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Refund policy

Thank you for shopping with us! We are dedicated to creating beautiful, high-quality personalized jewelry pieces, and we want you to be completely satisfied with your purchase. Please read our return policy carefully as it may differ from standard jewelry items due to the personalized nature of our products.

 

Customization and Personalization

Because our jewelry pieces are customized and personalized specifically for you (e.g., engraved names, initials, birthstones, custom designs), we cannot accept returns or exchanges on personalized items unless the product is defective or damaged upon arrival. This ensures each piece is uniquely tailored to you.

 

Damaged or Defective Items

If your jewelry arrives damaged, defective, or incorrectly made (e.g., wrong engraving or design), please contact us within 7 days of receipt of your order. We will be happy to either:

  • Provide a replacement item
  • Offer a full refund

To initiate a return or exchange for damaged/defective items, please provide the following:

  • A photo of the damaged item
  • A description of the issue

You should raise a request via our chat or contact form: https://emberandessencejewelry.com/pages/contact or email to admin@emberandessencejewelry.com . We will raise a ticket in the backend typically within a day and work to resolve it.

 

Non-Personalized Jewelry

If you purchased non-personalized jewelry (such as simple earrings, necklaces, or bracelets that do not have customization), you are eligible for a return or exchange within 14 days of receiving the item, provided the item is unused, in its original packaging, and in resellable condition. 

You should raise a request via our chat or contact form: https://emberandessencejewelry.com/pages/contact or email to admin@emberandessencejewelry.com . We will raise a ticket in the backend typically within a day and work to resolve it.

A Customer Service Representative will contact you by Chat, telephone or email to advise you how to proceed. A ticket will be raised in the backend. Upon receipt of your shipment, we will process your return request within 2 to 5 business days and credit your account for the cost of the returned article according to the original method of payment. We will then notify you of the transaction by email or by telephone. We will then resolve the ticket in our backend.

Please be sure to adequately package the item(s) you are returning in order to avoid any additional damage that would not be covered by our returns policy and product warranty.

 

Return Process

To return an item, please follow these steps:

  1. Contact Us: Reach out to our customer service team at orders@emberandessencejewelry.com, Contact form, or by Chat within the appropriate time frame.
  2. Return Authorization: We will provide you with a return authorization and instructions.
  3. Ship the Item: Once you receive return authorization, carefully pack the item and send it back to us using a trackable shipping service. Please note that return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Please note that personalized items are non-refundable unless defective, as outlined above.

 

Exchanges

If you would like to exchange a non-personalized jewelry item for a different size, color, or design, please contact us within 14 days of receiving your order. The item must be in unused and resellable condition. Personalized items cannot be exchanged unless they are damaged or defective.

 

Final Sale Items

Some items, such as clearance products or limited-edition pieces, may be marked as "Final Sale." These items are not eligible for return or exchange.

 

Cancellations

Once a personalized item is created or in production, cancellations are not possible. Please double-check the customization details before placing your order. If you need to cancel or make changes to a non-personalized order, please contact us within 24 hours of placing your order.

 

Returning a parcel sent to the wrong address

Our transporter will attempt to deliver all parcels. However, if it is unable to deliver a parcel, it will be returned to the sender’s address that appears on the shipping label.

In such cases, a customer service representative will contact you to ask whether you want to cancel or receive your order. We will verify your shipping information, and any reshipping costs will be billed to you.

 

Contact Us

If you have any questions or concerns about our return policy, please don’t hesitate to reach out to us in one of the three (3) following ways. We're here to help and ensure your experience with our jewelry is a positive one!

 

Thank you for choosing us for your personalized jewelry needs!