Refund policy

Returns & Exchanges Policy

1. Return Policy Overview

  • Eligibility: We offer 30-day returns for all global customers, including those in the US, Canada, UK, Australia, and Germany, starting from the day the shipment is delivered or picked up in-store.

  • Condition Requirements:

    • Items must be in their original condition without signs of wear or damage.

    • Items returned by mail must be in all original packaging, including tags, boxes, and pouches.

    • Lab-grown diamond pieces must include the original certificate.

    • Items sold as a set must be returned as a complete set; individual pieces cannot be returned for refund, store credit, or size exchange.

  • Regional Requirement: Orders must be returned in the same country in which they were originally purchased.

  • Non-Returnable Items: Engraved and monogrammed products, earrings used during a piercing appointment, gift cards, and items marked as "Final Sale" are non-returnable.

2. How to Return

  • Return Locations: Customers located in the United States must return items to our local US warehouse. Customers in all other countries are required to return items to our designated warehouse in Hong Kong.

  • How to Initiate:

    • If you have an account, log in, select "My Orders," and click "Return Items" to download your shipping label.

    • If you do not have an account, please email our support team(info@karathea.com) with your order number and the details of the item(s) you wish to return to initiate your request.

  • Gift Returns: We offer store credit for gift returns in eligible regions (US, UK, Australia, and Canada). An order number is required.

  • In-Store Returns: Please bring your order confirmation email, order card, or gift receipt.

3. Shipping Fees & Logistics

  • Free Returns: We offer free return shipping exclusively for customers in the United States.

  • Return Fees: For other regions, return shipping fees are non-refundable and may be deducted from your refund where applicable.

  • Carrier Disruptions: Due to potential strikes or service disruptions from major carriers (such as DHL, FedEx, etc.), there may be delays in receiving and processing your return. Please rest assured that your return will be processed based on the date it was originally dropped off.

4. Processing Time

  • Online Returns: Processed within 7 business days from the time we receive the package at our warehouse. You will receive an email confirmation.

  • In-Store Returns: Processed the same day, though funds may take 5–10 business days to appear on your end.

If you have any questions, please feel free to reach out to our support team!