Last updated: July 27, 2026

Thank you for shopping at SIGLO. We aim to provide a clear, reliable and comfortable international shopping experience. This policy explains how we process orders, arrange delivery, handle returns and issue refunds.

Statutory Consumer Rights

This policy works alongside the mandatory consumer rights available in your country or region. It does not remove, restrict or replace any legal rights that cannot lawfully be excluded.

If local consumer law provides stronger protection, those legal rights will apply.

Shipping Policy

1. Order Processing Time

We normally process orders within 1–3 business days, excluding weekends and public holidays.

Orders placed after 2:00 PM may begin processing on the next business day. During holidays, promotions or periods of high demand, processing may require an additional 1–2 business days.

Once we dispatch your order, we will send a shipping confirmation email with your tracking information.

2. Shipping Carriers

We normally use YunExpress for standard international delivery. A trusted local postal or courier partner will usually complete the final delivery in your country.

For express orders, we may use DHL, FedEx, EMS or another equivalent international courier. The selected carrier may vary according to the destination, parcel weight and service availability.

3. Free Standard Shipping

SIGLO offers free standard shipping on all orders, with no minimum purchase requirement.

  • United States: 7–18 business days
  • United Kingdom: 7–18 business days
  • European Union: 7–20 business days
  • Australia, Canada and New Zealand: 7–20 business days
  • Other supported destinations: 7–20 business days

These delivery times are estimates rather than guaranteed dates. However, customs inspections, public holidays, severe weather, transportation disruption or remote-area delivery may occasionally cause delays.

4. Express Shipping

Express shipping is available for selected destinations upon request. Delivery normally takes approximately 7–10 business days after dispatch.

To request express shipping, email SIGLO.VIPS@outlook.com and include your order number and delivery country.

Because the price depends on the destination, parcel weight and selected courier, we will provide a quotation before confirming the upgrade.

5. Duties, Taxes and Customs Fees

SIGLO aims to use duties-paid or tax-prepaid shipping services whenever they are available.

For supported destinations, the amount charged at checkout includes the import duties, VAT, taxes and customs charges arranged through our delivery service. Therefore, customers should not normally need to pay additional fees when the parcel arrives.

If prepaid-duty delivery is unavailable for your destination, we will contact you before dispatch. You may then continue with another delivery method or cancel the order for a full refund.

If a customs authority or courier unexpectedly charges you despite our prepaid-duty arrangement, please send us:

  • Your order number
  • The official customs or courier invoice
  • Proof of payment

After verification, we will review the charge and arrange reimbursement according to this policy.

6. Customs Processing

We prepare the required shipping and customs documents with our logistics partners. Even so, customs authorities may select a parcel for routine inspection.

Customers must provide accurate contact and delivery information. In addition, they must respond to reasonable requests from customs authorities or delivery carriers.

7. Order Tracking

After dispatch, we will email your tracking number and available delivery updates.

Please allow 24–48 hours for the tracking system to display the first update. If no information appears after that period, contact us for assistance.

8. Shipping Restrictions

We ship to most countries and regions supported by our delivery partners. However, remote locations may require additional delivery time.

If we cannot deliver to the address provided, we will offer an alternative shipping option or issue a full refund.

9. Incorrect or Incomplete Address

Please check your shipping address carefully before completing your order.

If you notice an error, contact SIGLO.VIPS@outlook.com immediately. We can update the address only before dispatch.

Once the parcel has shipped, the carrier may not be able to change the destination. If the carrier returns the package because the customer provided an incorrect or incomplete address, reasonable reshipping costs may apply.

10. Delayed or Lost Packages

If your order has not arrived within the estimated delivery period, contact us so we can investigate with the carrier.

When the carrier confirms that a parcel was lost in transit, we will offer an appropriate solution. Depending on product availability and applicable consumer law, this may include a replacement or a full refund.

11. Packages Marked as Delivered but Not Received

If tracking shows delivery but you cannot locate the parcel, first check with household members, neighbors, building reception and the local delivery office.

After that, contact us as soon as possible. We will review the tracking record and open an investigation with the carrier. Based on the available evidence, we may offer a replacement or refund.

12. Damaged Packages

If your parcel arrives damaged, keep the item and all original packaging. Then take clear photographs of the product, shipping label and outer packaging.

Please contact us as soon as possible, preferably within 7 days of delivery. Reporting the issue quickly helps us investigate. However, this timeframe does not remove any statutory consumer rights.

Return and Refund Policy

13. 30-Day Return Window

We accept eligible returns within 30 days from the delivery date.

For a change-of-mind return, the product must meet all of the following conditions:

  • Unworn and unused
  • Undamaged and unaltered
  • Returned in its original condition
  • Complete with packaging, tags, certificates and accessories
  • Free from perfume, cosmetics, stains and signs of wear

If the returned item does not meet these conditions, we may reduce or refuse the refund where the law allows.

