Terms and Conditions

REFUND AND RETURN POLICY

Every piece at Intambo is handmade with care, often using natural materials and one-of-a-kind components. Because of this, our return and refund policy is a little different from a standard retail shop. Please read the following carefully before placing your order.

Our approach to returns

Each piece in our shop is handmade and unique. Even when an item is in stock, no two pieces are exactly alike, and many include rare or limited natural materials that cannot be replaced.

Because of this, we kindly ask you to consider your purchase carefully before placing your order. If you do need to return or exchange a piece, please read the following sections to see what applies to your situation.

Earrings

For hygiene reasons, earrings cannot be returned, exchanged, or refunded under any circumstances.

Custom orders

Items ordered through our Custom Wishes service are made specifically for you, based on your personal specifications. These pieces are non-refundable, non-returnable, and non-exchangeable, except in the case of damage on arrival as described below.

Damage on arrival

If your piece arrives damaged due to a construction issue or transit damage, please contact us within 5 days of receiving your order at intambojewelry@gmail.com with the following:

  • A clear description of the damage
  • Photographs of the damaged item
  • Photographs of the packaging (if transit damage is suspected)
  • Your order number

Once we receive your message, we will review the case and respond within 5 business days. Depending on the situation, we may offer:

  • A repair (if the piece can be restored)
  • A replacement (if the same or a similar piece is available)
  • A refund of the item value (shipping costs are non-refundable)

Returns and exchanges for non-custom items

For standard (non-custom, non-earring) pieces purchased through our webshop, we offer the following:

  • Exchanges: If you would like to exchange your piece for another item of equal value (or pay the difference for a higher-value piece), please contact us at intambojewelry@gmail.com within 14 days of receiving your order. Exchanges are our preferred solution and we are happy to help you find a piece that feels right for you. The cost of return shipping is the responsibility of the buyer, and the item must be returned in its original, unused condition with any packaging or pouches.

EU consumer rights

Customers within the European Union have the right to withdraw from a purchase within 14 days of receiving the order, as set out in EU consumer protection law (Directive 2011/83/EU).

If you are an EU customer and wish to exercise this right on an eligible item, please contact us at intambojewelry@gmail.com within 14 days of receiving your order. The item must be returned in its original, unused condition with any packaging or pouches. The cost of return shipping is the responsibility of the buyer.

Please note that the right of withdrawal does not apply to:

  • Custom-made or personalized pieces, including any item commissioned through our Custom Wishes service
  • Earrings, for hygiene reasons
  • Items that have been worn, altered, or damaged after delivery

While we will always honor your statutory rights, we kindly encourage you to consider an exchange first. Each piece in our shop is one of a kind and finding the right home for it matters to us.

Lost or stolen packages

Refunds are not issued for packages marked as delivered by the tracking number. If your tracking shows the parcel as delivered but you have not received it, please contact your local postal service or courier first, then reach out to us so we can help investigate.

Refund process

Approved refunds are issued to the original payment method used at checkout within 5 business days of our approval. Please note that it may take additional time for the refund to appear on your statement, depending on your bank or payment provider.

Non-EU customers

For customers outside the European Union (including the USA), the same policies above apply, with the exception that the 14-day right of withdrawal is a voluntary courtesy on our part rather than a legal requirement. We are happy to discuss your situation on a case-by-case basis.

Contact

For any questions about returns, refunds, or damaged orders, please reach out to us at intambojewelry@gmail.com.
We genuinely care about your experience and will do our best to find a fair solution.