Refund policy

Last updated: 4 November 2026

Handmade details

Our jewellery is handcrafted by skilled artisans in India. Natural gemstones and baroque pearls vary in colour, shape and texture, and stone placement may differ slightly between pieces. We check and photograph each piece before dispatch.

Earrings & sets

For hygiene reasons, pierced earrings, including those sold as part of a set, are excluded from any additional returns we offer beyond your statutory rights.

Online cancellations

To cancel an eligible online order, please let us know within 14 days of delivery. You then have another 14 days to send it back. Where the law allows, we may reduce your refund to reflect any loss in value caused by wear or damage after delivery.

Personalised pieces

Pieces made to your individual specifications or clearly personalised are excluded from online cancellation where the law allows. Standard pre-orders follow our usual cancellation terms.

Something wrong?

If your jewellery is faulty, arrives damaged or you receive the wrong item, please get in touch as soon as you can, ideally within two working days of delivery. Include your order number and a photo if possible, so we can help arrange the appropriate refund, repair or replacement.

Returns & postage

Please contact us before posting your jewellery so we can confirm your return and send you the return address and packing instructions. For approved returns, you cover the return postage unless your jewellery is faulty, arrives damaged or we send you the wrong item. In those cases, EllevnGems covers reasonable return postage. Please pack your jewellery securely and keep your proof of posting.

Refunds

We’ll refund your original payment method. For online cancellations, we’ll issue your refund within 14 days of receiving your return or proof you sent it, whichever comes first. If you cancel the whole order, we’ll also refund any standard delivery charge you paid.

Your statutory rights apply in full.

Questions? Email ellevngems@outlook.com or use our contact page.