Frequently Asked Questions
Lifetime Warranty
All Airrealé jewellery is covered by a Lifetime Manufacturing Warranty against defects in craftsmanship and production.
If you experience any issue with your piece, the first step is to contact our support team so we can understand the nature of the concern and assist you promptly.
What the Warranty Covers
- Loose or faulty stone settings
- Broken clasps or chains resulting from production faults
- Structural defects in metal or workmanship
What the Warranty Does Not Cover
- Lost or stolen items
- Normal wear and tear, scratches, dents, or bent rings
- Damage caused by accidents, misuse, or improper care
Customers are responsible for the shipping cost when sending an item to us for inspection or repair.
If a manufacturing defect is confirmed, Airrealé will:
- Cover the return shipping cost
- Refund the original shipping cost paid by the customer to send the item to us
Repair times vary depending on the piece and complexity of the work; however, we aim to complete all warranty repairs within 10 business days of receiving the item.
Resizing
If your jewelry does not fit perfectly, we offer complimentary resizing within 30 days of delivery.
- Minor size adjustments are completed free of charge
- If resizing requires significant additional raw materials (such as extra gold or platinum), only the cost of the additional material will be charged to the customer
Returns & Exchanges
We accept returns within 30 days of confirmed delivery.
To Be Eligible for a Return, Items Must:
- Be unworn and in original condition
- Include all original packaging
- Be accompanied by proof of purchase
Non-Returnable Items
- Custom or personalized pieces
- Engraved items
- Earrings (for hygiene reasons)
Once your return is received and inspected, approved refunds will be processed within 5–10 business days to the original payment method.
Shipping & Delivery
- All orders are shipped with express, fully-insured, and trackable delivery
- Delivery times vary depending on destination and customs processing
- Customers are responsible for any import duties, taxes, or local fees charged by their country
- Tracking details are provided once your order has been dispatched
Airrealé is not responsible for delays caused by customs clearance or courier services beyond our control.
Materials & Authenticity
- We offer both natural and lab-grown diamonds
- Diamonds may include IGI or GIA certification depending on the selected stone and specifications
- Stones below 0.10 carats typically do not include individual certification, certification for smaller stones can be arranged upon request for an additional fee
- Jewellery is primarily crafted in solid 18K gold or Platinum 950
- Alternative materials available upon request
- Nickel-free and hypoallergenic (suitable for sensitive skin)
- Expertly manufactured in Japan under strict quality control
Jewellery Care
- Avoid exposure to chlorine and harsh chemicals
- Apply perfume before wearing jewellery
- Remove jewellery before exercise or swimming
- Store items separately to avoid scratches
- Clean gently with a soft cloth or mild soap and lukewarm water
Sizing & Custom Orders
- Ring and necklace sizing guides available upon request
- Custom or made-to-order items are final sale
- Resizing services may be available depending on design
Payments & Security
- We accept major credit cards and secure digital payment methods
- All transactions are protected using encrypted checkout security
Contact & Support
For assistance, please contact our support team at info@airreale.co
Typical response time: within 1 business day or via our contact form
Airrealé reserves the right to decline warranty or return requests that do not meet the above conditions.
Brand Ambassador
Tokyo Trizzy is an official brand ambassador for Airrealé and any customer request or orders processed via our ambassadors are warmly welcomed.