Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at team@theelevane.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at team@theelevane.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at team@theelevane.com.

Refund & Return Policy

At Élevane, every piece is created and inspected with care. We want you to feel confident in your purchase, and we are committed to making the return process clear and straightforward.

Return Eligibility

You may request a return within 14 days of receiving your order.

To qualify for a return, the item must:

Be unused, unworn, and in its original condition
Include the original packaging, jewellery box, tags, certificates, and documentation
Show no signs of wear, damage, alteration, resizing, engraving, or misuse
Be accompanied by proof of purchase

Items returned without their original certificate or supporting documents may be refused or subject to a replacement fee.

Non-Returnable Items

The following items are not eligible for return or refund:

Custom-made or personalised jewellery
Engraved or resized items
Bespoke designs
Made-to-order pieces
Final-sale or clearance items
Gift cards
Items that show signs of wear, damage, alteration, or misuse
Products returned without prior approval

For hygiene and safety reasons, earrings may only be returned when unworn and in their original sealed packaging.

How to Request a Return

To request a return, contact us at [customer support email] within 14 days of receiving your order.

Please include:

Your full name
Order number
Item you wish to return
Reason for the return
Clear photographs of the item and packaging

Returns sent without prior authorisation may not be accepted.

Once your return request is approved, we will provide the return instructions and the appropriate return address.

Return Shipping

Unless the product is defective, damaged, or incorrect, return shipping costs are the responsibility of the customer.

We strongly recommend using a tracked and insured shipping service. Élevane is not responsible for returned items that are lost, damaged, or delayed in transit.

Original shipping charges, duties, taxes, insurance costs, and handling fees are non-refundable unless required by applicable law.

Inspection and Approval

All returned items are inspected after they are received.

We will notify you once the inspection is complete and confirm whether your return has been approved or declined.

Élevane reserves the right to refuse a return when an item:

Does not meet the return conditions
Has been worn, damaged, altered, resized, or engraved
Is missing its original packaging, certificate, tags, or documentation
Is returned after the applicable return period

Refunds

Approved refunds will be issued to the original payment method.

Please allow 7–10 business days for the refund to be processed after approval. Your bank or payment provider may require additional time for the amount to appear in your account.

Any applicable shipping charges, payment-processing fees, duties, taxes, or certificate replacement costs may be deducted from the refund where legally permitted.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately after delivery.

Contact us at [customer support email] within 48 hours of delivery if the item is damaged, defective, or different from what you ordered.

Please provide your order number and clear photographs or videos of:

The jewellery
The packaging
The shipping label
Any visible damage or defect

If the issue is confirmed, we may offer a replacement, repair, store credit, or refund, depending on the circumstances.

Damage resulting from normal wear, improper handling, accidents, chemical exposure, impact, unauthorised repairs, or failure to follow care instructions is not considered a manufacturing defect.

Order Cancellations

Orders may only be cancelled before production or fulfilment has begun.

Custom, personalised, resized, engraved, or made-to-order products cannot be cancelled once production has started.

To request a cancellation, contact [customer support email] as soon as possible. Cancellation requests are not guaranteed.

Exchanges

We currently process exchanges as a return followed by a new purchase.

The returned item must satisfy all eligibility requirements stated in this policy. Any difference in price, shipping, duties, or taxes will be the responsibility of the customer.

International Returns

Customers returning an order from outside the United States are responsible for return shipping, insurance, customs documentation, duties, taxes, and related charges unless the return is due to an error by Élevane.

Élevane is not responsible for items delayed or held by customs.