Refund policy

General Return Policy (Non‑EU Customers)

Return Window

We have a 7‑day return policy for defective or damaged items only. If your item arrives faulty or damaged, you must notify us within 7 days of delivery to be eligible for a resolution. Change‑of‑mind returns are not accepted outside the European Union.

Condition for Returns

To qualify for a return due to a defect or damage, the item must be in its original, undamaged, unworn, or unused condition, with all tags and original packaging. You will also need the receipt or proof of purchase.

Damages and Issues (Fragile Items)

Please inspect your order upon reception. As our collections include fragile artisan glass, Liuli, and delicate handicrafts, we highly recommend taking a continuous, unedited unboxing video as proof of any damage sustained during transit.

If your item arrives damaged, we offer the following resolutions:

  • Remote Restoration: For minor damage, we may offer remote guidance on how to safely repair the piece, paired with a partial refund as a gesture of our commitment.
  • Replacement or Full Refund: If the item is irreparably damaged, please contact us within 48 hours of delivery with the unboxing video or clear photographic evidence. Once our team approves the claim, we will proceed with a replacement or full refund.

Exceptions / Non‑Returnable Items

Certain types of items cannot be returned:

  • Custom or made‑to‑order items crafted specifically to your specifications (e.g., engraved, bespoke designs)
  • Promotional or sale products
  • Gift cards
  • Personal care items

Returns Process

To start a return for approved cases, please contact us at amberooasis@gmail.com. If your return is accepted, we will provide you with a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Refunds Processing Time

We will notify you once we’ve received and inspected your return to let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at amberooasis@gmail.com.

European Union 14‑Day Cooling‑Off Period

Notwithstanding the General Return Policy above, if your merchandise is shipped into the European Union, you have the following additional rights:

Right of Withdrawal

You have the right to cancel or return your order within 14 days from the day the last item in your order is delivered, for any reason and without justification. If the final day of the withdrawal period falls on a weekend or public holiday, the period is extended to the next business day.

How to Exercise Your Right

To submit a withdrawal request, please log in to your customer account via [account.amberooasis.com] and select “Request return” or “Cancel order” under your order history. After submitting, you will automatically receive an email confirmation with a timestamp.

Alternatively, you may fill out our online withdrawal form at [your‑store.com/pages/right‑of‑withdrawal] (no login required).

Conditions for Return

Your item must be returned in the same condition that you received it — unworn, unused, with original tags and packaging. Items that are personalized or custom‑made to your specifications (e.g., engraving, custom dimensions, bespoke designs) are exempt from this withdrawal right under EU law. Standard made‑to‑order items that are not personalized remain eligible for withdrawal.

Return Shipping Cost

The cost of returning the goods shall be borne by you, the customer. We will provide a return shipping label upon request; the actual return shipping cost will be deducted from your refund. Alternatively, you may use a carrier of your choice, but we recommend using a trackable and insured service, as you are responsible for the item until it reaches us.

Refund Timeline

We will process your refund within 14 days of receiving your withdrawal notice. The refund will be issued to your original payment method. Please note that your bank or card issuer may take additional time to post the funds.

Important Note on Fragile Items

If you choose to use our provided return label, the shipment will be insured against damage in transit. If you arrange your own return, any damage occurring during return shipping is your responsibility.