Terms, Conditions & Brand Policies

Shipping & Returns
All Seraya items are shipped from Bali, Indonesia. If you require express shipping or have any additional shipping requests, please contact us directly before ordering so we can advise on pricing. During the international customs process, duty fees could potentially be charged on your items. Seraya is not responsible for any additional duties or fees. We do not accept returns on products if you decide not to pay the fees and taxes upon item arrival. Please contact your local customs office for more information about taxes and duties in your country. We will discuss large, custom items with you directly so you understand the process and costs involved before purchase.

Refunds & Exchanges
Unless the goods are damaged, defective, or not as specified in your order, we do not accept refunds. We accept exchanges for an online credit on pieces within 10 days of the item being delivered to you. Please contact us directly at [your email] if you want to exchange for a new size or store credit, and we will provide you with a return address. Customers are responsible for shipping/handling charges to return the item(s) to us. We recommend using a reliable tracked service as Seraya is not liable for any lost packages and takes no responsibility in tracking your return. Your store credit will be issued in the form of a coupon code, which you can apply at checkout to purchase an alternative item via our online store. All items sent back must be in their original condition with original packaging, where necessary, and all tags attached. Please note that we do NOT accept returns, refunds, or exchanges on any items purchased on a sample or sold as a sample or custom piece.

Faulty Items
We take great pride in ensuring all Seraya items are perfect when they arrive at your door. Designs are made by hand, meaning sometimes there are slight variations in each product. As these items are made by real people, not machines, sometimes mistakes are made. If you have any issues with an item received, we would love to hear from you and are happy to make it right. If you receive an item that is not in perfect condition, we sincerely apologise for this! As soon as your order arrives, please email us with information and an image of the issue along with your order number to [your email]. We have a four-week faulty claims period where we can repair, replace, or refund the item for you. If there is an issue with your item and we are unable to replace or repair it, you will be credited the purchase price for the item, including postage. However, any import duty, customs fees, and levies are not refundable.

Product Care
For all jewellery pieces, we recommend handling with care to ensure they maintain their shape and shine. Store your jewellery in a cool, dry place and avoid exposure to harsh chemicals or prolonged sunlight. This ensures the longevity of your items and helps preserve their beauty.