Warranty & Repairs

At XMQ Jewelry, we want every piece you choose to be part of your personal story for as long as possible.

We understand that jewelry can hold special meaning, whether it represents your zodiac sign, a personal intention, or a moment worth remembering. That's why we're committed to helping you understand how our warranty and repair support works, should you ever need assistance with your purchase.

If you experience an issue with your XMQ Jewelry piece, we're here to help you explore the next steps.

Contact Our Support Team

Our Warranty Promise

We want you to feel confident when shopping with XMQ Jewelry. If you believe your item has a manufacturing defect or arrived with a quality issue, please contact us so we can review your concern.

Warranty eligibility is subject to the applicable warranty terms, the nature of the issue, and the condition of the item.

Our team will review the information you provide and explain the available options based on your situation and our warranty policy.

Please note that this page does not replace your applicable consumer rights under local law.

What's Covered?

Depending on the applicable warranty terms, eligible claims may include:

Manufacturing Defects

Issues resulting from a manufacturing defect that affect the item's intended use or construction.

Quality Issues on Arrival

Jewelry that arrives with a defect or damage that appears to have occurred before delivery.

Other Eligible Product Issues

Other issues that meet the conditions of our applicable warranty policy.

Each claim is reviewed individually. We may request photos, order details, or additional information to help us assess the issue.

What's Generally Not Covered?

The following issues may fall outside warranty coverage, depending on the applicable terms:

Normal Wear and Tear

Gradual changes resulting from regular use, including surface wear, scratches, and the gradual loss of a decorative finish.

Improper Care or Accidental Damage

Damage associated with dropping, impact, pulling, bending, improper storage, or exposure to unsuitable cleaning products or chemicals.

Water, Chemicals, and Environmental Exposure

Changes associated with prolonged exposure to water, saltwater, chlorine, perfumes, lotions, or other substances that may affect certain metals, coatings, or stones.

Unauthorized Repairs or Modifications

Damage resulting from repairs, alterations, or modifications performed by unauthorized third parties.

Lost or Missing Items

Lost jewelry or missing items after delivery may not qualify for warranty coverage.

These examples are general guidelines. The final determination will depend on the specific issue, the applicable warranty terms, and any consumer protections that apply to your purchase.

Repairs & Assistance

Can My Jewelry Be Repaired?

Some jewelry issues may be repairable, while others may not be practical to fix.

Repair options depend on the material, design, type of damage, and availability of suitable parts or replacement components.

Because alloy jewelry, stainless steel pieces, and crystal or natural stone designs have different construction and care requirements, not every item can be repaired in the same way.

Please contact us with details of the issue before attempting a repair yourself or sending an item to us.

Are Repairs Free?

Repair costs depend on the nature of the issue and whether it qualifies under the applicable warranty terms.

If an issue is not covered, we can review the circumstances and advise you whether any alternative solution is available. Any applicable repair fees or shipping costs should be confirmed with you before proceeding.

What If My Jewelry Cannot Be Repaired?

If a repair is not feasible, we'll explain the available options based on the circumstances, applicable warranty terms, and our current after-sales capabilities.

Depending on the case, an alternative solution may be considered, but replacement, refund, or other remedies are not guaranteed unless required by the applicable policy or law.

How to Submit a Warranty or Repair Request

Step 1: Contact Us

Reach out through our Contact Us page or the customer support email listed on our website.

Step 2: Provide Your Order Details

Please include your order number, the item name, and the approximate date of purchase.

Step 3: Describe the Issue

Explain what happened and when you first noticed the problem. Clear photos of the item and the affected area will help us understand your concern.

Step 4: Wait for Our Instructions

Our team will review your request and advise you on the next steps, including any additional information needed, applicable fees, and available options.

Please do not send an item back before receiving return or repair instructions from our team.

Submit a Warranty or Repair Request

Caring for Your Jewelry

A little care can help preserve the appearance of your jewelry over time.

Store your jewelry in a clean, dry place when not in use.

Avoid prolonged exposure to water, chlorine, saltwater, perfumes, and harsh chemicals.

Remove jewelry before swimming, showering, exercising, or engaging in activities that may cause impact or damage.

Clean gently using a soft cloth and follow the care instructions for the specific material.

Store individual pieces separately when possible to reduce scratches, tangling, and friction.

Different materials and finishes require different care routines. For more information, please visit our Our Materials page.

FAQs

Q: How long is my jewelry covered by the warranty?

A: Warranty duration and coverage depend on the terms applicable to your purchase. Please refer to the warranty information provided with your order or contact our support team for clarification.

Q: Do I need proof of purchase?

A: We may request your order number, purchase confirmation, or other information to verify your purchase and assess your claim.

Q: What if my jewelry breaks shortly after delivery?

A: Please contact us as soon as possible and provide your order details and clear photos of the issue. We'll review the circumstances and advise you on the appropriate next steps.

Q: Can I repair my jewelry at a local jewelry shop?

A: You may wish to consult a local jeweler, but we recommend contacting us before arranging third-party repairs. Unauthorized repairs may affect warranty eligibility where permitted by the applicable terms.

Q: How long does the warranty or repair review take?

A: Review times may vary depending on the issue and the information required. We'll let you know if further details are needed and provide an update when possible.

Q: Can I request a refund instead of a repair?

A: Available remedies depend on the nature of the issue, our applicable policies, and your rights under local consumer protection laws. Please contact our team so we can review your situation.