Returns & Refunds
Return Eligibility
We offer a 30-day return window for all customers, starting from the day your order is delivered or collected. This exceeds the 14-day right of withdrawal required under EU consumer law.
To be eligible for a return, items must:
- Be unused and in their original condition, with no signs of wear or damage
- Include all original packaging: box, pouch, tags, and any cards
- Be returned from the same country to which they were delivered
Please note:
- Earrings must be unworn for hygiene reasons
- We recommend shipping returns in a hard box rather than an envelope, particularly for rings and earrings
- We reserve the right to refuse returns that do not meet these conditions
Non-returnable items:
- Gift cards
How to Register a Return
We've made returning easy. Use our self-service returns portal to start a return or to exercise your EU right of withdrawal — no need to contact us first.
You'll need:
- Your order number (found in your order confirmation email)
- The email address used to place the order
Select your country below to start your return and receive instructions specific to your region.
Please note: Return shipping costs are the responsibility of the customer for all orders. We strongly recommend using a tracked shipping service. PROTSAAH is not responsible for returns lost in transit.
Returns from Switzerland
Register your return via our returns portal. After selecting the items you wish to return and confirming your shipping method, you will receive shipping instructions. Drop your parcel off at your nearest Swiss Post branch.
Please note: QR code labels are not currently available for Swiss returns.
Returns from Germany, Austria & the EU
Register your return via our returns portal using your order number and email address. Once registered, you will receive shipping instructions by email. Please arrange and pay for your return shipment independently.
Returns from the UK
Register your return via our returns portal using your order number and email address. Once registered, you will receive shipping instructions. Please arrange and pay for your return shipment independently.
Returns from the USA
Register your return via our returns portal. Once registered, follow the shipping instructions provided. Please arrange and pay for your return shipment independently.
EU & International Returns
Register your return via our returns portal. Shipping instructions will be provided based on your location. Please arrange and pay for your return shipment independently.
Please note: PROTSAAH is unable to facilitate international exchanges due to differences in collections, pricing, taxes, and local legal requirements. If you are located outside of your original purchase country, please contact us at service@protsaah.com before initiating a return.
All returns must be sent to:
Shrestha Designs
Grundhofstrasse 1
8704 Herrliberg
Switzerland
Refunds
Once we receive your return, please allow up to 10–15 business days for our team to inspect and process it. You will receive a confirmation email once processed.
Refunds are issued to the original payment method only. Depending on your bank or payment provider, it may take an additional 5–10 business days for the funds to appear in your account.
Credit & Debit Card
Processed as a standard card refund. Allow 5–10 business days from the date of processing. If your card has been cancelled or reissued, your bank will redirect the funds automatically.
Debit Visa (in-store purchases)
Must be processed in-store with the original card present. Refunds are processed same day.
PayPal
Refunded directly to your PayPal account. You will receive a notification from PayPal. Allow 5–10 business days for funds to appear in your linked bank account.
Gift Card
If your original purchase was made using a gift card, your refund will be issued as store credit to your PROTSAAH account. If you do not have an account, you can create one by clicking Sign In.
Gifts
If you received a PROTSAAH item as a gift and would like to return it, we can offer store credit once the item is returned in its original, unworn condition. Please reach out to us at service@protsaah.com to get started.
Gift cards are non-refundable and cannot be exchanged for cash.
Questions?
Contact us at service@protsaah.com — we're happy to help.