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Domestic Exchange Policy
Custom Orders
- Custom orders are final and cannot be cancelled, returned, or exchanged.
- Custom and modified ring orders may be resized subject to applicable resizing fees.
Standard Orders
- Once a standard order is confirmed, it cannot be cancelled or returned, and can only be exchanged for another jewellery item.
- We offer complimentary seven (7) day exchanges for standard jewellery items. If you are not satisfied with your purchase, simply return it within seven (7) days for an exchange.
For eligible orders, exchange and resize timelines begin on the date the item is received by you or collected in person.
If you request a later delivery date, the seven-day period begins on the date the item was first available for collection or delivered.
Clients residing in Sri Lanka are eligible for one complimentary ring resizing for standard ring styles within seven (7) days of receiving the item. After this period, resizing will incur a fee.
Please note: Eternity rings cannot be resized due to their design.
If a ring is resized at the time of purchase, any subsequent resizing will be subject to fees.
Items that have been modified, previously exchanged, personalised (engraved, etched, embossed, etc.), and layaway orders after seven (7) days are not eligible for exchanges.
Engraving & Personalisation Policy
- Complimentary engraving is available for items priced above Rs. 300,000.
- For items below Rs. 300,000, engraving services are available for Rs. 10,000.
- Personalised items (engraved, etched, embossed, etc.) are not eligible for returns or exchanges.
Gifts
- Gift recipients are entitled to a non-refundable merchandise credit, valid for seven (7) days from the date of purchase.
- Personalised custom gift items are not eligible for exchange or merchandise credit.
- Gift cards are non-transferable, not redeemable for cash, and non-refundable.
Any unused amount will remain available for future purchases using the same gift card reference code.
The Firefly Ceylon is not responsible for lost or stolen gift cards.
Domestic Exchange Process
Clients and gift recipients within Sri Lanka may exchange a product within seven (7) days from the date of receiving or collecting the item, provided it meets the exchange policy.
Steps:
- Contact us via Call/WhatsApp at +94 77 115 5641 or email info@thefireflyceylon.com to reserve an appointment.
- Visit our office on the scheduled date with:
- Product in new, unused, undamaged condition.
- All protective materials intact.
- Original The Firefly Ceylon box and packaging.
- All accessories, certificates, and invoices.
We will not accept items showing signs of wear, use, or alteration.
Bangles, bracelets, and chains adjusted at the client’s request must be returned with the exact same number of links as provided originally.
All items undergo strict Quality Control (QC).
If QC requirements are not met, the exchange will be refused.
If the returned product passes QC, clients may select another jewellery item of equal or higher value. Any price difference must be paid by the client.
International Return Policy
Custom Orders
Custom orders are final and cannot be cancelled, returned, or exchanged.
Custom and modified ring orders may be resized subject to resize fees.
Standard Orders
We offer free returns within seven (7) days for international ready-made orders.
Return, exchange, and resize timelines begin when the item is received through FedEx.
Free resizing and exchanges are available internationally but are subject to shipping charges.
Eternity rings cannot be resized.
Items that have been modified, exchanged previously, or personalised are not eligible for return.
Exchanges take approximately 14 business days after receiving the item.
Gifts (International)
Same policy as domestic:
- Non-refundable merchandise credit within seven (7) days.
- Personalised custom orders are not eligible.
- Gift cards are non-transferable and cannot be redeemed for cash.
- Unused amounts remain on the same gift card code.
International Return Process
- Visit our RETURN page and submit your return request.
- After submission, we will contact you via email with:
- Return Shipping Authorisation (RSA) code.
- FedEx Return Airway Bill.
RSA codes are valid for seven (7) days. If expired, email info@thefireflyceylon.com to request a new one.
Write your RSA code on the package and include all original packaging (except certificates for resizing-only returns).
Bangles, bracelets, and chains must be returned with the same number of links.
Follow mandatory “double-boxing” guidelines for FedEx-insured shipments. Improper packaging will be refused.
The Firefly Ceylon and FedEx are not responsible for packages handled at non-staffed drop-off points. Always obtain a shipping receipt.
For security reasons, do not write words like jewellery, diamonds, gemstones, or “The Firefly Ceylon” on the package.
If required by customs, describe contents as “Antique Sample” or “Rock Crystal Sample.”
Send returns to:
94/3, Dharmapala Mawatha, Colombo 07, Sri Lanka
Items will undergo strict Quality Control. If the product fails QC, it will be returned to the customer.
Refund processing time:
- FedEx return receipt → 14 business days QC → refund sent
- Banks may take 7–10 additional days to credit the funds
- Wire refunds above $1000: 7–10 business days
- Wire refunds below $1000: refunded via cheque
Only the original purchaser may request a full refund.
Exchange Process (International)
Once the exchange item is selected:
- An invoice will be emailed, detailing:
- Value of the returned product
- Price of the new item
- Balance amount payable
- Once payment is made, we will email you the shipment schedule and tracking details.
Support
For any questions about returns or exchanges, please contact us: