Returns & Refunds

Because of the nature of these items, unless they arrive damaged or defective, I can not accept returns or exchanges for: Made to order items such as Fidget Rings, if you order the wrong size, due to the hours and materials used to make them, the materials can not be reused.

Order cancellation

All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

Refunds

We offer a 100% money back guarantee on all products that are defective or damaged during shipping. Just let us know and we will provide a return address and a replacement or refund as preferred.

If you are unsatisfied with your order – please contact our support and we will do our best to help you out!

Customers will be responsible for paying return shipping costs.

We do not issue the refund if:

  • your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
  • you received the wrong item
  • your order does not arrive in your time frame with our processing times taken into account and postal service delays

    *You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page.

    To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging.
    You’ll also need the receipt or proof of purchase. 

    To start a return, you can contact us at ellapisjewellery@hotmail.com.
    If your return is accepted, you will have to post your item back to us and pay the shipping, As well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

    You can always contact us for any return question at ellapisjewellery@hotmail.com.

     

    Damages and issues 
    Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

    Exceptions / non-returnable items 
    Certain types of items cannot be returned, like earring studs due to hygiene safety, custom products (such as custom orders, made to order jewellery such as fidget rings, special orders or personalized items).

    Unfortunately, we cannot accept returns on sale items or gift cards.

    Exchanges 
    The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

    Refunds 
    We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.