Refund policy
We hope you love your Ela-Nur jewellery. However, if for any reason you are not completely satisfied, you may request a return within 14 days of receiving your order.
To start your return, please contact our Customer Care team at customercare@ela-nur.com
Conditions for Returns
- Items must be unworn, unused, and in their original packaging.
- Returned pieces must be in a resaleable condition. Any items showing signs of wear or damage will not be accepted.
- Personalised or engraved jewellery cannot be returned, refunded, or exchanged.
- For hygiene reasons, earrings are non-returnable.
- Tarnishing or discolouration caused by contact with perfumes, lotions, chemicals, heat exposure, or general wear and tear is not considered a fault. Please refer to our jewellery care guide for advice on keeping your pieces beautiful.
Refunds
- Once we receive and inspect your return, a refund (excluding delivery charges) will be processed back to your original payment method.
- Please allow up to 10 working days for the refund to appear in your account, depending on your payment provider.
- If your order included a free gift as part of a promotion, this must also be returned. Otherwise, the value of the gift will be deducted from your refund.
How to Return
- Contact us at customercare@ela-nur.com to request your return.
- Repack your jewellery securely in its original packaging.
- Return the parcel via your local Post Office or courier service. We recommend a tracked and insured service, as the parcel remains your responsibility until it reaches us.
- Keep your proof of postage safe until your return is confirmed.
Please note: return shipping costs are the customer’s responsibility and are non-refundable.
International Returns
- International customers may return their parcel using any reliable postal service.
- Clearly mark the package as “Returned Goods” to avoid customs charges.
- We do not refund international customs duties, taxes, or fees.
- The parcel remains your responsibility until it is received by us, so we strongly recommend using a tracked service.
✨ At Ela-Nur, we value your satisfaction and want you to feel confident shopping with us. If you have any questions, our Customer Care team is here to help.
