Last updated: September 1, 2026
At Simon & Layan, we stand behind every piece we make. If you're not satisfied with your purchase, here's how we handle returns and refunds.
1. Quality Issues (Defective Items)
If your item arrives with a manufacturing defect — including but not limited to broken chains, loose stones, plating defects, or clasp malfunctions — contact us within 30 days of delivery.
What we'll do:
• Free replacement of the same item, OR
• Full refund — no need to send the original back
How to request:
Email support@simonandlayan.com with:
• Your order number
• A clear photo showing the defect
• Brief description of the issue
We'll respond within 24–48 business hours and arrange resolution immediately.
2. Non-Quality Returns (Change of Mind / Size)
If you wish to return an item for reasons unrelated to quality — such as personal preference, size not fitting, or simply changing your mind — we accept returns under the following conditions:
Conditions:
• Item must be unworn, unused, and in original condition with all packaging intact
• Return request must be made within 30 days of delivery
• Item must not show signs of wear, damage, or alteration
Process:
1. Email support@simonandlayan.com with your order number and reason for return
2. We'll provide a return shipping address and instructions
3. Once we receive and inspect the item, we'll issue a refund to your original payment method
Refund timeline:
• Refunds are processed within 5–7 business days after we receive the returned item
• Return shipping costs are the buyer's responsibility for non-quality returns
• Original shipping costs (if any) are non-refundable
3. What Cannot Be Returned
• Items worn, altered, damaged after receipt, or without original packaging
• Items reported beyond the 30-day window
• Custom or personalized items (if offered in the future)
• Promotional items marked as final sale
4. Lost or Damaged in Transit
If your package is lost or visibly damaged upon arrival:
• Contact us immediately at support@simonandlayan.com with your order number and photos of the damaged packaging (if applicable)
• We will file a claim with the carrier and arrange a free replacement or full refund
• Please retain all original packaging until the claim is resolved
5. Cancellations
• You may cancel your order before it ships (typically within 2–3 business days of placing the order) by emailing us with your order number
• Once an order has been shipped, it cannot be cancelled and must be handled as a return under the terms above
6. How to Contact Us
For all return, refund, or exchange inquiries:
Simon & Layan
湖南阅泽龙斯传媒有限公司
Email: support@simonandlayan.com
Response time: Within 24–48 business hours