Returns & Exchanges

Returns & Exchanges

  • Exchanges are available if there is a defect in the product. 

  • To be eligible for an exchange or return, please email within 14 days of receiving your order. Items returned after 14 days will not be processed.

  • To be eligible for a return, your item must be unused and in its original packaging.

  • We reserve the right to refuse any exchange if we believe the items are intentionally damaged or misused. 

  • This doesn't affect your statutory rights.
  • Return your package via the carrier of your choice, with return signature required.
  • For your protection, you must insure the package for the value of the item enclosed. 

Are there any products that can’t be returned?


  • Items that have been modified for your order
  • Items that have been engraved
  • Items that have been resized
  • Items that have previously been exchanged
  • All custom designed/bespoke jewellery.
  • Deposits for custom made jewellery if the production has began or if Hugo & Haan has purchased stones or any other material for the completion of that order.


  • Once your return is received and inspected, we will send you a confirmation e-mail to notify you that we have received your returned item.
  • We will also notify you of the approval or rejection of your refund. Hugo & Haan has the right to approve or reject every return due to the individual nature of each item. If you are approved, a credit will automatically be applied to your original method of payment within 7 business days.
  • In the event that an item is not returned in its original condition, is damaged or missing parts for reasons not due to our error, a partial refund will be issued. 
  • Please not that Hugo & Haan doesn't offer a refund for any brokerage fees, import and customs duties, Value Added Taxes (“VAT”), tariffs, and any other associated fees that have incured during shipping.