HELP & FAQs

ORDER & PAYMENT

WHAT PAYMENT METHODS MAY I USE ON THE WEBSITE?

All transactions are securely processed via Stripe, supporting all major payment methods including Visa, Visa Debit, Maestro, MasterCard, American Express, Discover, Diners Club, JCB, PayPal, Shop Pay, Apple Pay and Google Pay.
ORDER CONFIRMATION

Once your purchase is complete, you’ll receive an Order Confirmation email.

If it doesn’t appear in your inbox, please check your junk or spam folders. Should you still be unable to locate it, kindly reach out to our Customer Service via the Contact Us form, and we will gladly resend the confirmation for your reference.
HOW MAY I CHECK THE STATUS OF MY ORDER?

To check the status of your order, you may log in to your RawMaison account.

After confirmation of your order, you will receive an email notification from the us. You will be notified about the status of your shipment with each new update. For accurate delivery updates, please refer to your order’s tracking system via the provided tracking link.
HOW CAN I CHANGE OR CANCEL MY ORDER?

If you wish to modify or cancel your order, please contact our Client Relations team as soon as possible. We will do our best to accommodate your request; however, changes cannot be guaranteed once an order has been submitted. Processed orders cannot be cancelled or altered, though items may be returned in accordance with our Conditions of Sale.

Personalised pieces, including engraving or embossing, are final sale and cannot be returned or exchanged.
DO YOU OFFER GIFT WRAPPING?

Each jewellery piece is accompanied by a complimentary signature gift set, featuring a handcrafted brocade box and an elegant paper bag, a presentation as refined and timeless as the piece within.

SHIPPING & DELIVERY

HOW LONG WILL DELIVERY TAKE?

Your RawMaison jewellery will be delivered worldwide within 7–15 business days*.

Each piece is crafted with hand, and limited editions may require additional time. We will notify you promptly if this affects your order, ensuring a seamless experience from our atelier to your doorstep.
WHAT ARE THE SHIPPING FEES?

All online transactions are entitled to complimentary delivery globally.

IF I PURCHASE MORE THAN ONE ITEM, MAY I SHIP MY ORDER TO MULTIPLE ADDRESSES?

Each order is delivered to a single address. For multiple items, we recommend placing separate orders.

RETURNS & EXCHANGES

UNDER WHAT CIRCUMSTANCES MAY I RETURN AN ITEM?

Returns are accepted only for items that are unworn and in pristine condition, within 30 days of purchase.

For full details, please refer to our Returns & Exchanges Policy.
HOW MAY I RETURN AN ITEM?

All returns are subject to inspection by our team. Items must be in pristine condition and returned within 30 days of purchase. Personalised creations cannot be returned.

Refunds will be processed to your original method of payment within 14 business days, subject to your bank’s processing times.

For full details on returns and exchanges, please refer to our Returns & Exchanges Policy or contact our Client Relations team.
HOW MAY I EXCHANGE AN ITEM?

All exchanges are subject to inspection by our team. Items must be in pristine condition and returned within 30 days of purchase. Personalised creations cannot be exchanged.

For full details on returns and exchanges, please refer to our Returns & Exchanges Policy or contact our Client Relations team.
HOW LONG DOES IT TAKE TO RECEIVE A REFUND?

Refunds are typically processed to your original method of payment within 14 business days, depending on your bank. In the event of needing a follow up, please contact your bank for further support.

WARRANTY & CARE

PRESERVING YOUR JEWELLERY

To preserve the beauty of each piece, store jewellery individually in a RawMaison soft-lined box or pouch to avoid tangling or scratches. Keep gold vermeil and silver items in a cool, dark, and dry place.

Discover more tips on caring for, storing, and cleaning your pieces on our Jewellery Care page.
ONE YEAR WARRANTY

All RawMaison jewellery is covered by a one-year warranty against manufacturing defects, including breakage or tarnishing. Should any issue arise, we are committed to replacing your piece promptly and at no cost.

For any questions regarding your warranty or coverage, please contact our Client Relations team.

PRODUCT SIZING

FINDING YOUR RING SIZE

Discover your perfect fit with our Jewellery Size Guide featuring step-by-step instructions for measuring your finger or an existing ring.

Still unsure? Our Client Relations team is always available to assist you.