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?

  • All made-to-order jewellery

  • Items that have been modified for your order

  • Items that have been engraved

  • Items that have been resized

  • Items that have previously been exchanged

  • 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.