Refund Policy

At Hikage Jewelry (www.hikage.co.jp), we take immense pride in our handcrafted jewelry and want you to be completely satisfied with your purchase. Please review our refund and return terms below.

1. 30-Day Return Window

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return:

  • The item must be in the same condition that you received it: unworn, unaltered, and undamaged.

  • The item must have all original security tags attached and remain in its original jewelry box and presentation packaging.

  • You must provide the original receipt, invoice, or valid proof of purchase.

2. European Union 14-Day Cooling-Off Period

Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receipt for any reason and without justification. The item must still meet all eligibility criteria (unworn, original condition, tags attached, and in original packaging with proof of purchase).

3. Non-Returnable & Final Sale Items

Due to the personalized and bespoke nature of fine jewelry, certain items cannot be returned or refunded:

  • Custom & Personalized Creations: Bespoke designs, engraved items, made-to-order special sizes, and custom gemstone settings.

  • Sale Items & Gift Cards: Items purchased during promotional clearance or archive sales, as well as electronic or physical gift cards.

  • Altered Jewelry: Any piece modified, resized, or repaired by an unauthorized third-party jeweler.

4. How to Initiate a Return

To start a return, please follow these steps:

  1. Submit a Request: Email our customer support team at hikage.jp.store@gmail.com  with your order number, reason for return, and clear photographs of the piece and packaging.

  2. Receive Authorization: If your return is accepted, our team will provide you with return shipping instructions and the authorized return address.

  3. Dispatch Package: Pack the item securely in its original packaging. Items sent back to us without prior return authorization will not be accepted.

Authorized Return & Atelier Address:

Hikage Jewelry Returns

Email: hikage.jp.store@gmail.com
Tel / WhatsApp: +1 (415) 861-9381

Mailing & Returns Address: 11161 E State Rd 70 PMB 2001, Ste 110
Lakewood Ranch, FL 34202, United States

Note: Unless the return is due to a defect or our fulfillment error, return shipping costs and associated customs duties/taxes are the responsibility of the customer.

5. Damages, Defects & Order Issues

Please inspect your package immediately upon delivery. If your item arrives defective, damaged, or you receive the incorrect product:

  • Contact us at info@hikage.co.jp within 48 hours of delivery.

  • Include clear photos showing the damaged product, packaging materials, and shipping label.

  • We will evaluate the issue immediately to arrange a complimentary repair, replacement, or full refund.

6. Exchanges & Resizing

The most efficient way to exchange an item is to return the current piece following our standard return procedure. Once your return is received and accepted, you can make a separate purchase for the new design.

For ring resizing inquiries, please contact our Atelier team at info@hikage.co.jp before requesting a return, as most standard bands can be resized under our workshop service.

7. Refunds & Processing Timeline

  1. Inspection: Once your return is received at our Tokyo Atelier, our jewelers will inspect the condition of the piece within 2 to 3 business days.

  2. Approval & Payout: If approved, your refund will be automatically processed back to your original payment method within 10 business days.

  3. Bank Processing: Please note that banking institutions and credit card companies may require additional time (typically 3 to 5 business days) to post the credit to your statement.

If more than 15 business days have passed since your return was officially approved and you have not received your funds, please contact us at info@hikage.co.jp.

8. Contact Us

For any questions regarding refunds, returns, or warranty care:

  • Email: hikage.jp.store@gmail.com

  • Tel / WhatsApp: +1 (415) 861-9381

  • Operating Hours: Monday – Friday: 10:00 – 18:00 (JST)

  • Mailing & Returns Address: 11161 E State Rd 70 PMB 2001, Ste 110
    Lakewood Ranch, FL 34202, United States