Refund policy

We want you to love your Cayumi piece. If something isn't right, here is how returns, refunds and cancellations work.

Cancellations
Because every piece is made to order, you can cancel your order as long as we haven't started preparing it. Write to us at info@cayumi.com with your order number as soon as possible. If your order hasn't been prepared yet, we'll cancel it and refund you in full. Once it has been prepared or shipped, it can no longer be cancelled, but you can still return it under the conditions below.

Your right to return
You have 14 calendar days from the day you receive your order to tell us you'd like to return it, without needing to give a reason. To do so, email us at info@cayumi.com with your order number, or use the form at the end of this page. You then have 14 more days to send the piece back to us.

Pieces that can't be returned
Some pieces can't be returned for a change of mind:
Birthstone necklaces and bracelets, because they are assembled with the charms you choose.
Create your Own pieces, because they are made to your specifications.
Earrings, for hygiene reasons.
These pieces can of course still be returned if they arrive damaged, faulty or incorrect.

How to send your return
Once we've confirmed your return, please send the piece to:
Cayumi
Calle Alzola 16
28041 Madrid
Spain
Return shipping costs are paid by the customer. We recommend using a tracked service and keeping your proof of shipping until we confirm we've received the parcel. Pieces should be returned unworn, in the condition you received them and in their original packaging.

Refunds
We'll refund you once we've received your returned piece and checked its condition. The refund goes back to the payment method you used at checkout. Your bank may need a few extra days to show it in your account.
If you return your whole order, we'll also refund the original shipping cost, up to the price of our standard shipping. If you return only part of your order, we'll refund the pieces you send back.
Pieces must come back unworn and undamaged. If a piece comes back worn, damaged or incomplete, we may reduce the refund to reflect its loss in value, up to its full price if it can no longer be sold.

Exchanges
We don't offer direct exchanges. If you'd like a different piece or size, simply return your order under the conditions above and place a new order on our website.

Damaged, faulty or incorrect pieces
We check every piece carefully before it leaves our workshop. If yours arrives damaged, faulty or not what you ordered, write to us at info@cayumi.com as soon as possible with your order number and a few photos. We'll cover the return shipping and offer a repair, a replacement or a refund. This doesn't affect your legal rights under consumer law, including the legal guarantee of conformity.

Late or missing refunds
If you haven't received your refund within the expected time, please check with your bank first, as some payments take a few days to appear. If it still hasn't arrived, write to us at info@cayumi.com and we'll look into it.

Return form
You can simply email us, but if you prefer, you can copy and fill in this form and send it to info@cayumi.com.

To: info@cayumi.com
I hereby give notice that I withdraw from my purchase of the following piece(s):
Order number:
Ordered on:
Received on:
Name:
Address:
Date: