Dear Shimmer Grace Member,

We hope you are satisfied with the products you have purchased from We sincerely apologize if you have experienced any errors with your new jewellery.

Our customer service team will be happy to assist you. Please contact us before sending your item to us. So our team can assist you with the next steps faster. We will assist you with the timeframes for refund or item exchange.

If there is any problem with the product you purchased, you must notify us “within one day” after receiving the cargo. Initiate a Return/Exchange request by emailing us at Please include product images in your email so we can evaluate and approve your Return/Exchange request.

Except for the personalized designs you purchased from our company, a one-time exchange is made. We cannot accept returns or exchanges on embroidered, monogrammed or other personalized items as we customize them especially for you.

For hygiene reasons, purchased earrings and piercing jewelry, personal care products, health products, underwear products (tights, panties, undershirts, undershirts, bras, socks, etc.) can only be returned to our website if they are in unopened and fully sealed, tamper-proof packaging. Otherwise, returns and exchanges cannot be accepted due to hygiene reasons.

Please note the following when making returns or exchanges:

The product must be unused.

The product must be delivered in one piece without any damage.

You must send the product with all its accessories.

Your right to change is for 1 time only.

When sending exchanges and returns, you must specify the recipient information you used when ordering.

The products to be returned or exchanged must be delivered complete and undamaged, together with the box, invoice, warranty certificate, packaging, standard accessories, if any.

Products sent for returns and exchanges are inspected and return is accepted after the product is found to be undamaged, unused and complete.

Returns are not accepted if the product has been used, the accessories and auxiliary products included in the scope of delivery, and the packaging is not available.

If the product to be exchanged is out of stock, you will be contacted to determine an alternative product.

You must send it to us, together with the product box and invoice, within five working days from the delivery date. In exchange and return transactions, the return and exchange process starts after reaching our cargo company. Once your return has been received and reviewed, we will send you an email to let you know that we have received your returned item.

After the return is accepted, the refund payments are made within 1 week. The reflection time of the refunds made to the credit card to your account is at the initiative of your bank and may take 1-3 weeks.

If you haven’t received a refund yet, double-check your bank account first. Then contact your credit card company, it may take some time for your refund to be officially published. Then contact your bank. There is usually some processing time before the refund is sent. If you have done all this and still haven’t received your refund, please contact us at

Returns and exchanges must be sent to agreed delivery points. Two points have been determined, namely the American and International points of agreement. Please contact us for agreed points.

For returns and exchanges, customers are responsible for shipping charges. Shipping costs are not refundable. If you receive a refund, the shipping cost will be deducted from your refund.

Depending on where you live, the time it takes for your replacement product to reach us may vary.

If you are returning more expensive items, you may want to consider using a trackable shipping service or purchasing shipping insurance.