Refund policy

At Ellara Jewelry, many of our pieces are custom-fitted, personalized, handmade, or created specifically for you. Because of the nature of our jewelry and services, certain purchases are final sale. Please review the following policy carefully before placing your order.

Permanent Jewelry

All permanent jewelry sales are final sale.

Permanent jewelry is individually measured, custom-fitted, and welded directly onto the wearer. Once the jewelry has been fitted and welded, it is considered used and cannot be returned, exchanged, or refunded.

For hygiene reasons, we are unable to accept previously worn permanent jewelry.

If permanent jewelry is cut or removed after your appointment, the original purchase is non-refundable.

Any applicable warranty or re-welding service is separate from our return and refund policy and does not make the original purchase eligible for return or refund.

Custom-Fitted & Made-to-Order Jewelry

All custom-fitted and made-to-order jewelry is final sale.

This includes jewelry made according to a customer-selected size, length, chain, metal, finish, configuration, or other customization.

Because these pieces are created specifically for you, we cannot accept returns or exchanges due to incorrect sizing provided at checkout, change of mind, personal preference, or ordering the wrong style, metal, or length.

Customers are responsible for reviewing all measurements and selections carefully before submitting an order.

For custom sizing, we recommend measuring twice before ordering.

DesignMe Jewelry

All jewelry purchased through our DesignMe collection is final sale.

DesignMe pieces are individually created using the customer's selected chain, charms, arrangement, size, finish, and other customization choices.

Because each piece is made specifically for the customer, DesignMe orders cannot be returned, exchanged, or refunded for:

  • Change of mind

  • Incorrect sizing selected by the customer

  • Incorrect charm or chain selections made by the customer

  • Personal preference regarding the finished design

  • Differences in scale or positioning compared with an online preview

Online previews are intended as a visualization tool. The exact scale, spacing, placement, and appearance of the finished jewelry may vary slightly depending on chain size, jewelry length, number of charms, manufacturing tolerances, and the handmade nature of the piece.

Personalized & Engraved Jewelry

Personalized, engraved, monogrammed, birthstone, initial, name, date, or otherwise customized jewelry is final sale.

Customers are responsible for ensuring that all names, initials, dates, spelling, symbols, and other personalization details entered at checkout are correct.

Ellara Jewelry is not responsible for errors resulting from information submitted incorrectly by the customer.

If Ellara Jewelry makes an engraving or personalization error that differs from the information provided with the order, please contact us within 7 days of delivery.

Earrings & Worn Jewelry

For hygiene and safety reasons, worn jewelry cannot be returned.

Any jewelry that shows signs of wear, use, alteration, cutting, resizing, damage caused after delivery, or removal of protective packaging may be refused for return.

Damaged or Incorrect Orders

If your item arrives damaged, defective, or you receive an incorrect item, please contact Ellara Jewelry within 7 days of confirmed delivery.

Please include:

  • Your order number

  • A description of the issue

  • Clear photographs of the item

  • Clear photographs of the shipping packaging where applicable

Please keep the item and all original packaging until your claim has been reviewed.

Claims submitted more than 7 days after confirmed delivery may not be eligible for a refund or replacement.

Once reviewed and approved, Ellara Jewelry may, depending on the circumstances, offer a replacement, repair, store credit, or refund.

If Ellara Jewelry shipped an incorrect item or confirms that an item arrived defective or damaged due to an issue attributable to us, we will provide instructions for resolving the claim.

Eligible Returns

Unless otherwise stated above, an item may only be considered for return if:

  • The return request is submitted within 7 days of confirmed delivery;

  • The return has been authorized by Ellara Jewelry before being shipped;

  • The item is unused and unworn;

  • The item remains in its original condition;

  • The item is returned with its original packaging, tags, inserts, and accessories where applicable; and

  • The item is not custom-fitted, made-to-order, personalized, engraved, DesignMe, permanent jewelry, or otherwise marked final sale.

Sending an item back without prior authorization does not guarantee that the return will be accepted.

Return Shipping

Unless the return is the result of an error by Ellara Jewelry or otherwise required by applicable law, the customer is responsible for all costs associated with returning an eligible item.

This includes:

  • Return postage

  • Shipping insurance

  • Tracking

  • Packaging materials

  • Customs charges

  • Duties or brokerage charges where applicable

Original shipping charges are non-refundable unless required by law or the return is due to an error by Ellara Jewelry.

We strongly recommend using a tracked and insured shipping service.

Ellara Jewelry is not responsible for return packages that are lost, stolen, damaged, delayed, or misdirected while being shipped back to us.

