Exchanges, returns and refunds
We do our best to create handcrafted accessories and jewelery with a unique and feminine style.
It is important to know that due to their fine craftsmanship, each accessory may differ slightly from the sample shown on our online shop which is to be considered unique and special value, always maintaining all its preciousness and meticulous details.
If the purchase did not meet your expectations, we offer you the possibility of making a return.
Returns and refunds
Available on standard accessories and jewelry within 7 days.
Fast refunds
Accepted refunds are processed within 5-7 business days.
Help & Support
We are available to help you for any information you may have.
How to make a return
Before returning a product, contact our customer service team to make a return request, indicating your order number and the item you wish to return.
If you return a product without informing us, we may not be able to process your return.
When sending us an item, you will need to ensure that you obtain proof of postage/receipt. Proof of postage is at no cost, but without this proof we may not be able to refund you or replace the item in the rare event that your item is lost in transit.
If your item arrives damaged please contact us at info@elibrehandmade.com or via the form contacts as soon as you receive your purchase and within a maximum of 2 days with the order number and photo of the damage to quickly start internal investigations and with the courier service. If a manufacturing defect is found, we will cover the costs of the return and send you a new accessory or you can choose a full refund.
RETURN ON STANDARD ACCESSORIES AND JEWELRY:
- We accept returns of standard items (not custom, made to measure or on sale) in new, unworn condition and with original packaging.within 7 business days from the delivery date.
- The costs of returning the item will be borne by the customer.
- For hygienic reasons we do not accept returns on earrings.
RETURNS ON CUSTOMIZED AND MADE-TO-MEASURE ACCESSORIES:
- We do not accept returns on personalized, bespoke and on sale accessories. li>
- Before purchasing an accessory we invite you to view the items, check the dimensions and colors correctly, you can also read our useful guides or contact us to have all the information necessary to choose the your accessory and guarantee you a pleasant and positive experience with us.
How to make a exchange
We allow the exchange of a standard accessory (not customized or on sale) for an alternative standard accessory in new condition, unworn, and in its original packaging within 7 days of the delivery date.
Contact us to confirm the availability of the model exchange before proceeding with the return of the accessory to be exchanged.
- We reserve the right to refuse an exchange of an accessory if it is returned in unsuitable condition.
- Attention: For hygiene reasons, the exchange of earrings is not allowed.
- The exchange service is available for items with a value equal to or greater than the accessory being exchanged.
- Shipping costs, the choice of shipping carrier, and the method of return for exchanges are the responsibility of the customer.
- When you send us an item, be sure to obtain a proof/receipt of shipping. The proof of shipping is free, but without it, we may not be able to refund or replace the item in the rare event that it is lost in transit.
Refund for a return
If the request to make a return satisfies all the requirements of our return methods, we will start the refund procedure.
Once we have received the item back in our office and declared its conformity, the refund will be credited, total or partial based on each individual case through the same payment method you used for the purchase.
- Shipping costs will be refunded only in the case defective goods.
- Please note that, once the return has been made, you will receive the amount within a maximum of 10 days, depending on your bank.
Frequently asked questions
Unfortunately, returns or exchanges are not applicable on items on sale.
Before purchasing an accessory, we invite you to view the various items, check the dimensions and colors correctly. You can also read our useful guides or contact us to have all the information you need to choose properly your accessory and guarantee a pleasant and positive experience with us.
If your item arrives damaged please contact us at info@elibrehandmade.com or via the contact form as soon as you receive your purchase and within a maximum of 2 days with the order number and photo of the damage to quickly start internal investigations. If a manufacturing defect is found, we will cover the costs of the return and send you a new accessory or you can choose a full refund.
All returns and exchanges of standard accessories are paid by the customer with the exception of non-compliant or defective products where we will pay the costs of returning or exchanging the goods.
Before returning a product, contact our customer service team to make a return request.
If the request for a good exchange or return is gone successfully, keep your product in its original boxes, taking care to seal properly everything to avoid damage during transport.
When you send us an item, you will need to ensure that you obtain proof of postage/receipt. Proof of postage is at no cost, but without this proof we may not be able to refund you or replace the item in the rare event that your item is lost in transit.
It's not necessary to include the purchase invoice.
