Refund policy

Returns and Exchanges

All KUUKAN jewelry is made-to-order, meticulously handcrafted one by one upon receiving your order. Due to the nature of these custom-made products, we do not accept returns, exchanges, or cancellations for customer convenience as a general rule. We kindly ask you to carefully review and confirm all details of your order before completing your purchase.

Defective or Damaged Items upon Delivery

In the unlikely event that you receive a product with an initial defect or damage incurred during shipping, or if you receive an item different from what you ordered, please contact us by email (shop@kuukanstudio.com) within 7 days of the product's arrival.

To help us assist you as smoothly as possible, please include the following information in your email:

  • Order Number

  • Your Name

  • Photos showing the issue or damage

  • Detailed description of the product's condition

Upon reviewing the details, we will promptly arrange for repair or exchange of the product. KUUKAN will cover all shipping costs incurred for the return of defective or incorrect items.

Refunds

Once we receive the returned product and confirm it is unused and in its original, delivered condition, we will process your refund through your original method of payment. Please note that the time required for the refund to reflect in your account may vary depending on the policies of your financial institution or credit card provider.

Non-Returnable Cases

Please note that we cannot accept returns or exchanges under any circumstances in the following cases:

  • Items that have been in your possession for 8 days or more after delivery.

  • Items that have been damaged, soiled, or altered due to the customer's handling or responsibility.

  • Items that show any signs of wear or have been used even once.

  • Returns based on customer preference (e.g., "does not match expectation," "incorrect size," etc.).

About Customers in the EU

We generally do not accept returns or exchanges due to a change of mind, personal preference, or incorrect size. However, consumers in the European Union generally have a legal right to withdraw from an online purchase within 14 days of receiving the product, subject to applicable legal exceptions.

To exercise this right, please contact us within 14 days of receiving the product and clearly state your decision to withdraw from the purchase. We will provide instructions for returning the product.

Unless otherwise required by applicable law, customers are responsible for the direct cost of returning the product. For defective or incorrect products, KUUKAN will cover the return shipping costs.

Refunds will be processed in accordance with applicable law. Where permitted by law, we may withhold the refund until we receive the returned product or proof that it has been shipped. Certain products may be excluded from the right of withdrawal where permitted by applicable law.