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1. About our pieces
• Every piece is designed and made by hand in our Kuala Lumpur studio, in silver, gold and other precious metals, often set with stones from our own collection.
• Each piece is one of a kind and will not be made again.
• Small tool marks and slight variations are part of handmade work. They are not defects.
• All stones are natural unless stated otherwise. Differences in colour, inclusions and texture are natural features, not defects.
• We photograph each piece as accurately as we can. Colours may look slightly different on your screen.

2. Orders and payment
• All prices are in Ringgit Malaysia (RM) unless stated otherwise.
• Full payment is required to confirm an order. As each piece is one of a kind, it is reserved only once payment is received.
• If a piece sells out before your payment is confirmed, we will refund you in full.
• We do not take custom orders. Private commissions are accepted only at our discretion, under a separate written agreement.

3. Shipping
• We ship within Malaysia and internationally. Every parcel is sent with tracking.
• Shipping fees are paid by the customer and shown at checkout.
• For international orders, any import duties, taxes or customs charges are paid by the customer.
• Please check your delivery address carefully. We cannot be responsible for parcels sent to an incorrect address you provided.
• Delivery times are estimates and depend on the courier.
• If a parcel is lost or damaged in transit, contact us and we will help you make a claim with the courier.

4. Returns and exchanges
• All sales are final. We do not offer returns, exchanges or refunds for a change of mind, sizing choice or personal preference.
• Please check the size, measurements and description before you buy, and ask us if you are unsure.

5. Defects in workmanship
• If your piece has a defect in workmanship, please email us within 30 days of receiving it, with your order number and clear photos.
• Once we confirm the defect, we will repair the piece at no cost, including return shipping within Malaysia.
• If a repair is not possible, we will offer a refund.
• The following are not defects: natural stone features, handmade variations, normal tarnishing of silver, everyday wear, and damage from accidents, misuse or chemicals.
• Pieces that have been altered or repaired by anyone else are not covered.

6. Aftercare services
We offer aftercare for Handmade by W pieces only, for a service fee:
• Cleaning and polishing
• Re-securing loose stones
• Resizing, where the design allows
• Repairs for damage from wear, quoted after we assess the piece
The customer pays shipping to and from our studio for aftercare services. We do not service pieces that have been altered or repaired by anyone else.

7. Care and responsibility
• Please follow our Jewellery Care Guide to keep your piece in good condition.
• We are not responsible for damage caused by misuse, improper care, contact with chemicals, or normal wear over time.

8. Designs and copyright
All designs, photographs and content by Handmade by W are our original work. They may not be copied, reproduced or used for commercial purposes without our written permission.

4. Returns and exchanges • All sales are final. We do not offer returns, exchanges or refunds for a change of mind, sizing choice or personal preference. • Please check the size, measurements and description before you buy, and ask us if you are unsure.

7. Care and responsibility • Please follow our Jewellery Care Guide to keep your piece in good condition. • We are not responsible for damage caused by misuse, improper care, contact with chemicals, or normal wear over time.

8. Designs and copyright All designs, photographs and content by Handmade by W are our original work. They may not be copied, reproduced or used for commercial purposes without our written permission.

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4. Returns and exchanges
• All sales are final. We do not offer returns, exchanges or refunds for a change of mind, sizing choice or personal preference.
• Please check the size, measurements and description before you buy, and ask us if you are unsure.

7. Care and responsibility
• Please follow our Jewellery Care Guide to keep your piece in good condition.
• We are not responsible for damage caused by misuse, improper care, contact with chemicals, or normal wear over time.

8. Designs and copyright
All designs, photographs and content by Handmade by W are our original work. They may not be copied, reproduced or used for commercial purposes without our written permission.