14. Items Not Eligible for Change-of-Mind Returns

The following products are generally not eligible for change-of-mind returns:

  • Personalized or custom-made products
  • Engraved products
  • Custom-sized or specially altered items
  • Products clearly marked as Final Sale
  • Items showing wear, damage, alteration or misuse
  • Pierced jewelry with opened hygiene packaging

These exclusions do not apply when an item is defective, damaged, incorrect, not as described or otherwise protected by mandatory consumer law.

15. Earrings and Pierced Jewelry

For hygiene reasons, we accept change-of-mind returns for earrings and other pierced jewelry only when:

  • The customer has not worn or tried on the item
  • The original hygiene packaging remains sealed
  • The hygiene seal remains intact

However, customers may still return defective, damaged, incorrect or misdescribed pierced jewelry.

16. How to Start a Return

Before sending an item back, email SIGLO.VIPS@outlook.com.

Please include:

  • Your full name
  • Your order number
  • The item you wish to return
  • The reason for the return
  • Photographs if the item is damaged, defective or incorrect

Once we approve the request, we will provide a Return Authorization number, the correct return address and shipping instructions.

Please do not send a return without approval. Packages sent to an incorrect address may be delayed or returned to the sender.

17. Return Shipping Costs

For defective, damaged, incorrect or misdescribed products, SIGLO will cover reasonable return shipping costs. We may provide a prepaid return label or reimburse an approved shipping expense.

For change-of-mind returns, the customer normally pays the return shipping cost. Therefore, we recommend using a tracked delivery service.

If local consumer law requires SIGLO to cover additional costs, the applicable legal requirement will apply.

18. International Returns

We accept eligible international returns within the applicable return period.

For change-of-mind returns, customers normally pay the return shipping cost. When completing customs documents, describe the parcel accurately as returned goods and follow the instructions provided by SIGLO and the carrier.

19. Return Inspection

Once we receive the returned item, our team will inspect its condition.

We will then email you to confirm:

  • Receipt of the return
  • The inspection result
  • Approval or rejection of the refund

If the item shows signs of use, damage, missing parts or unauthorized alteration, we may reduce or refuse the refund where permitted by law.

20. Refund Process

We normally process approved refunds within 5–7 business days after inspection.

SIGLO will send the refund to the original payment method used for the order. After processing, your bank or payment provider may need an additional 3–10 business days to display the funds.

We do not charge a restocking fee for approved eligible returns.

21. Original Shipping and Express Fees

Standard shipping is free, so there is no separate standard shipping fee to refund.

Optional express shipping upgrade fees are generally non-refundable after dispatch when the customer changes their mind.

However, if SIGLO sent a defective, damaged or incorrect item, we will provide the remedy required by this policy and applicable consumer law.

22. Exchanges

Customers may request an exchange for another size or style, subject to availability.

For change-of-mind exchanges, the customer normally pays to return the original item. If the replacement costs more, the customer must pay the difference. If it costs less, SIGLO will refund the difference.

We normally send approved replacement items with free standard shipping.

23. Damaged, Defective or Incorrect Items

If you receive a damaged, defective, incorrect or materially misdescribed product, contact us as soon as possible.

Please provide your order number, a description of the problem and clear photographs or video.

Depending on the circumstances, we may offer:

  • Repair
  • Replacement
  • Full refund
  • Partial refund

Contacting us within 7 days helps us investigate quickly. Nevertheless, reporting the issue later does not automatically remove any statutory rights.

24. Order Cancellations

Contact us immediately if you wish to cancel an order.

If we have not processed or dispatched it, we will make reasonable efforts to cancel the order and issue a refund.

If the parcel has already shipped, you may need to follow the return process after delivery.

Lifetime Maintenance Service

25. Complimentary Jewelry Maintenance

SIGLO offers complimentary lifetime maintenance for eligible SIGLO jewelry purchased by the original customer, subject to proof of purchase.

The service may include:

  • Professional cleaning
  • Polishing
  • Stone tightening and inspection
  • Rhodium replating for eligible rhodium-plated sterling silver items

The customer pays to send the jewelry to our designated service facility. After completing the approved maintenance, SIGLO will cover standard return shipping.

26. Maintenance Service Exclusions

The complimentary service does not normally include:

  • Replacement of missing gemstones
  • Replacement parts
  • Accidentally broken chains or clasps
  • Scratches, dents or deformation caused by impact
  • Damage caused by misuse or harsh chemicals
  • Unauthorized repairs or modifications
  • Normal material loss caused by prolonged wear

If the jewelry requires paid parts or repair work, we will provide a quotation before continuing.

Contact SIGLO

For questions about shipping, returns, refunds, exchanges or maintenance, contact:

Email: SIGLO.VIPS@outlook.com

Please include your order number whenever possible so that we can assist you more quickly.