Returns & refunds

30-day returns

For standard, non-personalized items, request a return within 30 calendar days of delivery by emailing support@aisroq.com. Include your order reference, the item and the reason for returning it. Items must be unworn, undamaged and in their original packaging, with any included accessories and proof of purchase.

We will send return instructions and the correct return address. Send the item within 14 days after those instructions are provided, using a trackable service and keeping your receipt. Do not send a return to the sender or a supplier address without our instructions.

Return exceptions

Personalized or custom-made items, including approved engraving, name designs and photo jewelry, are not eligible for a change-of-mind return once the agreed custom work has begun. Pierced jewelry is not eligible for a change-of-mind return if its hygiene seal or sealed protective packaging has been opened; if supplied without a seal, it must not have been tried on or worn. We identify any such restriction before purchase.

Damage caused after delivery by misuse, accidental damage, alterations or improper care is not a manufacturing defect. These exceptions do not remove your rights if an item is faulty, incorrect or not as described, or any mandatory cancellation or consumer rights that apply where you live.

Return shipping and fees

For a change-of-mind return, you pay return shipping. Original shipping charges for a correctly fulfilled order are not refundable unless applicable law requires otherwise. We do not charge a restocking fee. If the item is faulty, incorrect or damaged on arrival, contact us first: AISROQ will provide or cover reasonable return shipping when a return is needed.

Faulty, damaged or incorrect items

Email support@aisroq.com promptly with your order reference, a description and photos if possible. Keep the item and packaging. We will assess the issue and arrange a replacement, repair or refund as appropriate, without limiting any remedy required by law. The 30-day change-of-mind window does not cut off rights you have for faulty or misdescribed goods.

Refunds and exchanges

We will inspect a received return and notify you of the outcome within five business days. If a return does not meet the conditions, we will explain why and discuss next steps. Approved refunds are initiated to the original payment method within five business days of approval. Your bank or payment provider may take up to ten additional business days to display the credit. Legally required faster refund deadlines take priority.

We never require you to accept store credit instead of a refund you are entitled to. For an exchange, contact us first so we can confirm availability and any price difference. If an exchange is unavailable, we will process an eligible return and refund instead.

Order cancellations

Contact us immediately to request a cancellation before dispatch. Custom work restrictions must have been agreed before payment. An order already dispatched follows the return process. If AISROQ cannot fulfill an order or you cancel because of a shipment delay as described in our Shipping policy, we refund the unfulfilled order, including its applicable shipping charges, promptly.