Returns
& refunds

Fourteen days from the day your parcel arrives to tell us you want to return it, and fourteen more to post it back.

Changing your mind

Hong Kong law gives no automatic cooling-off period on things bought online. This policy is ours by choice, because we would rather you bought with confidence.

• Write to customer@beadista.com within 14 days of your parcel arriving, quoting your order reference.
• Post the piece back within 14 days of us replying.
• It must come back unworn and undamaged, in the packaging it arrived in.
• We refund the price of the goods once the piece reaches us safely.

A piece made for you can be returned like anything else. The whole point of making it by hand is that it should go to the person who actually wants it.

Who pays the postage back

• Hong Kong: we send you a prepaid return label. It costs you nothing.
• Everywhere else: you pay the return postage. A prepaid label from Tokyo or Sydney costs more than the bracelet, which helps nobody.
• The postage you paid on the original order is not refunded when you simply change your mind.

Use a tracked service. Until a parcel reaches us it is still your parcel, and we cannot refund something that never arrives.

If a piece is faulty, damaged or wrong

This is different, and you should not be out of pocket for it.

• Write to customer@beadista.com within 14 days of delivery with a photograph.
• We replace the piece, or refund it in full — your choice.
• The refund includes the postage you paid, and we cover the cost of sending it back wherever you are.

Handmade pieces vary a little from photograph to photograph — bead placement, the exact shade of a colour, the way light catches a finish. That is the nature of the work rather than a fault. If a piece has come apart, a clasp has failed or the elastic has gone, that is a fault and we want to hear about it.

What cannot be returned

• Custom and bespoke pieces made to your own specification, unless they are faulty.
• Bulk, team and goodie-bag orders, unless they are faulty. Ask for a sample first — we are happy to make one.
• Pieces that have obviously been worn, altered or resized.
• Gift cards, if we ever sell them.

Cancelling before it is posted

Write to customer@beadista.com as soon as you can. If we have not posted the order yet you get everything back, including the postage. If it has already gone, treat it as a return.

How the money comes back

• Card payments are refunded to the same card through Stripe, within 5 working days of the return reaching us. Your bank may take a few days more to show it.
• We refund in Hong Kong dollars. If your bank converted the currency, the amount you see may differ slightly from what you paid — that difference is the exchange rate, and it is not ours to keep or to give.

Asking first

If you are unsure whether something is a fault, whether a bracelet will fit, or whether a colour is what you think it is — write to customer@beadista.com before ordering. It is a great deal easier than posting things around the world afterwards.