Returns Policy

We make every effort to check all items before dispatch; however, our suppliers carry out most of the quality control. Due to the nature of the products we sell, some items may become damaged or defective during transit. If an item is delivered to the buyer damaged or faulty, AW Artisan S.L. will do its utmost to resolve the matter promptly and in accordance with the terms and conditions described on this page.

Please note that AW Artisan S.L. does not offer monetary or non-monetary compensation (i.e. in the form of goods or services) for potential loss of sales due to damaged, defective, missing or incorrect items delivered, or delays in delivery.

For health and safety reasons, we do not accept returns of earrings unless they are unopened, in their original packaging, and have never been used.

1. Damaged / Faulty Items on Delivery

Please report any damages, missing items or faulty goods within 7 working days of receiving your order. If an item arrives damaged, please contact us by phone, email or live chat to report the issue. Kindly provide your invoice number and the code of the damaged item.

Due to the handcrafted nature of our products, each piece is unique and may vary slightly in size, weight, colour or finish compared to the images or descriptions provided. These variations are natural characteristics of the artisanal production process and form part of the charm and individuality of each item. For this reason, we cannot accept returns or issue credits for such specific variations. We guarantee that all our products are made to the highest quality standards, while respecting and celebrating the small differences that make each piece special.

In most cases:

- We will ask you to send a photo of the item by email, including the item code and invoice number.

- We usually do not require items to be returned. A credit will be applied to your account for the value of the damaged goods.

Occasionally, we may ask for items to be returned. In such cases, we will provide you with a Returns Form to complete, along with further instructions on how to send the items back — this will depend on the value and size of the return.

Please note: A credit note will be issued rather than a refund or replacement for damaged or faulty items. As a general rule, we do not issue account refunds.

2. Missing Items in Your Order

If an item is missing from your order and it is not marked as ‘out of stock’ on your invoice, please contact us by phone, email or live chat, quoting your invoice number and the item code. Missing items must be reported within 3 working days from the delivery date of your order. A credit will be applied to your account for the value of the missing goods.

Please note: A credit note will be issued rather than a refund or replacement for missing items. As a general rule, we do not issue account refunds.

3. Incorrect Items Sent by AW Artisan

If you have received any items that you did not order, please notify us as soon as possible. In most cases, we will be able to arrange collection of the items. If AW Artisan has charged you for the incorrectly sent products, we will process a refund for those items.

4. Items Ordered in Error by the Buyer

If you have ordered the wrong items or too many items, please contact us within 3 working days of your order delivery date to report this. Always include your invoice number, the item code, and the quantity of items you wish to return.

Once reported, we will send you a Returns Form to complete and include with the returned goods. Please note that shipping costs for returning incorrectly ordered items cannot be refunded.

If the return is large, we can arrange a collection service for a fee (depending on the zone). 

Upon receipt and inspection of the returned products, a credit will be issued to your AW Artisan account. The original delivery cost will be deducted from the credited amount.

5. Change of Mind

If for any reason the buyer changes their mind upon receipt of the goods they may return part or the entirety of their order. 

Please inform Ancient Wisdom in writing of the intent to return the goods within 7 calendar days from receipt of the order.  The goods need to be then returned within 14 calendar days from the receipt of the goods following the below terms of return:

a) Once reported, please await contact from us - we will authorise the return and issue a returns form to be included in the parcel.

b) Please return the goods using a tracked/ signed for postal service of your choice and provide us with the relevant tracking information upon dispatch. 

c) If you require us to book a collection - the cost of this and any re-booking costs will be deducted from the final refund/ credit for the returned goods. 

d) The goods must be returned to us undamaged and unopened. Should any part of the return arrive not fit for sale this will not be credited or refunded.

Once the return is processed by us, we will issue a credit or a refund to your account or the original method of payment.