FAQs

30-Day Returns

Return requests may be submitted within 30 calendar days after delivery. To qualify, items must be unworn, unaltered, undamaged, and returned with their original packaging and accompanying materials.

Because each Drexey piece is handcrafted to order, non-defective returns—including a change of mind, color preference, personal preference, or an incorrect size selected by the customer—are subject to a 35% Made-to-Order Recovery & Processing Fee. The remaining 65% will be refunded to the original payment method after the item has been received and inspected.

Damaged, Defective, or Incorrect Items

If your jewelry arrives damaged, contains a manufacturing defect, or differs materially from your confirmed order, the 35% fee does not apply. Drexey will cover reasonable return shipping costs and provide an appropriate repair, replacement, remake, store credit, or full refund.

Return Shipping

For eligible U.S. returns, Drexey provides one complimentary prepaid return shipping label.

For non-defective international returns, customers are responsible for return shipping, insurance, duties, taxes, brokerage charges, and related fees.

How to Request a Return

Please email hello@drexey.com within 30 days of delivery with your order number, the email address used for your purchase, the reason for your return, and photographs or video where relevant.

Please wait for return authorization and shipping instructions before sending your item back. Returns sent without prior authorization may be refused.

Once your return has been received, our Quality Assurance team may take up to 7 business days to inspect the item and process an approved refund.

We begin processing your order within 12 hours of it being placed. Once your order has been confirmed and prepared, it will be shipped within our standard fulfillment timeframe.

In most cases, your order will be delivered within 15 days from the date of purchase.

Please note that delivery times may be slightly extended during holidays, promotional periods, and new product launches due to increased order volumes and carrier demand.

U.S. Return & Exchange Policy

Returns for refunds must be requested within 30 days of delivery.

To arrange a return, please contact our Client Services team at 
hello@drexey.com.

To begin your return, visit our Returns Center. You’ll need either the email address associated with your purchase or your order number and shipping ZIP code.

International Return & Exchange Policy

International returns must be initiated through our Returns Center before shipping items back. At this time, exchanges and instant exchanges are not available for international orders.

International returns for a refund to the original payment method must be submitted within 30 days of delivery. Customers are responsible for purchasing their own return shipping label and may choose their preferred carrier and whether to insure the package. When completing the electronic waybill, please select “Merchandise Return” as the reason for export. This helps avoid delays in processing.

Return Requirements

Returns must be sent back in original condition, with original packaging and no signs of wear, using the original mailer.

Any damaged, defective, or incorrect items must be reported to Client Services before returning. Once received, returns are processed within 7 business days (excluding weekends and holidays), and you’ll receive a confirmation email when your return is complete.

Each order must be returned separately. Items from multiple orders cannot be combined in one package, and you must submit a separate return for each order through our Returns Center.

Please note:

Any exception approved by Drexey for non-quality-related reasons will be subject to a 35% Product Recovery & Processing Fee.

Refund Eligibility

Drexey is not liable for any return packages shipped that become lost in-transit. Please retain your carrier drop-off receipt until your return has been received and your refund, exchange, or store credit has been processed. The drop-off receipt serves as proof that the package was accepted by the carrier and may be required if a return package cannot be located in transit.

Most orders containing a made-to-order piece can be canceled within 24 hours of being placed. After 24 hours, cancellations are no longer eligible for a full refund and will incur a 20% production fee once production has begun.

To request a cancellation, please contact our team directly by emailing hello@drexey.com or sending a text to +852 5513 8331. 

Please note: Requests submitted after business hours or on weekends will be reviewed the next business day.

Drexey reserves the right to define, limit, refuse, or reject returns at its sole discretion, including but not limited to the following circumstances:

• An irregular or excessive return history, including items that show signs of wear, alteration, washing, damage, or missing components.
• Suspected fraudulent, abusive, or criminal activity. Drexey also reserves the right to delay or withhold refunds where fraud is suspected.
• The right to refuse service to any individual or entity engaging in the behaviors outlined above.
• Returns that cannot be confirmed as received by our Returns Center are not eligible for a refund.
• Any non-Drexey items received at our warehouse or distribution center will be discarded upon receipt.