Refund policy
Our return policy is 30 days, meaning you have 30 days after receiving your item to request a return.
To be eligible for a return, the item must be in the same condition as when you received it: unused, with tags attached, and in its original packaging. You will also need the receipt or proof of purchase. Please note that we do not provide prepaid shipping labels; the return shipping cost will be the buyer's responsibility. Since our products are shipped directly from warehouses in China, any returned items will be sent back to China. Please contact our support team to request the return address.
To initiate a return, you can contact us here.
Defective Items
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can assess the problem and resolve it.
Exceptions / Non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The quickest way to ensure you get what you want is to return the item you have and, once the return has been accepted, make a separate purchase of the new item.
Refunds:
We will notify you once we have received and inspected your return and let you know whether the refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please remember that it may take some time for your bank or credit card issuer to process and send the refund.
If more than 15 business days have passed since we approved your return, please contact us at info@eliana-jewelry.com
Cancellations:
Customers can cancel orders within the first 24 hours of placing them.
To cancel an order, please contact our customer service team via the email address in the footer or through our contact form, providing your order details, including the order number, your name, and contact information.
If the cancellation request is received within the first 24 hours and the order has not yet been processed, the cancellation will be processed, and a refund will be issued to the original payment method within 10 to 12 business days. If the cancellation request is received after the
first 24 hours, we cannot guarantee acceptance, and a cancellation fee may apply.
In the event of cancellation, any discounts or promotional offers applied to the original order will be forfeited.
If the order has already been processed or shipped, it cannot be canceled.
If customers refuse a delivery, refund requests will not be approved and a €15 penalty will be applied to cover logistics costs and potential package losses.
Please note that this policy is subject to change at any time without prior notice. We recommend that you carefully read our cancellation policy before placing your orders to avoid confusion or misunderstandings.
Contact
- Email: info@eliana-jewelry.com
Business license: 3331772