What materials does your jewellery consist of?
Ethereal, Essential, Classic, Chunky, Summer & Pearl Collection - Gold Plated with a base of Stainless Steel
Bloom & Dawn - Gold Vermeil, base of Silver
Sisi Collection - Gold Plated with base of Brass
Our fashion jewellery are made out of stainless steel and brass, coated in 18ct fine gold, which are tarnish-free, waterproof, and can last 2-5 years. Moderation with water is advised for gold necklaces.
Our demi-fine jewelry, made with up to 92.5% silver, comes with a polishing cloth for maintenance. Avoid wearing it during heavy tasks or when using chemicals.
You can find more information on these here.
For pieces not made from Stainless Steel and Brass, check the specification in the product.
How long will gold plated jewellery last?
Our jewellery lasts for a minimum of 2 years and can last up to 5 years. However, gold plated jewellery lasts depending on how you take care of your jewellery and how you store it. Storing your jewellery away from direct sunlight and moisture helps preserve your jewellery. Also taking necessary measures like removing your rings before washing your hands, not using lotion or oils directly on your jewellery and also taking your jewellery off before showering helps keep your jewellery in pristine conditions. However, please be aware that gold platings can wear off over time.
What is the length of the Chain/Necklaces?
We use adjustable chains, which makes them versatile in terms of how you choose to wear them. On each product page, the length of the chain is stated along with the extender length, which makes it suitable to be worn shorter or slightly longer. We thoughtfully curated pieces that can be styled in different ways. Check out these collection of chains/necklaces.
How do I find my right ring size?
We have two (2) options to help you get the perfect size before getting a ring(s).
Option A: You can work with a ring you currently have. Measure the internal diameter in mm, then match it with our ring size chart.
Option B: Measure your finger's circumference in mm and find the closest size on our chart.
You can find our sizing chart here, along with more information on sizing.
How do I take care of my jewellery?
We advise that you keep your jewellery clean by using a microfiber cloth to clean it periodically. Avoid storing the jewellery in direct sunlight or places with moisture, and also avoid your jewellery getting in contact with any oils, lotions, or perfumes. All our jewellery are hypoallergenic which means you won't have adverse reactions to our jewellery. To see our complete jewellery guide for each metal, please go to Care guide.
How do I store my jewellery?
We recommend storing your jewellery individually, in a Refine soft pouch, and/or a lined box. Ensuring it is untangled and doesn’t rub on other jewellery pieces. You can find more information here.
Can I shower with my jewellery?
As our jewellery is gold-plated jewellery, we advise you refrain from showering with your pieces to maintain the colour and shine. However, showering with it occasionally will not be harmful.
Can I use perfume and moisturisers while wearing your jewellery?
You can use perfume and moisturisers while wearing your jewellery, but be careful and avoid direct contact on your jewellery, as perfumes and lotions can wear off the gold plating.
How do I know that my order is placed and is being processed?
Once you’ve placed an order via the website or Instagram DM, you will receive an email stating that your order has been received. Afterwards, our customer service representative will reach out to you, informing you that your order is receiving attention and providing further details until fulfillment.
Who do I contact about my order?
Not to worry, we are always available. You can send us a direct message on Instagram, call or WhatsApp us via this number: +234 812 330 9437. Our team is on standby to attend to you.
When will my desired piece of Jewellery be back in stock?
For Jewellery pieces that have been out of stock, If you want to be informed as soon as the product is back in stock, simply sign up for our newsletter and get notified once it is back in stock.
Are there other stores to shop your products?
We have our products sitting pretty, waiting for you to come grab them in these stores and boutiques. Kindly check through the list of our stockists to find the one closest to you.
I would like to shop the initial/personalised necklace
Unfortunately, we have discontinued this collection for the time being. I’ll reach out to you in case anything changes. You can explore other collection of necklaces we have here. Hopefully, you will find one or more that tickle your fancy.
COMPLAINTS / HELP
I placed a wrong order – what do I do?
If you have placed the wrong order, you can always try to send us an email at firstname.lastname@example.org , and we can amend your order if it has not been shipped. Kindly inform us as soon as possible because once the order has been shipped out, unfortunately, we won’t be able to change the order.
I have received the wrong order/ my order never arrived/ an item is missing from my order. What should I do?
Please let us know right away, you can send an email to email@example.com. Afterwards, we will process the request and rectify the issue.
