Refund policy
Returns, Exchanges & Refund Policy
At Dtales, we want you to be happy with your purchase. Because we handle and prepare our jewelry for each order, we have a limited exchange and refund policy.
Please read the following policy carefully before placing your order.
1. Exchanges Within Jordan
For eligible ready-to-wear items delivered within Jordan, you may exchange items within 24 hours of receiving your order.
If you would like to request an exchange, you must contact us within 24 hours of receiving your order.
The item must be:
* Unworn and unused
* In its original condition
* Free from any damage, scratches, or signs of wear
* Returned with its original packaging and any accompanying items
We reserve the right to refuse an exchange if the item does not meet these conditions, except where required by applicable law.
Customers are encouraged to check their order with the delivery driver upon delivery to make sure the correct item has been received and that there is no visible damage.
2. International Orders
International orders are not eligible for returns or exchanges once the order has been shipped, except where required by applicable law or where the item is confirmed to have a manufacturing defect or was sent incorrectly.
Please make sure you have selected the correct item, size, and other applicable specifications before placing an international order.
3. Custom-Made, Made-to-Order & Fine Jewelry
Custom-made, made-to-order, and fine jewelry pieces are created specifically according to the customer’s requirements and specifications.
These pieces are not eligible for return or exchange, except where required by applicable law or where Dtales confirms that the item has a manufacturing defect or was made incorrectly.
Customers are responsible for reviewing and confirming the design, size, metal, stone, and other specifications before production begins.
Once production has started, major design changes may not be possible. Any changes that can be made may result in additional costs or an extended production time.
Production for custom-made and fine jewelry may take up to 14 working days, excluding shipping time.
4. Order Cancellation
Ready-to-wear orders may be cancelled within 24 hours of placing the order.
After 24 hours, the order is considered confirmed and may be processed for shipment. Once the order has been shipped, it cannot be cancelled.
For custom-made and fine jewelry orders, production may begin after the required deposit or payment has been received. Once production has started, cancellation may not be possible.
5. Damaged, Incorrect or Missing Items
If you receive an item that is damaged, incorrect, or missing, please contact us immediately and within 24–48 hours of receiving your order.
To help us investigate the issue, we require:
* Clear photographs of the item and packaging
* A clear, unedited video showing the item and the condition in which it was received
If we confirm that the item was damaged before or during delivery, the wrong item was sent, or an item was missing from the order, we will provide an appropriate resolution, which may include a replacement or reimbursement for the affected item.
Claims made after the stated reporting period, or without sufficient evidence to verify the issue, may not be eligible for reimbursement, except where required by applicable law.
6. Refunds
Where a refund is approved, it will generally be made using the same payment method used for the original purchase, where possible.
* If you paid by card, the refund will be returned to the applicable card.
* If you paid in cash, the refund will be handled through the applicable cash-refund process.
Card refunds may take additional working days to appear in your account depending on your bank or payment provider.
Any applicable delivery or return-to-sender costs may be deducted from a refund where permitted and applicable.
7. Jewelry Care & Manufacturing Defects
Our jewelry includes silver pieces plated with 18K gold.
Gold plating is a surface treatment and will naturally wear or fade over time depending on how the jewelry is worn and cared for.
Exposure to water, perfume, lotions, creams, chemicals, cleaning products, sweat, and other substances can accelerate the wearing or fading of the plating.
Normal wear and tear, fading or wearing of gold plating caused by use or improper care, scratches, tarnishing, or damage caused after receiving the item are not considered manufacturing defects.
If you believe your item has a manufacturing defect, please contact us within 24–48 hours of receiving your order and provide the requested photographs and video so that we can assess the issue.
8. Exchanges
An approved exchange is subject to product availability.
If the requested replacement item is unavailable, we will contact you to discuss the available options.
An exchanged item must meet the same condition requirements stated in this policy.
9. Refused or Unsuccessful Deliveries
For ready-to-wear orders within Jordan, if a customer refuses to receive an order or fails to receive it after the applicable delivery attempts, the order may be cancelled.
Any applicable delivery or return-to-sender costs may be deducted from any refund where permitted.
Custom-made and fine jewelry orders cannot be refused or cancelled simply because the customer no longer wishes to receive the item. A deposit or partial payment is required for these orders because they are produced specifically for the customer.
10. How to Request an Exchange or Report an Issue
To request an eligible exchange or report a damaged, incorrect, or missing item, please contact Dtales through our official contact channels within the applicable timeframe.
Please include your order number and the required photographs and/or video.
We will review your request and confirm the next steps.
11. Applicable Law
This policy is subject to the applicable laws of the Hashemite Kingdom of Jordan.
Nothing in this policy is intended to exclude or limit any rights or protections that cannot legally be excluded or limited under applicable law.