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Returns & Exchanges Policy

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Last Updated: August 13, 2026

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At CIENNA BROOKLYN, we take pride in delivering high-quality accessories and a smooth shopping experience. Please review our Returns & Exchanges Policy carefully before making a purchase.

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If you're not fully satisfied with your purchase, please review the following policy.

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1. Eligibility for Returns & Exchanges​

We accept returns or exchanges on eligible full-priced items only, provided that:

  • The item is unworn, unused, and in its original condition.

  • The return request is submitted within 14 days of the delivery date.

  • All original packaging is included and undamaged.

  • Any free gifts included with the original purchase must be returned. If a free gift is not returned or is returned with damages, your refund will not be processed.

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Customers are responsible for the cost of return shipping. We recommend using a tracked shipping method, as CIENNA BROOKLYN is not responsible for lost or damaged return shipments.

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Once we receive your return, the item(s) will be inspected by our team. If the item(s) meet all of the requirements above, the refund will be processed to the original payment method. Please allow up to 15 days for the funds to appear in your account.

Customers may alternatively choose to receive store credit in the form of an eGift Card, which does not expire.

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We are unable to provide refunds for items that do not meet the above requirements. Please see the exceptions below.

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Exceptions

  • Items purchased at a discounted price may be returned for store credit, provided all other return conditions are met.

  • Items marked FINAL SALE, including clearance items and items discounted by 60% or more, cannot be returned or exchanged.

  • If original packaging is damaged or missing, the return will be subject to a $15 fee, and the remaining eligible amount will be issued as store credit in the form of an eGift Card.

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2. Exchanges​

If you receive an incorrect item, we will replace it with the correct item.

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Please contact us at support@ciennabrooklyn.ca with your name, order number, photos, and a description of the issue.

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Please note: We must be notified of incorrect items within 48 hours of delivery. Claims submitted after this 48-hour period will not be accepted.

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3. Non-Returnable Items​

The following items cannot be returned or exchanged:

  • Earrings, for hygiene reasons, unless they arrive with a qualifying manufacturing defect

  • FINAL SALE items

  • Items discounted by 60% or more

  • Clearance items

  • Items received through a subscription box

  • eGift Cards

  • Polishing cloths

  • Items showing signs of wear, damage, misuse, or improper care

  • Items that have been altered, modified, or repaired after purchase

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4. Return Shipping​

Customers are responsible for return shipping costs, except in the case of incorrect items.

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  • Original shipping fees are non-refundable.

  • We recommend using a trackable shipping method.

  • CIENNA BROOKLYN is not responsible for return shipments that are lost or damaged in transit.

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5. Inspection & Approval​

All returned items are subject to inspection.

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CIENNA BROOKLYN reserves the right to deny a return or exchange if an item does not meet the eligibility requirements outlined in this policy.

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6. Manufacturing Defects​

If your item arrives with a suspected manufacturing defect, please contact us within 48 hours of delivery and provide clear photos or videos showing the issue.

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Each case will be reviewed individually. If CIENNA BROOKLYN determines that an item arrived with a manufacturing defect, we may, at our discretion, offer a replacement or another appropriate resolution.

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This policy does not constitute or provide an ongoing warranty on jewelry.

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Jewelry may naturally experience changes in appearance over time, including tarnishing, discoloration, fading, oxidation, or changes caused by exposure to water, moisture, chemicals, perfumes, lotions, sweat, or other environmental factors. These changes are considered normal wear and are not eligible for refunds, replacements, or exchanges.

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7. General Care​

To help maintain the appearance of your jewelry, we recommend following the care instructions provided with your purchase and avoiding prolonged exposure to water, moisture, chemicals, perfumes, lotions, and other substances that may affect the jewelry's appearance. Although most CIENNA BROOKLYN jewelry pieces are waterproof and tarnish-resistant, they are not invincible. Proper care is still required to help maintain their appearance and maximize their longevity.

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For more information, please visit our FAQs page or contact us at support@ciennabrooklyn.ca.

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