Why can I not add certain products to my shopping cart?
If you can’t add certain products to your shopping cart, it’s because the product is sold out. You can always send us an email, and we can inform you when that specific product is back in stock.
I have sent my order back but I haven't gotten a notification or refund
If you haven’t heard back from us, we advise you to send us an email at firstname.lastname@example.org with your order number and contact information. We will process your request and get back to you.
My earring does not close properly, what should I do?
We advise you to send us an email at email@example.com with your order number and contact information. We will process your request and get back to you. This applies to any jewellery related issues.
An item I bought is defective, What should I do?
If an item is defective, we advise you to send us an e-mail at firstname.lastname@example.org with a picture of the item and your request. We will process your request and get back at you.
REFUNDS & EXCHANGE
Can I return or exchange an item?
We prioritize your safety and quality assurance. Refunds or returns for our jewellery are only accepted if the items are unsatisfactory or unfit for use (applies to sale items).
Kindly contact us at email@example.com within 48 hours of receiving your package for review. Eligible cases receive store credit within 8 days post-investigation.
More information is provided here, in our refund policy.
International refunds and exchanges ?
At this time, all orders purchased by customers who live overseas are considered final sale. We’re so sorry we can’t accept returns from our international customers.
What is your warranty period?
We offer a warranty period of 3-months from the date of purchase. You can check here for the terms and conditions confining the warranty.
Do you have shipping worldwide?We now offer worldwide shipping. The cost of delivery is from N28,000. Kindly note that customs and duty fees may apply before or after your item is received, especially for customers in the U.K., France, Germany. Delivery timeline does not apply to weekends, holidays, or any unforeseen events.
More information is provided here.
You can also send an email to firstname.lastname@example.org if you have any more questions.
What are the shipping costs and timelines for within Nigeria?
We have three (3) options for local delivery;
Same Day Delivery (Orders placed before 2pm): ISLAND - N4,000; MAINLAND - N4,500
Next Day Delivery: ISLAND - N3,500; MAINLAND - N4,000
Standard Delivery (1-3 working days) : ISLAND - N3,000; MAINLAND - N3,500
Interstate Delivery (3-7 working days): N5,000
Will I be charged duties and taxes?
Duties and Taxes are applied at check-out according to the state/province of the shipping address. Please note that Refine does not have any control over customs fees as they vary by country, which means shipping prices are subject to change depending on the custom fees of each country.
What are the foreign transaction fees?
Orders placed on our website are currently shown in Naira (₦ NGN). At checkout, payments are made in your currency. The total amount of your order in your currency would be determined by the exchange rate of your bank and are not under the control of Refine. As a Nigerian Brand, banks in other countries may consider us a "foreign company" and charge additional international fees on their own. We are not able to provide a refund for any foreign transaction fees.
How long will it take for my order to ship out ?
Once you place your order, your order is expected to ship out on the estimated shipping date listed in our shipping and delivery information page. Note that this shipping date is from the date you checked out and not the day the item was added to your cart and is subject to public holdings and unforeseen circumstances beyond our control. Please note that transit times can vary as packages sometimes get held at customs. Unfortunately we cannot control this, as it is in the hands of your country’s customs officials. The usual transit time may increase and your order can be delayed.. It is not common, but it happens occasionally.
Who is liable for the jewellery as it's being shipped?
We fully insure your order all the way to you, which means your shipment is risk-free in transit. In addition, we have measures in place to ensure that utmost care is used for the pieces from when the parcel is handed over to the carrier to when you receive it.
Please note: For international orders, the shipping cost is non-refundable once the package is shipped. If a package is returned to us due to missed delivery then marked left unclaimed at the local post office, customer must cover the re-ship cost.
What is Refine Club?
Think of Refine Club as a community where we get to talk, know, and share our Refine love story, experiences, and gifts. You can start here.
How do I join Refine Club?
Eipppeee! Yess, we would absolutely love to have you! Our community is really big, yet small to get to know you and it starts here.
Why should I Refine Club?
It is one of the best decisions you will be making as a Refine lover. These are some of the perks you get by being a member; Access to community events like this one (sneak peek); https://www.instagram.com/p/CrgQ_t1MIr5/?igshid=MzRlODBiNWFlZA==
Access to early access to drops, exciting discounts, and much more. You should join now.
If you still have any questions that haven’t been answered or any complaints, please contact us at email@example.com and we will get back to you as soon as possible.