RETURN & REFUND POLICY

Our Return Policy - 100% Satisfaction Guaranteed!

If you are not satisfied for any reason with your purchase, you can return or exchange your purchase within 30 days of delivery date. NOTE: ONLY items that were not special ordered, custom(ized), damaged, or re-sized, engraved, or altered can be returned and may be subject to a restocking fee. Any used or worn merchandise may not be refunded after purchase.

Please Note: The instructions below must be followed exactly in order for your return to be processed.


Our Responsibility

● Faulty Product: If the product has a manufacturing defect.
● Wrong Item Sent: If we send you the wrong product, color or size.

Your Responsibility
Oops! Somewhere along the way you might have made a mistake. If any of these are the case, it’s up to you to sort things out and unfortunately we cannot refund your item.

For example:
Incorrectly Provided Address: If you made an error in the address. We are not responsible for orders not received due to incorrect shipping addresses entered by the customer at the time of purchase.

Return / Exchange Process
If you believe an error has occurred due to a mistake on our part, first of all, please accept our sincerest apologies! Your satisfaction is of the highest importance to us! We are happy to replace or exchange any items that we missed the mark on.

Exchange Request Instructions
Please follow these instructions for Return Request:
1. Take a photo of the problem – If the problem is size, please use a ruler.
2. Send an email with the subject line “Order # “YourOrderNumber” Replacement Request” to makoto@elio-jewellery.com.
3. Please include the following:
- The photo(s)
- A specific description of the issue
- The Order Number - If there are multiple products in an order, identifying the product with the issue

Our support team will respond within 1 business day and Return Instruction will be provided.

All orders are guaranteed for delivery. If orders are not received due to circumstances beyond our control, a replacement item will be ordered. The replacement item will be shipped to the original Shipping Address listed at the time the original order was placed. Refunds will not be granted if the customer ordered the incorrect size/color/quantity etc. We ship the exact item(s) that you select at time of purchase. If you require a change to your order, please email us ASAP and we will try our best to accommodate your request. If your order has already been processed or shipped, we cannot make changes to your order, and a refund will not be granted.

Items received that are defective or damaged will be replaced with the same item free of charge. We also provide full refunds in instances of defective or damaged goods.

Return Conditions:

  1. Packages without a Return Merchandise Authorization (RMA) will not be accepted for processing.
  2. Items received after 30 days will not be accepted for processing.
  3. Items must be returned in the same condition as when new and sent by MY BEST LOVE.
  4. Items showing signs of wear or that have been engraved, altered, re-sized or that have been damaged will not be accepted for processing.
  5. Special orders cannot be accepted for processing.
  6. Improper packaged items will not be accepted.
  7. Uninsured items will not be accepted.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at makoto@elio-jewellery.com.

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