Return, Refund & Resolution Policy

Last updated: August 16, 2025

Every Darkmuse Mystery Jewelry Jar is individually curated, and the surprise is part of the experience. Because preferences are subjective and customized orders are prepared specifically for each customer, returns are handled differently from those of ordinary retail products.

Please review this policy before placing your order.

Policy at a Glance

Situation Available resolution
You do not like the styles, colors, designs, or surprise selection Not eligible for return or refund
A requested preference was not matched exactly Not normally eligible; preferences guide curation but are not guaranteed
One or more pieces arrive damaged or unusable Partial refund, replacement, or another appropriate resolution after review
Pieces are missing from the advertised quantity range Resolution based on the confirmed shortage
Fewer than 70% of the expected pieces arrive present and usable Partial refund or another appropriate remedy after review
You receive the wrong product or jar size Replacement, refund, or another appropriate resolution
Package is visibly damaged during delivery Contact us promptly with photographs
Personalized or custom-curated order Final sale, except for defects, significant errors, or rights required by law

Change-of-Mind Returns

We do not accept returns or provide refunds solely because:

  • You do not like a particular piece

  • The selection is different from what you imagined

  • A style, color, motif, or metal tone is not your personal preference

  • You received fewer pieces of a preferred jewelry type than expected

  • An exact requested design was not included

  • You changed your mind after receiving the order

Mystery Jewelry Jars contain a surprise assortment. Preference notes help guide our curation, but they do not guarantee exact designs, materials, colors, motifs, jewelry types, brands, or quantities within each category.

Minor variations are part of the mystery experience and do not make an order defective.

Customized Orders

Orders curated using a customer’s specific preferences, exclusions, sizing information, themes, colors, or other personal instructions are considered personalized orders.

Once preparation has begun, personalized orders cannot normally be canceled, returned, or exchanged because they have been curated specifically for the customer.

This restriction does not apply when an item is faulty, the order is materially different from its description, or applicable consumer law provides otherwise.

Our 70% Quality Standard

We consider an order to have fallen below our minimum commercial quality standard when the evidence confirms that fewer than 70% of the expected pieces arrived present and reasonably usable.

This may include pieces that are:

  • Missing from the advertised quantity range

  • Broken upon arrival

  • Missing essential components

  • Unwearable because of a clear manufacturing defect

  • Materially different from the product or jar size ordered

For example, if an order should contain at least 20 pieces, the 70% threshold is 14 usable pieces. If fewer than 14 pieces arrive present and usable, the order qualifies for a resolution review.

Minimum advertised quantity 70% quality threshold
20 pieces 14 usable pieces
40 pieces 28 usable pieces
60 pieces 42 usable pieces
90 pieces 63 usable pieces

Normal differences in style, color, appearance, finish, perceived value, or personal preference are not counted as defects when the product otherwise matches its description.

The 70% standard is an additional Darkmuse resolution policy. It does not reduce any legal rights that may apply to faulty or incorrectly described goods.

Partial Refunds

When a claim is approved, we may offer a partial refund based on:

  • The number of confirmed missing or defective pieces

  • The extent to which the order differs from its listing

  • The price paid for the affected product

  • Whether replacement pieces can reasonably resolve the issue

  • Any applicable consumer protection requirements

Partial refunds are calculated against the product price actually paid, after discounts. Original shipping fees, customs charges, taxes collected by local authorities, and unaffected items are not normally included unless required by law.

A quality issue does not automatically qualify for a full refund. Depending on the circumstances, Darkmuse may offer replacement pieces, a proportionate partial refund, store credit with your agreement, or another legally appropriate remedy.

Damaged, Defective, Missing, or Incorrect Orders

Please inspect your order shortly after delivery. If something is damaged, defective, missing, or incorrect, email support@darkmuse.co within 7 calendar days of delivery.

Your email should include:

  • Your full name

  • Your order number

  • A clear description of the issue

  • A photograph of the shipping label

  • A photograph showing the complete contents of the order

  • Clear close-up photographs or video of each affected piece

  • Photographs of the parcel and packaging if it arrived damaged

Please keep all items and original packaging until your claim has been reviewed.

Submitting a claim does not automatically guarantee a refund. Each request is assessed using the order details, product listing, customer preferences, photographs, and available delivery information.

Nothing in this seven-day notification request limits any longer period or remedy that must be provided under applicable law.

What Is Not Considered a Defect?

The following are not normally considered product defects:

  • Disliking a style, color, design, or motif

  • Receiving a different mix from photographs or social media videos

  • Not receiving an exact requested piece

  • Natural variation between Mystery Jewelry Jars

  • Small cosmetic variations that do not prevent normal use

  • Normal wear, tarnishing, fading, or discoloration caused by use, moisture, perfume, chemicals, storage, or skin chemistry

  • Damage caused after delivery through misuse, impact, improper storage, alteration, or attempted repair

  • Sensitivity or allergic reaction when a specific material or hypoallergenic composition was not expressly guaranteed

Product photographs illustrate the type and overall experience of our Mystery Jewelry Jars. They do not guarantee that the customer will receive the exact pieces shown.

Return Authorization

Please do not send an order back without contacting us first.

If a return is necessary, we will provide approval and return instructions by email. Parcels sent without authorization may be delayed, refused, or ineligible for reimbursement where permitted by law.

Items approved for return must be:

  • Returned with all included pieces

  • Unworn and unaltered, except where inspection was reasonably necessary

  • Securely packaged

  • Sent according to the instructions provided by our support team

If Darkmuse confirms that an order is defective or incorrect, we will provide an appropriate remedy and cover reasonable return costs where required by law.

Refund Processing

Approved refunds are issued to the original payment method whenever possible.

Once processed, the time needed for the funds to appear depends on the customer’s bank or payment provider. Shipping fees and customs charges are non-refundable unless the order was incorrect, the product was materially defective, or reimbursement is required by applicable law.

European Union and United Kingdom Customers

Customers in the European Union and United Kingdom may have statutory rights in addition to this policy.

Clearly personalized or custom-curated products may be excluded from the standard change-of-mind withdrawal period. However, this exclusion does not remove a customer’s rights when goods are faulty, incorrectly described, or otherwise fail to meet applicable legal requirements.

For non-personalized products, statutory cancellation or withdrawal rights may apply. Where local consumer law provides stronger protection than this policy, the applicable legal rights will take priority.

United States Customers

Return and refund rights may vary by state. Darkmuse will honor any mandatory consumer rights that apply to the customer’s purchase.

This policy does not exclude remedies that cannot legally be waived or restricted.

Contact Us

To report an order issue or ask about a possible resolution, email:

support@darkmuse.co

Please include your order number in the subject line so we can locate your purchase and assist you more efficiently.