Refund policy

Return and Refund Policy

We hope you enjoy your Totemia Jewels purchase. If you are not satisfied with your order, please review the policy below and contact us before returning any item.

Return Window

You may request a return within 14 days after your order is delivered.

To be eligible for a return, the item must be unworn, unused and in its original condition, with all original packaging and accessories included. You will also need to provide your order number or other proof of purchase.

Items returned without contacting us and receiving return instructions in advance will not be accepted.

How to Request a Return

To request a return, email totemiajewels@gmail.com within 14 days after delivery. Please include:

Your order number;
The item you wish to return;
The reason for the return; and
Clear photographs if the item is damaged, defective or incorrect.

If your return is approved, we will provide return instructions. Please do not send your order back before receiving these instructions.

Return Address

Approved returns must be sent to:

Totemia Jewels
Room 605, Building A4-1, Vanke Phase I
Pinghai Town, Huidong County
Huizhou, Guangdong 516300
China

Please use a trackable shipping service and retain your shipping receipt and tracking information until your return has been completed.

Return Shipping Costs

If the item is damaged, defective or incorrect, Totemia Jewels will be responsible for the approved return shipping cost or will provide another appropriate resolution.

For returns due to a change of mind, personal preference, or a size or fit issue, the customer is responsible for the cost of returning the item to China. Original shipping charges are not refundable in these circumstances.

We are not responsible for return parcels that are lost in transit when the return shipping service was arranged by the customer.

Earrings and Hygiene

For hygiene reasons, earrings that have been opened, tried on or worn cannot be returned for a change of mind.

This restriction does not affect your right to contact us if the earrings arrive damaged, defective or incorrect.

Damaged, Defective or Incorrect Items

Please inspect your order after delivery. If an item arrives damaged or defective, or if you receive the wrong item, contact us promptly at totemiajewels@gmail.com with your order number and clear photographs of the item and packaging.

We will review the issue and provide an appropriate solution, which may include a replacement, refund or approved return.

Non-Returnable Items

The following items cannot be returned unless they arrive damaged, defective or incorrect:

Earrings that have been opened, tried on or worn;
Items showing signs of wear, use, damage or alteration after delivery;
Items returned without their original packaging or accessories;
Gift cards; and
Items clearly marked as final sale before purchase.

If you are unsure whether an item is eligible for return, contact us before sending it.

Exchanges

We do not currently offer direct exchanges. If you would like a different item, please request a return for the eligible item and place a new order separately.

Order Cancellations and Address Changes

If you need to cancel an order or change the shipping address, contact us as soon as possible at totemiajewels@gmail.com.

We dispatch orders within 48 hours after payment. We cannot guarantee that an order can be cancelled or changed after it has been processed or dispatched.

Refunds

We will notify you after your returned item has been received and inspected.

If the return is approved, the refund will be issued to your original payment method within 10 business days. Your bank or payment provider may require additional time to process and display the refund.

If more than 15 business days have passed since we approved your refund and you have not received it, contact us at totemiajewels@gmail.com.