Return policy

Returning an order

Each PROMETTO  order comes with a 30-day reflection period. How to return or exchange your items? Just follow the steps below!

1. Register the item(s) you wish to return (or exchange) by going to our return portal.

Here, enter your order number or email address. Select the item(s) you wish to return or exchange and the most relevant reason. If you’re returning, select your preferred return method and pay for the return label.

Do you want to exchange your jewelry? Then select your chosen jewelry and size. Please note that exchanges are only possible for rings and bracelets available in multiple sizes.

2. Place the jewellery you wish to return or exchange in its original packaging together with the original returns form that was included with your order. Please make sure the items are unworn, with their product tag still attached, and in their original packaging.

3. Hand in your return or exchange shipment to your chosen drop-off point.

4. Once the item you wish to return or exchange reaches our warehouse, it’ll take approximately 14 days to be processed. You will be informed by email as soon as your request has been successfully processed.

Make sure you keep hold of your return or exchange confirmation until your request has been successfully processed and you have received your reimbursement or exchange. For returns, you will be reimbursed the return purchase amount via your original payment method.

How quickly will I receive a refund after I return my order?

Once we have received your return, we will email you an acknowledgement of receipt.
We will refund the full amount of your return as soon as possible, but no later than 14 days after we receive your cancellation notice.
The refund will be made using the same payment method you used to make the purchase.

How do I return orders shipped from outside Europe (US and UK)?

When returning an order that was shipped from outside Europe, such as from the United States or the United Kingdom, it’s essential to include a customs invoice. 

Make sure to fill out the customs invoice completely and include it with your return package.

Without this invoice, your return may be rejected by customs and sent back to you.

What happens if I forget the customs invoice?

If the customs invoice is missing, your return could be stuck at customs and sent back to your address, causing significant delays in processing your refund or exchange. Always double-check that all required documents are included to avoid any issues.

Why is the customs invoice important?
The customs invoice ensures that customs authorities have the necessary details to process your return properly. This includes information about the contents, value, and origin of the items, which helps avoid delays or extra charges.

Terms & conditions for returning products

What are the return terms and conditions?
Products ordered the PROMETTO webstore can be returned within 30 days, with the exception of (digital) gift cards after they were received. The product must be returned in its original state (unworn and with the product label still attached), in the original packaging.

If the product is damaged, you may find an answer to your question under the service page "Warranty & repairs".

Returning products are at the risk of the buyer, which means that PROMETTO  cannot be held responsible for damaged or lost products that are returned. We therefore recommend that you always ask for a proof of shipment with a Track & Trace code when you hand in your return shipment at the concerning post office. Please keep this proof of shipment until you have received an e-mail from PROMETTO , which states that we have received your return in good order or that we have refunded the amount of your return (by sending an e-mail confirming the refund).

Return terms and conditions
Any orders placed on the PROMETTO webstore are subject to a 30-day trial period from the time the order is delivered with the exception of (digital) gift cards. If you would like to return the product to PROMETTO within this trial period, the product must be returned in its original state (unworn and with the product label still attached), in the original packaging (if possible). In order to process your return quickly and correctly, we would like to ask you to enclose the details of your order so that we have them at hand when we receive your return.

You are only liable for the reduction in value of the products resulting from the use of the products beyond what is necessary to establish the nature, characteristics and functioning of the products.

Still have questions? Please contact our Customer Care Specialists. 
They will be happy to help you!

Phone: +370 (0)6-1852595 or send an e-mail to: hi@promettojewelry.com