Returns & Exchanges

At KOENUR, we want you to love every piece you shop for. Please read our policy below before placing your order.

* Return requests must be raised within 7 calendar days of delivery.

* Products must be unused, unworn, with all original tags attached and returned in their original box and packaging.

* Items showing signs of wear, damage or alteration will not be accepted for change-of-mind returns.

* Sale and discounted products cannot be returned or exchanged, subject to remedies required by applicable law.

All returns are subject to inspection and approval by our team.

For eligible change-of-mind returns, we offer store credit to your KOENUR wallet instead of a refund to your original payment method, except where a refund is required by law.

* Store credit equals the approved return value, less the actual return shipping charge.

* Credit is valid for 3 months from the date of issue.

* You can use your wallet balance in full or partially across multiple purchases until it is exhausted or expires.

* Store credit cannot be exchanged for cash or transferred to another customer, except where required by law.

KOENUR will arrange a pickup for approved returns, subject to service availability. The actual return shipping charge will be deducted from the approved return value, and the remaining amount will be credited to your KOENUR wallet after the returned product has been received and inspected.

Contact our Customer Care team within 7 calendar days of delivery with your order number, the item you wish to return and the reason for the return. Please wait for our instructions before handing over the product.

Received a damaged, defective or incorrect product? Please email support@koenur.com as soon as possible, preferably within 24 hours of delivery, with your order details and photographs. We will review the issue and provide an appropriate resolution in accordance with applicable law.

Orders are generally dispatched within 2–3 working days. Delivery timelines may vary by location and courier partner. Tracking details will be shared after dispatch, where available.

Orders may be cancelled before dispatch by contacting Customer Care. Once dispatched, cancellation may not be possible. Customised or personalised orders may not be cancellable once preparation has begun.

To maintain your jewellery’s finish:

* Avoid water, perfume, lotions, sweat and harsh chemicals.

* Remove jewellery before bathing, swimming, sleeping or exercising.

* Store in a cool, dry place, preferably in its original pouch or box.

* Wipe gently with a soft, dry cloth.

Please check individual product descriptions for material-specific care instructions.

This policy is subject to applicable law and does not limit any consumer rights or remedies available under it.