Just like true love, our pieces are made to last. But if it’s not quite right for you yet, we have a transparent return and exchange policy to help you find your prefect match, applicable within 14 days of receiving your package.
This policy applies only for the ready-to-wear pieces. Any customized piece including engraved ready-to-wear pieces are made exclusively for you and cannot be returned, refunded nor exchanged.
Shipping
We always advise to use an entrusted shipper with their respective shipment insurance to avoid damage or losses in transit as Chlela Ventures FZE LLC is not responsible for packages lost or stolen in transit. Shipping fees and duty/tax paid are non-refundable.
Piece condition
The pieces, subject to return, refund or exchange should be unworn, unused and in their original condition contained in their packaging and accompanied with their certificates to be eligible for an approved Return Merchandize Authorization (RMA).
In case of refund
Upon granting the approval, we will be validating your banking details in case of any refund that would take place within 5-10 business days from the approval date.
We have listed below different scenarios, to bring you full transparency regarding our policy and how we intend to serve you based on your request.
Through Contact Us (link) page, make sure to raise a “return and/or exchange” request. Please make sure to share your name, mobile number and email along with the order number to identify you. Mention the piece that you would like to return or exchange and mention a detailed description of the reason behind your decision. Upon receiving your request, we will initiate a Return Merchandize Authorization (RMA), used for returns or exchanges, and we will contact you to guide you through the process.
Scenarios considered in such situation
While this is almost impossible to take place, we wanted to include this scenario to be exhaustive and fully transparent. Returning any piece because of a manufacturing defect, is expected to be reported within maximum 72h of receiving the package… would you have waited longer than few seconds to open an Elaia package? Make sure to Contact Us (link), and to raise a “return and/or exchange” request. Please share your name, mobile number, email along with the order number to identify you and the manufacturing defect details. Please note all our pieces are inspected until the last second before shipment and pictures are taken before sending them in our DHL courier.
Changing the size:
All Elaia pieces that come in different sizes are provided with either a ring sizer (link) or wrist sizer (link) options or with measurable sizes e.g., length of necklace, to make sure that you make the right choice to receive pieces that fit you like a glove. Should you still believe that the size you ordered does not fit you 100% upon delivery. Please Contact us (link) and pick “resize my jewelry”. Please make sure to share your name, mobile number and email along with the order number to identify you. Mention the piece that you would like to resize, and we will advise you with the best suited process of either exchange or resizing. Please make sure that the request is raised within 14 days of package receipt. Only one resize/exchange of same model will be accepted, any further requests will need to be processed as a new purchase. Shipping fees and duty/tax paid are non-refundable.
Exchanging my jewelry upon receipt:
Upon receiving your Elaia packaging, should you have a change of heart, we are happy to accept exchanges within 14 days of receiving the package. Through Contact Us page, make sure to raise a “return and/or exchange” request. Please make sure to share your name, mobile number and email along with the order number to identify you. Mention the piece that you would like to return or exchange and mention a detailed description of the reason behind your decision, along with the desired new piece with all necessary details.
Upon receiving your request, we will initiate a Return Merchandize Authorization (RMA), used for returns or exchanges, and we will contact you to guide you through the process. The exchange process will be triggered as a normal return and repurchase of a new piece.
Beyond our 14-day window, any request for return or exchange will not be accepted. Resizing requests will be treated as a repair service that is chargeable. Charges will be communicated on a piece-by-piece basis. To raise a repair service, please go to Contact Us page, and make sure to raise a “repair my jewelry” request and share all necessary information i.e., your name, mobile number, email, order number to identify you and resizing or repair service detail. Shipping fees and duty/tax paid are non-refundable. We will do our best to minimize the financial burden of this repair service on you.
