Free alterations, for as long as you wear it
Every XINSU bracelet is hand-strung in our studio, so we can always take it apart and put it right. Alterations are covered by us — you never pay for the work.
What is covered
- Size change — within 60 days. We re-string the bracelet to any wrist size, free. You pay the postage to us; we cover the postage back to you.
- Stretched or snapped cord — within 12 months. Free restringing with new elastic, no questions asked.
- Not what you ordered. If the wrist size, the stones, or the order of the stones does not match what you configured, we remake it free and cover postage both ways.
- Stone swap — within 14 days. Swap any stone for another. Labour is free; you pay only the difference if the new stone costs more, and we refund the difference if it costs less.
How to start an alteration
- Send us a message through the contact form with your order number and a photo of the bracelet.
- We reply within one working day with the return address and a short form to print.
- Post it back in any padded envelope — please keep the tracking number.
- We alter it and send it back. Most alterations are five to seven working days door to door.
What is not covered
- Loss or theft, or damage from knocks and drops.
- Damage from perfume, chlorine, salt water or household cleaners.
- Work already carried out by another jeweller.
- A change of mind after 14 days — that is a return, not an alteration. See Shipping & returns.
One honest note
Because every bracelet is strung after you order, a remake uses the same stones where we still have them. If a stone has sold out in the meantime, we will offer you the closest match, or refund that stone.
Questions
Write to us any time through the contact form. A person reads every message — usually within one working day, Monday to Friday.