.
  • You received the wrong item.
  • The product is materially different from the confirmed order details.
  • A major component is missing from your order.

If any of the above applies, please contact us within 7 days of delivery.

4. Non-Returnable Items

The following items are not eligible for return:

  • Custom-made bracelets without quality issues
  • Personalized designs
  • Items damaged by misuse, improper care, impact, water exposure, chemicals, or excessive force
  • Items that have been worn, altered, repaired, or modified after delivery
  • Items returned without prior approval
  • Gift cards
  • Final sale items, if clearly marked as final sale

Natural crystals may have slight variations in color, texture, inclusions, transparency, and pattern. These natural differences are not considered defects.

5. How to Request a Return or Refund

To request help with an order, please email us at:

Email: support@string-soul.com

Please include:

  • Your order number
  • Your full name
  • A clear description of the issue
  • Photos or videos showing the problem
  • Photos of the packaging, if the item arrived damaged

We may ask for additional photos or information before approving a return, replacement, or refund.

6. Return Approval

Please do not send items back without contacting us first.

If your return request is approved, we will provide return instructions. Items sent back without prior approval may not be accepted.

Returned items must be:

  • In their original condition
  • Unworn and unused
  • In the original packaging, where possible
  • Returned with all included components

7. Return Shipping Costs

If the return is due to our error, such as a wrong item, missing item, or confirmed defect, we will cover or reimburse reasonable return shipping costs.

If a return is approved as an exception for another reason, the customer may be responsible for return shipping costs.

Original shipping fees are non-refundable unless the return is caused by our error.

8. Refunds

Once we receive and inspect the returned item, we will notify you whether the refund is approved.

If approved, the refund will be issued to your original payment method.

Please note that your bank, credit card provider, or payment processor may take additional time to process and post the refund.

9. Replacements

In some cases, we may offer a replacement instead of a refund, especially when:

  • The item arrived damaged
  • A component was missing
  • The wrong item was sent
  • A repair or remake is more appropriate

Replacement decisions are made based on the issue, product condition, and available materials.

10. Damaged or Lost Packages

If your package arrives damaged, please contact us within 7 days of delivery with photos of the item and packaging.

If your package is marked as delivered but you cannot locate it, please contact the carrier first and then contact us. We will do our best to assist, but we are not responsible for packages that are confirmed delivered to the address provided at checkout.

11. Incorrect Shipping Information

Customers are responsible for providing a complete and accurate shipping address.

If an order is returned to us due to an incorrect or incomplete address, we may charge a reshipping fee.

If the package is lost due to an incorrect address provided by the customer, we may not be able to issue a refund.

12. Production and Shipping Delays

If we are unable to ship your order within the stated processing time, we will contact you with an update. If we cannot fulfill your order, we will cancel the order and issue a full refund. The FTC’s mail, internet, and telephone order rule also emphasizes that sellers must either ship within the promised time or notify customers and provide cancellation/refund options when delays occur. 

13. Contact Us

For return, refund, or order questions, please contact us:

STRING & SOUL
Email: support@string-soul.com