Last Updated: July 20, 2026

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At Ella Gemz, your satisfaction is important to us. If you are not completely satisfied with your purchase, we're here to help.

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Return Eligibility

 

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

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To qualify for a return, your item must:

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• Be unused, unworn, and in its original condition.

• Be returned with all original packaging, tags, certificates (if applicable), and accessories.

• Be accompanied by proof of purchase or your order confirmation.

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Non-Returnable Items

 

For hygiene, safety, and customization reasons, the following items cannot be returned or refunded:

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• Personalized or custom-made jewelry.

• Engraved items.

• Earrings, unless they arrive damaged or defective.

• Gift cards.

• Clearance, Final Sale, or promotional items marked as non-returnable.

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Damaged, Defective, or Incorrect Items

 

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.

To help us resolve the issue quickly, please provide:

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• Your order number.

• A brief description of the issue.

• Clear photos of the item and its packaging.

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Once reviewed, we will arrange a replacement, exchange, or full refund where appropriate.

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Refund Process

 

After we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved:

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• Your refund will be issued to your original payment method.

• Processing typically takes 5–10 business days, depending on your bank or payment provider.

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Original shipping charges are non-refundable unless the return is due to our error.

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Exchanges

 

We are happy to replace items that are:

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• Damaged during shipping.

• Defective.

• Incorrectly shipped.

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If you would like to exchange an eligible item for a different size or style, please contact us to confirm availability.

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Return Shipping

 

Customers are responsible for return shipping costs unless:

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• The item was defective.

• The wrong item was sent.

• The item arrived damaged.

 

We recommend using a trackable shipping service, as Ella Gemz cannot be responsible for returns lost during transit.

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Order Cancellation

 

Orders may be cancelled before they have been processed or shipped.

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Once an order has been shipped, it cannot be cancelled. However, you may request a return after delivery if your purchase meets the return requirements outlined in this policy.

Refund Exceptions

Ella Gemz reserves the right to refuse returns or refunds if:

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• The item shows signs of wear, damage, or alteration.

• The return request is made after the eligible return period.

• The product is returned without its original packaging or required documentation.

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Contact Us

 

If you have any questions about this Refund Policy or need assistance with a return, please contact us:

Ella Gemz

Email: support@ellagemz.com

Phone: +1 (000) 000-0000

Business Hours: Monday – Friday, 9:00 AM – 6:00 PM