Return & warranty
Care for the piece, care for the journey.
If something is not right, contact us before sending anything back. We review every request personally and guide you through the safest next step.
Before returning a piece
Contact first.
Send later.
Because many pieces are sized, reserved or prepared with a personal intention, every return must be approved before shipment.
- 01
Write within 30 days
For an eligible non-custom ready piece, send your order details within 30 days after recorded delivery. Report visible transit damage promptly so carrier evidence can be preserved.
- 02
Share clear evidence
For damage or quality concerns, include clear photographs or a short video of the piece and packaging.
- 03
Wait for approval
We review the request and provide the correct return address and packing instructions.
- 04
Return safely
Use the agreed address, packing and tracked service. We confirm a reasonable send-by date based on your location.
01 · Eligibility
Original, unworn and approved.
Non-custom ready pieces may be returned within 30 days after recorded delivery when they remain unworn, unaltered and in their original condition. This policy does not reduce any mandatory consumer rights that apply at your destination.
- Do not wear, resize, repair or alter the piece beyond a reasonable inspection
- Keep the original packaging and included materials
- Contact us before sending so we can provide the correct address
- Any restriction for custom, resized, engraved or personally prepared work is disclosed in writing before payment
02 · Refunds & return shipping
Reviewed after the piece returns.
For a change-of-mind return, the customer normally pays safe, tracked return shipping unless local law requires otherwise. For a confirmed wrong, materially misdescribed, damaged or defective item, Snowland Muse provides or reimburses a reasonable return method. After inspection, an eligible refund is issued to the original payment method within 14 working days.
03 · 30-day warranty
Support for quality-related issues.
During the first 30 days, verified construction issues such as chain breakage, clasp failure or stone detachment receive priority support. Depending on the facts and applicable law, we may provide repair, replacement, refund or another reasonable remedy.
Chain integrityClasp functionStone setting
04 · Warranty exclusions
What the warranty does not cover.
- Accidental damage, impact or improper use
- Normal wear and natural changes over time
- Exposure to chemicals, water or extreme conditions
- Unauthorised repairs, resizing or modification
Need help caring for your piece?
Ask us before cleaning, resizing or repairing it. Natural stones, metals and traditional materials need different care.
Custom does not mean right-free
A disclosed change-of-mind exclusion for personalised work does not remove remedies for a wrong, damaged, defective or materially misdescribed item, or rights that cannot legally be excluded.
Return & warranty support
Let us review it with you.
Include your order reference, delivery date and clear photos. We will reply with the appropriate next step before you ship anything.
Start a support request