Returns and exchanges
For eligible purchases from our website or GYPPHY stores, please contact us and complete the return shipment within 7 days of receiving your order. Include all accessories and the delivery note. We will inspect the returned item before processing a refund.
Items that cannot be returned or exchanged
- Items that have been worn or used.
- Items that have already been resized or exchanged.
- Items damaged or scratched after delivery.
- Items with missing, discarded or damaged accessories, including the guarantee card, jewellery case or delivery note.
- Semi-custom items, including custom designs or ring sizes, and engraved items.
- Items returned after the 7-day period following receipt.
- Requests made by someone other than the purchaser. Gift recipients may request a return or exchange by providing the purchaser’s name.
- Purchases made using a coupon, except the LINE friend-registration promotion.
- Items purchased from other sellers, including resale platforms.
- Purchases made at pop-up stores in department stores or similar venues, or at select shops.
- Collaboration items and limited-edition items.
Items marked as non-returnable in their product description cannot be returned. The following categories are generally made to order and cannot be returned: bridal rings; platinum or pink gold (10K/18K) items; rings with an additional charge for a larger size; items priced over JPY 200,000; and items featuring moissanite of 1.5 ct or more. For these categories, in-stock items may be returned, but made-to-order items cannot.
Unless the return is due to an error on our part, return shipping and any applicable refund transfer fees are the customer’s responsibility. Once an order has been confirmed, it cannot be cancelled, even before dispatch.
How to return an item
- Contact us using the contact form or LINE, providing the purchaser’s name and telephone number. If you purchased in store or at a pop-up, include the Order #, Product # and Shipping Date shown on the back of your guarantee card.
- After reviewing your request, we will provide the return address and instructions. Send the item with all accessories and the delivery note within the return period. Return shipping is at your expense unless the return is due to an error on our part.
- We will inspect the returned item and process an eligible refund. For card payments, we submit the refund to the card provider once the item has passed inspection. The time it takes to appear on your account depends on your card provider.
