Repair Policy & Warranty
At BIWAKO, we take pride in crafting exquisite and responsibly sourced pearls that are born stunning and built to last. We are confident in the quality of our products, which is why we offer a warranty coverage for your peace of mind.
Under our new warranty terms, your BIWAKO pieces are now covered for a full year from the date of purchase, with the option for lifetime repairs. After the initial year, a nominal fee may apply for repairs. Please note that the cost of shipping to and from our facilities will be the responsibility of the customer.
During the first year of warranty coverage, we promise to provide comprehensive support and protection against any damage caused to the materials or workmanship of your cherished piece. However, certain exclusions still apply to the warranty coverage to ensure fairness and clarity. It does not extend to lost items or damages resulting from normal wear and tear, such as minor scratches on pearls or bent/broken chains. Additionally, any alterations or modifications carried out by a third party, not authorized by BIWAKO, will void the warranty.
We strongly encourage you to handle your precious BIWAKO jewelry with the utmost care and refrain from entrusting its repair or resizing to outside jewelers, as this may compromise your eligibility for refunds or replacements under warranty. While we do not offer repair or resizing services, in case your BIWAKO piece exhibits any defects within the warranty period, please don't hesitate to submit the details via email, and our dedicated team will get back to you promptly.
To request warranty service, please include the following information in the email and send your request to info@ibiwako.com.
Your Contact Email
(Be sure to enter a valid email address so our team can reach out to you!)
Order Number
Enter the order number associated with the item. Order number is found on your profile and order confirmation email. If your item is gifted, please enter the purchaser's full name and email address.
Date of Purchase
Date of purchase can be found on your profile and order confirmation email.
Product Name/SKU
Product name can be found on your profile and order confirmation email.
Summary
Please provide a brief description of the damage, including its location, when you first noticed it, or how it occurred.
Your Shipping Address
Please provide your shipping address where we will send the repaired pieces to. Please note that we do not ship to PO Box or military addresses.
Attachment
Please submit the photo of damaged pieces as attachments to this email.
To avail of our enhanced warranty benefits, ensure your purchase is made directly through ibiwako.com or our authorized BIWAKO Facebook and Instagram stores. Items acquired from third-party vendors fall outside the scope of our warranty coverage, and we advise reaching out to the specific company from which the items were purchased.
To initiate a warranty request, please utilize the provided form, and our team will diligently respond within 24 hours, furnishing you with additional details and guidance.
Thank you for being a part of the BIWAKO family. We remain committed to crafting exceptional jewelry and providing exceptional customer service to ensure your utmost satisfaction.