Refund policy
We want you to love every piece you get from Elara Jewelry. If something is not quite right, returns are simple and a real person handles yours, because how this ends matters just as much to us as the sale.
Our 30-Day Return Promise
If you are not fully satisfied with your purchase, you have 30 days from the delivery date to return it. Whether the fit wasn't perfect or you simply changed your mind, we'll take care of it.
To be eligible for a return:
- Items must be unused, unwashed, and in original condition
- Tags and packaging should be intact
- Your order number must be included, so we can match your parcel to you
To start a return, just email us at support@shopelarajewelry.com with your order number and reason for return. Our support team will walk you through it and send you a return label and instructions within 24 hours.
Return Shipping
All approved returns are shipped to our fulfilment centre in China.
Customers are responsible for:
- Return shipping costs, including any customs clearance charges to China
- A prepaid return shipping label (currently $15, deducted from your refund)
- Choosing a shipping carrier that provides track and trace
- Providing accurate customs documentation
Please note that Elara Jewelry is not responsible for return shipments that are delayed, rejected, or lost due to customs issues, unpaid fees, or incorrect shipping methods.
No restocking fee.
One honest word before you post anything. Return shipping often costs more than the item itself, so email us first and tell us what went wrong. There is usually a better way to sort this out, and we would rather find it with you than watch you pay twice.
Partial Refunds
Where the item you received matches what you ordered but is not quite what you expected, we may offer a partial refund as a goodwill gesture so that you can keep the item without the cost and effort of a return. A partial refund is entirely optional and does not affect your right to return the item instead.
Order Cancellations
Orders may be cancelled within 15 minutes of purchase. Just email us at support@shopelarajewelry.com with your order number, and we will confirm it by email. That confirmation is the moment your cancellation is final, so do keep an eye out for it.
Once an order has entered preparation we can no longer stop it. We will tell you straight away if that happens, and your 30 day return applies the moment it arrives.
Refunds
Once we receive your return and inspect the item, we process your refund within 14 business days. Refunds are issued to your original method of payment, and we email you the moment the money is on its way.
Please note:
- Your bank usually needs another 5 to 10 business days to show it
- If 15 business days have passed since our confirmation email, email us and we will chase it for you
Damaged or Incorrect Items
If your item arrived damaged or you received the wrong product, email us at support@shopelarajewelry.com within 14 days of delivery with a photo of the item and the packaging, and we will sort it out for you.
When the item is faulty, damaged or not what you ordered, you pay nothing. We will arrange a replacement at no cost to you.
Our promise. There is no federal return right in the United States, so the 30 day window above is our own promise to you, and we treat it as binding.
Questions?
If you have any questions about returns or refunds, we are always here to help:
Email: support@shopelarajewelry.com
Business Days: Monday to Friday
We want every experience with Elara Jewelry to feel right, and that includes returns. Simple, honest, and handled by a person.