We want every ELARO order to reach you safely and beautifully. While we take great care in selecting, checking, and packing every piece, sometimes things can go wrong. If they do, we're here to make it right.
A Little About Our Jewelry
Our jewelry is photographed under carefully controlled lighting. Because jewelry is reflective and screen displays can vary, slight differences in color, tone, or appearance may occur between the product image and the actual piece. These minor variations are not considered defects.
Orders After Shipping
Once an order has been shipped, it is considered final and cannot normally be cancelled, returned, or exchanged.
We do not generally accept returns or exchanges for reasons such as change of mind, personal preference, or simply not liking the product.
Received Something Wrong?
If your package arrives with a damaged, defective, or incorrect item, please contact us within 3 working days of delivery.
Send us an email at:
Please include your order number, photographs of the product, and a clear unboxing video showing the package from the moment it was opened.
Unboxing Video Is Required
Because our jewelry is delicate, the unboxing video helps us verify the condition of the product when it reached you.
For damage or incorrect-item claims, a complete unboxing video is mandatory for us to process the request.
Without an unboxing video, we may not be able to approve a replacement.
What Happens Next?
Once we receive your request and supporting information, our team will review the case.
If the issue is confirmed to be from our side, we will arrange a replacement or exchange for the affected item, subject to availability.
Store Credit
Approved returns or exchanges are generally resolved through ELARO store credit rather than a cash refund.
Store credit can be used toward a future purchase from ELARO and will be provided after your request has been reviewed and approved.
If Your Replacement Is Unavailable
If the approved replacement item is out of stock or unavailable, we will provide an appropriate resolution. Where a monetary refund is applicable, the amount may be refunded to the original payment method or bank account, as applicable.
A Few Things to Remember
· Contact us within 3 working days of delivery.
· Keep the original packaging until your order has been checked.
· Record a clear unboxing video from the beginning of opening the parcel.
· Do not wear, alter, wash, or modify the item if you believe it is damaged or incorrect.
· Do not ship anything back without contacting ELARO first.
At ELARO, we're committed to making your experience as smooth as possible. Your happiness matters to us, and we'll always do our best to help when something goes wrong.
ELARO — Everyday Elegance.