Customer service is at the heart of our operations at Elegance Jewellers, and therefore it is our duty to have an open returns policy with our customers.
Once you receive your product, we ask that you give it an inspection before usage so that you are certain that you are happy with your purchase. We ensure optimal quality prior to shipment, and all items sold are packaged extremely safely, however if you believe there is a defect at the time of receival which was not in any way your fault, we urge you to contact us within 48 hours of receival in order to qualify for a return on us. You must also contact us within this period if you believe you did not receive what you ordered.
If you simply wish to return a product, you have 30 days from the delivery date to return the product to be eligible for a full refund. The product must be with the original packaging and the condition be unchanged. All accessories must also be included in the return shipment, as well as all supporting paperwork initially provided, such as GIA certificates or gemstone grading reports. Charges will be applicable if these are not provided in the return. Refunds will be processed within 7 working days of us receiving the product. If you return your item outside of the 30 days, then we reserve the right to refuse a refund. Shipment costs and insurance for the return is your responsibility. Proof of shipment must also be provided.
The jewellery must not be missing any of its original diamonds or gemstones.
Unless faulty, we do not accept refunds for any personalised or engraved items.
If you have adjusted or personalised your item in any way that may affect its saleability, or used to the point where it becomes worn, we reserve the right to refuse a full refund. We may offer a partial refund to cover repair or any other costs involved in returning the product to its original quality and condition.
For hygiene reasons, earrings and other pierced jewellery cannot be returned or refunded.
If the policy is void, we reserve the right to decline a refund.
All of our refund and return policies are only valid for products sold directly through us. If you purchased from elsewhere, we reserve the right to decline your return/refund application. However, you may still be able to make your request with the third-party vendor in question. We heavily recommend contacting them if this is the case.
If you purchased a third-party product or service, whether physical or digital, via an ‘affiliate link’ (please visit our affiliate disclaimer for more information) placed on this site, then we have no liability over the purchased item(s). Please contact the vendor in question to pursue a return or refund, or to request clarification on their respective policies.
Our contact email address is:
Please do not hesitate to contact us if you have any questions, concerns, or would like to apply for or check your validity for a return and/or refund.