Refund policy

Right of Withdrawal

In accordance with EU Directive 2011/83/EU on consumer rights, you have the right to withdraw from your purchase contract within 14 days of receiving your order, without providing any reason.

To exercise your right of withdrawal, you can use the "Request a Return" button in your personal account area, or contact us by email at contact@crisalidestudio.com stating your order number and your intention to withdraw from the purchase.

Products Excluded from the Right of Withdrawal

Pursuant to Article 16(c) of EU Directive 2011/83/EU, the right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised. All jewellery commissioned through Crisalide's Bespoke service falls into this category and cannot be returned, except in the case of manufacturing defects.

Conditions for Returns

For a return to be accepted, the following conditions must be met:

  • The product must be unworn and in the same condition as received
  • The jewellery must be returned in its original packaging, undamaged
  • The return must be requested within 14 days of the delivery date

We reserve the right to refuse returns that do not meet these conditions or show signs of use.

How to Request a Return

  1. Log in to your account and use the "Request a Return" button, or send us an email at contact@crisalidestudio.com with the subject "Return Request — Order #XXXXX"
  2. We will reply within 3 business days with shipping instructions
  3. Send the product to the address we provide, carefully packaged

Return shipping costs are the responsibility of the customer. We recommend using a tracked service — Crisalide is not responsible for parcels lost during the return transit.

Return address:
Crisalide — Roberta Piovani
Skra 23
155 62 Cholargos
Athens, Greece

Refunds

Once we receive and inspect the returned product, we will send you a confirmation email. If the return is approved, the refund will be credited to your original payment method within 14 days of receiving the goods.

Original shipping costs are non-refundable, unless the product is defective or the error is on our part.

Defective or Damaged Products

If you received a defective or damaged product, please contact us within 48 hours of delivery at contact@crisalidestudio.com, attaching photos of the defect and the packaging. In this case we will arrange a replacement or a full refund, including shipping costs.

Missing Refunds

If you have not yet received your refund after our confirmation:

  1. Check your bank account or the payment method used
  2. Contact your card issuer — processing times may vary
  3. If after these steps the refund is still not visible, write to us at contact@crisalidestudio.com

Last updated: June 2026
Crisalide by Roberta Piovani — crisalidestudio.com