A return is not considered received until it has been physically delivered to and accepted by Ellara Jewelry.

Condition of Returned Items

Returned items will be inspected upon arrival.

Ellara Jewelry reserves the right to refuse a return or reduce the amount refunded where permitted by law if an item:

  • Has been worn or used

  • Has been altered, cut, resized, or modified

  • Is scratched, tarnished, damaged, or otherwise not in its original condition

  • Is missing packaging, components, charms, accessories, or other included items

  • Was returned without authorization

  • Does not meet the requirements of this policy

Items that are not accepted for return may be returned to the customer at the customer's expense.

Refunds

Approved refunds will be issued to the original method of payment whenever possible.

Refunds are processed after the returned item has been received and inspected.

Your bank, credit card provider, or payment processor may require additional time to post the refund to your account after it has been issued by Ellara Jewelry.

Shipping charges, return shipping charges, duties, customs fees, brokerage fees, and other third-party charges are non-refundable unless otherwise required by law.

Order Changes & Cancellations

Because many Ellara pieces are made specifically for each customer, production may begin shortly after an order is placed.

If you need to request a change or cancellation, please contact us as soon as possible.

We cannot guarantee that an order can be changed or cancelled once production, personalization, engraving, sizing, assembly, or fulfillment has begun.

Once work has begun on a custom, personalized, DesignMe, engraved, or made-to-order item, the order may no longer be eligible for cancellation or refund, subject to any rights provided by applicable law.

Colour & Appearance

We make every effort to photograph and display our jewelry accurately.

However, colours may appear slightly different depending on lighting, photography, screen settings, device displays, natural gemstone variations, enamel variations, metal finishing, and manufacturing differences.

Minor variations in colour, texture, dimensions, stone appearance, charm placement, handmade finishing, or other characteristics are not considered defects.

Natural Wear & Damage

Normal wear and tear is not considered a manufacturing defect.

Jewelry may naturally show signs of wear over time depending on lifestyle, frequency of wear, exposure to water or chemicals, skin chemistry, impact, friction, and care.

Damage caused by misuse, accidental damage, improper care, modification, cutting, snagging, stretching, exposure to chemicals, or normal wear is not eligible for a return or refund under this policy.

Any applicable Ellara Jewelry warranty is governed by the separate terms of that warranty.

Lost or Stolen Packages

Once a package has been confirmed as delivered by the shipping carrier, Ellara Jewelry is not responsible for packages that are subsequently lost, misplaced, or stolen.

Customers are responsible for providing a complete and accurate shipping address at checkout.

Orders returned to Ellara Jewelry because of an incorrect or incomplete customer-provided address may be subject to additional shipping charges before being resent.

Refused & Unclaimed Packages

Packages that are refused, abandoned, or left unclaimed by the customer are not automatically considered approved returns.

Any shipping costs, return-to-sender fees, duties, customs charges, brokerage fees, or other costs incurred as a result may be deducted from any refund for which the order is otherwise eligible, where permitted by law.

Custom, personalized, made-to-order, DesignMe, and final-sale purchases remain subject to their original final-sale conditions even if a shipment is refused or unclaimed.

Chargebacks & Payment Disputes

If you experience an issue with your order, please contact Ellara Jewelry first so we have an opportunity to review and resolve the concern.

Submitting a payment dispute or chargeback does not change the terms of this Return & Refund Policy or automatically make an otherwise final-sale item eligible for a refund.

We reserve the right to provide order records, customer selections, shipping confirmation, correspondence, photographs, and other relevant transaction information to payment processors or financial institutions when responding to a payment dispute.

Final Sale Items

The following are final sale unless otherwise required by applicable law:

  • Permanent jewelry

  • Custom-fitted jewelry

  • Custom-sized jewelry

  • Made-to-order jewelry

  • DesignMe jewelry

  • Personalized jewelry

  • Engraved jewelry

  • Items modified or altered at the customer's request

  • Worn or used jewelry

  • Gift cards

  • Items specifically marked “Final Sale”

Exceptions Required by Law

Nothing in this policy is intended to limit, exclude, or waive any rights or remedies that cannot legally be limited, excluded, or waived under applicable consumer protection legislation.

Where applicable law provides a customer with rights that conflict with this policy, those legal rights will apply.

Questions About Your Order

If you believe there is an issue with your order, please contact Ellara Jewelry within 7 days of receiving it and include your order number and photographs where applicable.

We are happy to review concerns involving damaged, defective, or incorrect items and determine the appropriate resolution.