REPAIR & RETURN

OUR JEWELLERY IS GREAT QUALITY - BUT IS DELICATE AND FRAGILE

All of our pieces are made in high quality materials. Please follow our Care Guide for long lasting jewellery.

If your jewellery breaks due to a production error*, you have the right to claim compensation within 2 years from the date you purchased your products. This will, however, only apply if you are able to provide valid proof of the date of purchase. If so, you will receive a new piece or have it repaired by us free of charge. Please contact us on hi@prawnfamily.com stating your order number, description and photo of the damage.

* Production errors don't include: chipped, cracked or broken pearls, shells gemstones or painted characters/ personalisations; general wear and tear including items that have been bent out of shape, twisted and snapped, oxidized or on which the plating is fading.  

We reserve the right to decline unreasonable repairs, returns and exchanges. If the items have clearly been worn and damaged either deliberately or by accident, they are not considered faulty and will not be accepted. Instead, you should bring your pieces to your local goldsmith for repair.

If you have questions concerning repairs, please reach out to hi@prawnfamily.com and we will do our best to help you.

 

14 DAYS RETURN 

We offer 14 days return from the date you receive it. To initiate your return, please send an email with your order number to hi@prawnfamily.com to begin the return process. The returned item(s) must be in unused, perfect condition and in the original packaging*. The item(s) must be returned within 14 days of contacting us.

 

MADE-TO-ORDER

All of our jewellery is made-to-order and highly personalised pieces can't be returned. This include pieces ordered with personalised painted characters. Still, your purchase is inseparable from our regular product guarantee, and you are always welcome to get in contact by writing to us on hi@prawnfamily.com regarding quality issues - as always, we will do our best to help you out.

 

*PACKAGING & SHIPPING

If you are returning a piece for refund or repair, the piece must be returned in the original packaging to prevent damage whilst in the post. Items that are incorrectly packaged and subsequently crushed in postage can't be replaced. 

Since we are a tiny company, customers will have to cover the responsibility and shipping costs for returns. Please arrange for an insured, traceable shipping option, and provide the tracking number when it is available. The item(s) must be returned directly to our address and not a parcel shop. We will process the refund for returned item(s) when delivered to the below address in the expected condition.

 

PRAWN
Sophus Falcks Alle 12
2791 Dragør
Denmark

 

Our return policy does not affect your statutory rights.

To prevent fraud, we are only able to refund the amount to the credit card or PayPal account used for placing the order.

We are entitled to retain the refund until we have received the items or proof of return of the items.

We are not able to refund customs and VAT for orders sent to destinations outside the EU. This also applies to deliveries that are refused by the customer or where the customer was not home to receive the delivery.

On returns, all sales taxes will be refunded to customers within the EU. We will not be able to cover the shipping cost on deliveries that are refused by the customer or where the customer was not home to receive the delivery.