Eloria Jewels – Return & Refund Policy

At Eloria Jewels, we are committed to offering elegant, carefully selected earrings for everyday wear, gifting, and special occasions. When something is wrong with your order, our team will review the matter and provide an appropriate solution.

✅ Eligibility for a Return or Refund

You may request a return or refund within 14 days of receiving your order when:

• You contact us within the 14-day return period
• The earrings are unused and unworn
• The hygiene seal remains intact, where provided
• The item is in its original packaging
• All tags, inserts, and accessories are included
• The item remains in its original, resellable condition
• The item is damaged, defective, incomplete, or incorrect
• You can provide valid proof of purchase

🚫 Non-Refundable Items

We do not accept returns or refunds for:

• Earrings that have been worn or tried on after the hygiene seal was removed
• Items returned without their original packaging
• Custom, personalised, or made-to-order products
• Final-sale or clearance products
• Products marked as non-returnable at checkout
• Items damaged due to misuse or improper handling
• Damage caused by drops, impact, bending, or excessive force
• Scratches, tarnishing, fading, or stone loss caused after delivery
• Damage caused by perfume, lotion, makeup, chemicals, moisture, or improper cleaning
• Items returned after the 14-day return period

For hygiene reasons, earrings with a removed or damaged hygiene seal cannot normally be returned unless they arrived damaged, defective, or incorrect.

📝 How to Request a Return

To request a return, please contact our customer support team through our Contact Us page.

Please provide:

• Your order number
• Your full name and contact details
• The name of the affected product
• A brief explanation of the issue
• Clear photos or videos of the earrings
• Photos of the jewelry box, outer packaging, and shipping label where applicable

Please keep the product and all original packaging until your request has been reviewed.

🔄 Return and Refund Process

1. Review and Approval

Our team will review your request and may ask for additional information, photos, or videos.

Submitting a return request does not automatically confirm approval.

2. Return Instructions

When your return is approved, we will provide:

• The return address
• Packaging instructions
• Shipping instructions
• Any other information needed to complete the return

All returns must be approved before being sent.

Items returned without prior approval may not be accepted or refunded.

3. Return Shipping Costs

The customer is responsible for return shipping costs when:

• The customer changes their mind
• The wrong design, colour, size, or finish was selected
• The item is no longer wanted
• The return is unrelated to a defect or order error

Eloria Jewels will cover reasonable return shipping costs when:

• The item is defective
• The item arrived damaged
• The wrong product was delivered
• The order arrived incomplete due to our error

Where available, we may provide a prepaid return label or reimburse approved return postage.

Please do not use an express or expensive return service without prior approval.

4. Return Inspection

After receiving the returned item, we will check that:

• The correct product has been returned
• The earrings are unworn
• The hygiene seal remains intact, where applicable
• The product is in its original condition
• All packaging, tags, inserts, and accessories are included
• The item meets our return requirements

We will notify you after the inspection has been completed.

5. Refund Issuance

Once the return has been received, inspected, and approved:

• The refund will be issued to the original payment method
• Processing normally takes 5–7 business days
• Your bank or payment provider may require additional time to show the refunded amount

Refunds cannot normally be sent to another card, bank account, or payment method.

📦 Damaged, Defective, or Incorrect Products

Please contact us within 48 hours of delivery when your order arrives damaged, defective, incomplete, or incorrect.

Please provide:

• Your order number
• A clear description of the issue
• Photos or videos of the earrings
• Photos of the jewelry box and outer packaging
• A photo of the shipping label

After reviewing the matter, we may offer:

• A replacement
• A full or partial refund
• Store credit where agreed
• Another suitable solution

Please do not wear, repair, alter, discard, or return the affected item before receiving instructions from our team.

🔁 Exchanges

Eligible products may be exchanged within 14 days of delivery, subject to approval and product availability.

When the replacement product has a different price:

• You may be required to pay the difference
• Any eligible difference may be refunded to the original payment method

Customers are normally responsible for exchange shipping costs unless the original item was damaged, defective, incomplete, or incorrect.

❌ Order Cancellation

Orders may be cancelled within 24 hours of being placed, provided they have not already been processed, personalised, or shipped.

Please contact our support team as soon as possible and provide your order number.

A cancellation request submitted within the permitted period and before shipment may be approved and refunded.

Orders cannot normally be cancelled after dispatch. In this case, the customer may need to receive the order and request a return under this policy.

Approved cancellation refunds normally take 5–7 business days.

💳 Shipping Fees

Original shipping charges are normally non-refundable.

Shipping fees may be refunded when:

• The item arrived damaged or defective
• The wrong item was delivered
• The order could not be completed due to an error by Eloria Jewels
• Applicable consumer law requires the fee to be refunded

Express and priority delivery charges may not be refundable unless the selected service was not provided as stated.

📌 Important Information

• All returns require prior approval
• Proof of purchase may be required
• Returned items should be sent using a trackable shipping service
• Eloria Jewels is not responsible for return parcels lost during transit
• Returns showing signs of wear, alteration, damage, or missing packaging may be rejected
• Refund amounts may be reduced when an item is returned damaged or incomplete
• Fraudulent, abusive, or suspicious return requests may be declined
• This policy does not reduce any mandatory consumer rights available under applicable law

💬 Need Help?

For questions regarding returns, exchanges, cancellations, or refunds, please visit our Contact Us page.

Our support team will assist you with your Eloria Jewels order.