All orders are meticulously quality checked by hand and each product code is scanned during packing but if your item has arrived damaged or if we've missed something by mistake, please let us know so we can resolve this for you. Do not open any sealed bags to ensure the contents are exactly as received. In the unlikely event that your item is faulty within 6 months from the delivery date, please contact us so we can assist. Do not return any items without confirmation to do so via email. We can not consider wear and tear as a fault and will not be covered by our 6 month manufacturing guarantee. Please follow our jewellery care guide to ensure you are taking care of your jewellery. Please follow the process below to report a manufacturing fault:  Your order must have been placed and delivered within the last 6 months Contact us via email first to notify us of the fault: customerservice@crystalheavenjewellery.com Include a photograph to show the fault and a written description of the fault If your request is approved, we will arrange for the product to be returned free of charge The item will be inspected to ensure it is a manufacturing fault and not general wear and tear If your item is deemed as a manufacturing fault, we will repair or replace your item. If the item is no longer available for sale, we will issue store credit instead.