Initiating a return
Every Konina order is placed with intention. When a piece is not right, you have fourteen days from the moment it arrives in your hands to begin a return. This is the window European consumer law affords every customer, and we honor it in full, without questions, without explanation required.
To begin, write to support@konina.studio with your order number and a brief note on the piece you wish to return. A response follows within one business day, carrying a return address and clear instructions. Once your return has been authorised, the piece must be sent to the studio without undue delay, and in any event no later than fourteen days from the day on which you communicated your decision.
Conditions and eligibility
Returned pieces are accepted when they reach the studio in the condition in which they left it. The next person to receive a Konina piece must receive it as you did, and that begins with how it returns to us.
For a return to be accepted:
- The piece must be unworn and in perfect condition
- The original KONINA pouch and box must accompany the return, packaging is part of the experience
- No signs of wear, alteration, or contact with the body should be present
- The return must be securely packaged in a sturdy box; pieces sent in envelopes risk damage in transit and are accepted at the sender's risk
For reasons of hygiene, earrings that have been worn or have come into contact with the ear cannot be returned. This applies within the fourteen day window and beyond, and is consistent across the industry. The single exception holds firm: a piece that arrives with a manufacturing defect is always covered, worn or unworn. Customized to or personalized pieces are also considered final sale and cannot be returned, except where a defect of manufacture is present.
Return shipping and refunds
The cost of return shipping is the customer's responsibility, except in the cases described in the next section. We recommend a tracked and insured service of your choice. The piece remains under your responsibility until it is received at the studio. Pieces lost or damaged in return transit cannot be refunded.
Once your return arrives at the studio and has been inspected, the refund is issued within fourteen days, to the original method of payment. Depending on your bank or card issuer, an additional few business days may pass before the funds appear in your account. Original shipping costs are non refundable, except where the return follows from our error.
Where a returned piece shows handling beyond what is necessary to establish its nature and form, an amount corresponding to the loss in value may be deducted from the refund. This includes visible wear, removed components, or alterations. The standard return remains a clean, full refund of the product value.
Defective, damaged, or incorrect pieces
If a piece arrives defective, damaged on arrival, or differs from your order, the situation is ours to resolve. Return shipping is covered, alongside a full refund or replacement at your preference. The original shipping cost is also refunded in these cases.
To report a defect at any point, write to support@konina.studio with your order number and a few photographs of the issue. A response follows within one business day with next steps. The cost of replacement or refund is ours.
For any other question
For any return-related question this guide does not answer, write to support@konina.studio. A reply follows within two business days.