Returns & Cancellation Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to notify us that you wish to return your order.

Cancellation Before Fulfillment

You have the right to cancel your order at any time before the order has been fulfilled or shipped by contacting us at customersupport@elorabijoux.net.

If you cancel your order before it has been fulfilled, we will cancel the order and issue a refund to your original payment method.

If your order has already been fulfilled or shipped, you may still have the right to cancel or withdraw from the purchase under the European Union 14-day cooling-off period described below, where applicable.

To avoid delays, please contact us as soon as possible if you wish to cancel an order.

Returns

You have 14 days after receiving your item to notify us that you wish to return your order, subject to applicable consumer law.

To be eligible for a return, the item must be returned in its original condition and must have been handled carefully. Jewellery may be opened and inspected, but it must not be damaged, excessively worn, or altered. Where applicable, please return the item with its original packaging, tags, and accessories.

You’ll also need the receipt or proof of purchase.

To start a return, contact us at customersupport@elorabijoux.net before sending the item back.

Returns sent without contacting us first may not be accepted.

Return Shipping

The customer is responsible for the cost of return shipping. Customers must arrange and pay for their own return shipping where permitted by applicable law.

We do not provide return shipping labels or reimburse return shipping costs, except where required by applicable law, including where an item is defective, damaged upon delivery, or the wrong item was sent.

Please contact us before returning your order so we can provide the correct return instructions.

Damages and Issues

Please inspect your order immediately after receiving it.

If your item is defective, damaged during shipping, or you received the wrong item, contact us immediately at customersupport@elorabijoux.net.

Please provide your order number and, where possible, photographs of the item and packaging so we can evaluate the issue and determine the appropriate solution.

If the damage was caused by the customer, including misuse, accidents, improper handling, or alterations, we may not be able to provide a refund or other remedy, subject to applicable law.

Non-Returnable Items

We do not accept returns for items that have been damaged, excessively worn, altered, or otherwise handled beyond what is reasonably necessary to inspect the product, where applicable law permits us to refuse or reduce a refund.

Any statutory exceptions to the right of withdrawal will apply where legally permitted.

If you are unsure whether your item is eligible for a return, please contact customersupport@elorabijoux.net.

Sale Items

Sale and discounted items can be returned in accordance with this Return Policy and applicable consumer law.

If a sale item is returned and approved, you will receive a refund based on the actual amount you paid, not the original price.

Exchanges

We do not offer exchanges.

If you would like a different item, you can return your original item in accordance with this policy and place a new order for the item you want.

Returns and Cancellations for EU Customers

EU customers can submit a return or cancellation request online by visiting Customer account → Orders and signing in using the email address used for the purchase.

Shopify will send a one-time six-digit verification code to that email address. No password is required.

You can also contact us directly at customersupport@elorabijoux.net to exercise your statutory right of withdrawal.

Please include:

• Your full name

• Your order number

• The item(s) concerned

• A clear statement that you wish to cancel or withdraw from the purchase

Using the online cancellation or return function is not required to exercise your statutory right of withdrawal. You may also contact us directly by email or use another clear statement of withdrawal.

European Union 14-Day Cooling-Off Period

If you are a consumer in the European Union and purchase an item online, you generally have a legal right to withdraw from your purchase within 14 days without providing a reason.

The 14-day period begins after you, or a person you designate other than the carrier, receives the goods.

You may inspect the jewellery as reasonably necessary to establish its nature, characteristics, and functioning. However, you may be responsible for any loss in value resulting from handling beyond what is necessary for such inspection, where permitted by applicable law.

To exercise your statutory right of withdrawal, contact us at customersupport@elorabijoux.net within the applicable 14-day period.

This statutory right is separate from and does not limit your right to cancel an order before it has been fulfilled or shipped, as described above.

Refunds

Once we receive and inspect your return and approve the refund, we will process the refund within 24 hours.

For orders cancelled before fulfillment, we will process the refund within 24 hours of confirming the cancellation.

Refunds will be issued to your original payment method.

For a valid statutory withdrawal, we will refund the amounts required by applicable law. The cost of your original standard delivery may also be refunded where required by law.

Return shipping costs remain the customer's responsibility where permitted by law.

Although we process approved refunds within 24 hours, your bank, card issuer, or payment provider may take additional time to make the funds available in your account.

If you have not received your refund after your payment provider's normal processing period, please contact us at customersupport@elorabijoux.net.