Refund policy

14-Day Return Policy

We have a 14-day return policy which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition in which you received it, unworn or unused, with tags and in its original packaging. You will also need your receipt or proof of purchase.

How to Initiate a Return

To initiate the return of a purchase, you can contact us at hello@shop-eloise.com attaching the following form. If your request to return an item is accepted, we will send you a return shipping label as well as instructions on how and where to send the package. Items sent back to us without first sending us a request will not be accepted.

You can always contact us with any questions regarding the item or items you wish to return at hello@shop-eloise.com.

Damage and Problems

Please inspect your package immediately upon receiving your order and contact us immediately if any item is defective, damaged, or if you received the wrong item, so we can evaluate the problem and resolve it as soon as possible!

Exceptions / Non-Returnable Items

We do not accept returns for:

  • 18K solid gold jewelry, as they are made to order and each piece is one-of-a-kind

  • Custom jewelry and personalized products (such as made-to-order, special order or personalized items)

  • Sale items or gift cards

Please get in touch if you have any questions or concerns about your specific item.

Exchanges

The fastest way to make sure you get what you want is to return the item you own and, once the return of the item is accepted, make a separate purchase for the new item.

Refunds

We will notify you once your return has been received. After inspection, we will let you know if the refund has been approved or not. If approved, you will be automatically refunded via your original form of payment. Remember that it may take some time for your bank or credit card company to process and record the refund.

Return Shipping Fees

All returns, regardless of country, will result in a shipping fee as follows:

Return rates for Silver Jewelry with Triple 18K Gold Plating

  • Within EUROPE - Free

  • United Kingdom - €20

  • Rest of world (Including USA) - €60

For all countries, any customs charges shall be borne by the customer.