Return & Refund policy

 

Shipping:

Standard Shipping: Orders typically arrive within 3-7 business days.

Upon placing an order, delivery information will be communicated via email or phone. Tracking details will be provided by our logistics team via email (ask.terrana@gmail.com) once the order has been dispatched.

Should there be an expected delay in shipping, the customer will be promptly notified with updated shipping details.

For prepaid orders, if the shipping address or contact information provided by the customer is incorrect resulting in failed delivery attempts, the order will be considered fulfilled, and no refund will be issued. A second delivery attempt will be made after confirming the address with the customer, with shipping charges borne by the customer.

For inquiries regarding shipping and delivery, please contact ask.terrana@gmail.com

Refunds and Returns:

All products are non-returnable and non-exchangeable, except in cases of major defects. If your order arrives damaged or defective, you must notify us within 24 hours of receiving the product over our email along with clear images and a video of the defective item. Requests without these will not be accepted.

Please note:

  • Products may vary slightly from the photos due to:

    • Lighting, angles, and display settings: Colors and details may appear different based on your screen settings and photography conditions.
    • Handcrafted details: Many of our products are handmade, so slight variations in design or finish are part of their unique charm.
    • Materials: Items featuring stones, pearls, or other natural elements may have subtle differences in shape, size, or texture.

    These minor variations are not considered defects, and such products cannot be returned or exchanged.

  • If a return is approved, and we can only offer replacements for defective products; refunds are not available.
  • In any other cases, return shipping costs will be your responsibility.

No other requests will be entertained.



Delivery Disputes:

If you experience any of the following situations, please contact us immediately at ask.terrana@gmail.com so we can assist:

  1. Order status shows as "Delivered," but you have not received the package.
  2. Package reported as lost or stolen.
  3. Package was delivered but items were missing or tampered with.

For any delivery disputes, please note that the resolution and refund process may take 30-45 days. During this time, we will work closely with our shipping partners to investigate and resolve the issue.

Disclaimer:

Any customs charges imposed by the destination country are the responsibility of the customer.

Cancellation Policy:

No Cancellation requests can be accommodated once the order is placed on our website. 

 

Official Communication:

For all formal inquiries and communication related to our company, please reach out to us exclusively via email at ask.terrana@gmail.com. This ensures that your queries are properly addressed and handled by the right team.