Effective Date: January 1, 2025
Thank you for shopping at ElenvoirShop. We want you to love your jewelry and accessories. If you are not completely satisfied with your purchase, please review our Refund Policy below.
1. Returns & Refund Eligibility
We accept returns under the following conditions:
- Items must be returned within 30 days of receiving your order.
- Items must be unused, unworn, and in the original packaging with all tags attached.
- Proof of purchase (order number or receipt) is required.
Please note: For hygiene reasons, certain jewelry items such as earrings may not be eligible for return once opened, unless they are defective or damaged upon arrival.
2. Non-Returnable Items
The following items are generally not eligible for return or refund:
- Opened or used jewelry that cannot be resold due to hygiene reasons (for example, earrings).
- Customized or personalized items.
- Gift cards or digital products (if any).
- Items marked as “Final Sale” or “Non-Refundable” at the time of purchase.
3. Damaged or Defective Items
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery. We may ask you to provide photos or videos as proof. After verification, we will offer:
- A replacement item (if available), or
- A full or partial refund, depending on the situation.
4. Return Process
- Contact us at [email protected] with your order number, reason for return, and photos (if applicable).
- Wait for our confirmation and return instructions (including return address).
- Ship the item back to us using a trackable shipping method.
We are based in Chengdu, China. Return shipping costs are generally the responsibility of the customer unless the return is due to our error (e.g., wrong or defective item).
5. Refund Processing
Once we receive and inspect your returned item, we will notify you by email. If your return is approved:
- Refunds will be issued to your original payment method.
- Processing time may take 5–10 business days depending on your bank or payment provider.
6. Late or Missing Refunds
If you haven’t received your refund:
- First, check your bank account or payment account again.
- Then contact your bank or payment provider; it may take some time before your refund is officially posted.
- If you still have not received your refund after this, please contact us at [email protected].
7. Exchanges
We currently do not offer direct product exchanges for size or style. If you wish to change your item, please request a refund (if eligible) and place a new order for the desired product.
8. Order Not Received
If your tracking shows “delivered” but you did not receive the package, please:
- Check with your family members, neighbors, or building management.
- Verify the shipping address in your order confirmation.
- Contact the shipping carrier with your tracking number.
If the issue cannot be resolved, contact us at [email protected] and we will do our best to assist you.
9. Customs Duties & Taxes
International orders may be subject to customs duties, taxes, or import fees charged by your local customs office. These fees are the responsibility of the customer and are not refundable by ElenvoirShop.
10. Contact Us
If you have any questions regarding our Refund Policy or need assistance with a return, please contact us:
ElenvoirShop
Email: [email protected]
Address: Chengdu, China