Eligibility for Returns
To be eligible for a return or exchange, your item must be unused, in the same pristine condition that you received it, and in its original luxury packaging. It must also have all original tags and tamper-evident security loops attached and unbroken.
Return Window
Our standard return and exchange window is 15 days from the date of delivery. Return requests submitted after this timeframe will not be accepted. This window may be configured dynamically under store settings.
Refund Process
To initiate a return, log into your ElanoraGems account, navigate to 'My Orders', select the item you wish to return, and click 'Request Return'. You can also email us at gemselanora@gmail.com with your Order ID. We will schedule a reverse pickup from your registered address.
Non-Returnable Items
Certain items cannot be returned, including custom-sized jewellery, engraved items, personalized gifts, and items purchased during clearout or final sale events. For hygiene reasons, pierced earrings cannot be returned if their security seal has been opened.
Damaged Product Claims
Every piece of jewellery undergoes rigorous quality checks before dispatch. In the rare event that your item arrives damaged, defective, or incorrect, you must report it to us within 48 hours of delivery at gemselanora@gmail.com, accompanied by a video showing the unboxing of the sealed package.
Refund Timeline
Once your returned item is received at our warehouse and passes our quality inspection, we will notify you of the approval or rejection of your refund. Approved refunds are credited to your original payment method within 5 to 7 business days, or provided as store credit.