Eligibility for Returns

• Returns are accepted within 14 days from the day after you receive your order.
• Items must be unused, unworn, and in their original packaging (including tags and jewellery boxes).
• For hygiene reasons, earrings cannot be returned or exchanged unless faulty.
• Custom-made, personalised, or one-of-a-kind items (e.g., made-to-order jewellery, engraved pieces, customised sizes, bespoke designs, unique artworks or ceramics) cannot be returned, unless they arrive faulty or incorrect.

Return Process

1. Contact our support team at support@titipoem.com within 14 days of receiving your order. 
2. Provide your order number and reason for return.
3. As TiTi.POEM collaborates with multiple brands, return addresses may vary. We will provide the correct instructions and address for your item.
4. Once we receive and inspect your return, we will process your refund within 7–10 working days.

Shipping Costs for Returns

• Customers are responsible for return shipping costs for eligible returns.
• We recommend using a tracked and insured service, as we are not liable for parcels lost or damaged during return transit.
• If your item arrives faulty or incorrect, we will cover return shipping costs or provide a prepaid label where possible.

Refunds

• Refunds will be issued to your original payment method once the item has been inspected.
• Original shipping fees are non-refundable, unless the return is due to a faulty or incorrect item.
• In such cases, we will issue a full refund, including any shipping costs.

Exchanges

• Direct exchanges are not available.
• To request a different size, colour, or product, please return the original item for a refund and place a new order.
• This ensures faster processing and product availability as each brand ships directly from its own studio.

Faulty or Incorrect Items

• If your order arrives faulty or incorrect, please contact us promptly with your order number and photos of the issue.
• We will arrange a replacement (if available) or issue a full refund covering both original and return postage.
• Please report issues within 7 days of delivery for a timely resolution.

Multiple Brands

• Orders may contain items from different designers, resulting in separate parcels and return addresses.
• Our support team will guide you through any multi-brand return process.