Refund policy

Return & Exchange Policy

At CUSTOMLY, customer satisfaction is our priority. If you are not completely satisfied with your purchase, you may request an exchange within 3 days of receiving your order, subject to the following terms and conditions.

Exchange Eligibility

  • Products must be purchased directly from the CUSTOMLY website or official sales channels.

  • Exchange requests must be made within 3 days of receiving your parcel.

  • Items must be unused, unworn, undamaged, and returned with their original packaging and tags.

  • Proof of purchase (order number or confirmation email) is required for all exchange requests.

Customized Jewellery

As we specialize in personalized and custom-made jewellery, products made with custom names, initials, or customer-provided design references cannot be returned or exchanged, unless the item has a manufacturing defect or the wrong product was delivered.

Exchange Process

To request an exchange, please contact our customer support team with your order details:

Email: order@thecustomlyhub.com
Phone: 0325 3634520

Our team will guide you through the exchange process and provide return instructions if your request is approved.

Exchange Options

  • Exchange for another product (customers will pay any price difference if the new item costs more).

  • Exchange for a product of equal value (subject to availability).

Shipping Charges

  • If the exchange is due to our mistake or a manufacturing defect, CUSTOMLY will cover the return shipping charges.

  • For exchanges requested due to personal preference, customers are responsible for the return shipping costs.

Non-Exchangeable Items

For hygiene and customization reasons, the following items are not eligible for exchange unless they have a manufacturing defect:

  • Personalized or custom-made jewellery

  • Earrings

  • Items showing signs of use or damage caused after delivery

Final Decision

CUSTOMLY reserves the right to approve or reject any exchange request after inspecting the returned item. All decisions made by our quality assurance team will be final.

If you have any questions, feel free to contact us. We're always happy to help.

Email: order@thecustomlyhub.com
Phone: 0325 3634520