Refund policy
At EMILIAZ Jewellery, we are committed to high-quality craftsmanship and reliable service. Every piece is covered by a one-year warranty, and you may return any order within the periods set out below.
Your Right to Return
You have 14 days from the day you receive your order to tell us you'd like to return it — for any reason, no explanation needed — and a further 14 days to send the items back to us.
This applies to all orders, including discounted and promotional purchases.
Condition of Returned Items
You're welcome to examine your pieces as you would in a store. Please return items unworn, in a resaleable condition, and with original packaging where possible.
We may reduce your refund only where handling beyond what's necessary to check an item has diminished its value.
Items We Cannot Accept
- Earrings supplied in sealed packaging, once the seal has been broken (hygiene)
- Custom or personalised jewellery made to your specification
- Gift cards
One-Year Warranty
Every EMILIAZ piece is covered by a 12-month warranty starting from the delivery date. This is offered in addition to, and does not affect, your legal rights.
Covered
- Manufacturing defects
- Faulty clasps or closures
- Tarnishing or plating issues caused by material faults
Not Covered
- Normal wear and tear
- Accidental damage or misuse
- Repairs or alterations by unauthorised third parties
How to Start a Return or Warranty Claim
Email return@emiliaz.com with:
- Your full name and contact details
- Your order number
- The reason for your return or warranty claim
We'll reply with the return address and full instructions. Please contact us before sending anything back so we can process your return quickly.
Return shipping costs are your responsibility unless the item is faulty or incorrect.
Damaged or Incorrect Items
Please inspect your order on arrival. If anything is defective, damaged, or incorrect, contact return@emiliaz.com with photos and we'll resolve it promptly — at our cost. This does not affect your statutory rights.
Exchanges
We don't offer direct exchanges. The fastest way is to return your original item and place a new order.
Refunds
Once we receive and inspect your return, we'll email you to confirm. Approved refunds are issued to your original payment method within 14 days of us receiving the returned items.
Where you return a complete order, we'll also refund the standard delivery cost you originally paid.
Your bank or card provider may need a few additional days to show the refund. If it hasn't appeared after 15 business days, contact return@emiliaz.com.
Need Assistance?
Email: return@emiliaz.com
Response time: within 24 hours on business days