Refund policy
All sales are final, except for eligible presale cancellations described below. For other orders, we do not issue refunds to the original form of payment or accept order cancellations once an order has been placed.
Presale Cancellations
Presale and advance orders may be cancelled by emailing admin@elyzian.com with the order number in the subject.
Cancellation requests must be received no later than any notice provided to you of an anticipated shipment date.
Once a cancellation is processed, the purchase price of the presale product will be refunded.
See our Terms of Service for the complete presale terms:
https://elyzian.com/policies/terms-of-service
Defective or Damaged Items
- If you believe your item arrived defective, you must notify us by email at hello@elyzian.com within 3 business days of delivery, including clear photos of the item and packaging.
- Exchanges or store credit will only be considered after our team reviews and confirms the claim.
- Items showing wear, misuse, alteration, intentional damage, or damage inconsistent with shipping are not eligible, at Elyzian’s sole discretion.
- Unauthorized returns (items sent without prior approval) will not be accepted and will be returned at the customer’s expense.
Exchanges & Store Credit
- Exchanges or store credit are only available if a defect is reported and approved within the 3-day window.
- Store credit cannot be applied toward custom projects, bridal, or special orders.
Repairs
- If your jewelry is damaged within 60 days of delivery, Elyzian will cover the cost of repair. You are responsible for shipping to and from our studio.
- After 60 days, repairs may be facilitated for an additional charge plus shipping.
- Repairs are assessed on a case-by-case basis and accepted at Elyzian’s sole discretion.
- All repairs require prior authorization. Please contact hello@elyzian.com before sending any item back.
- Approved repairs and exchanges are typically processed within 10 to 14 business days of receipt.
Final Sale Items
The following are final sale and not eligible for return, exchange, or store credit:
- Custom jewelry and personalized projects
- Man-made lab-grown diamond custom orders
- Made-to-order and special orders (including sized rings)
- Sale or promotional items
- Earrings (for hygiene reasons)
- Gift cards and accessories
Natural Variations & Normal Wear
- Elyzian jewelry is handcrafted and often features natural gemstones. Slight variations in color, inclusions, or craftsmanship are natural and not considered defects.
- Jewelry is delicate and must be handled with care. Damage from normal wear, exposure to chemicals, improper care, or accidents is not considered a manufacturing defect and is not covered by our policy.
Lab Diamonds & Gemstones
- Elyzian offers man-made lab-grown diamond options in select collections and can create a man-made lab-grown diamond piece upon request as a custom order (final sale).
- All colored gemstones are natural only. We do not offer man-made lab-grown colored gemstones.
- Any jewelry containing man-made lab-grown diamonds will be explicitly stated as such on the product page.
Shipping & Responsibility
- Customers are responsible for securely packaging and shipping all returns/repairs using a trackable, insured method.
- If you choose not to insure your package, Elyzian is not responsible for any loss, damage, or theft during transit.
- Shipping and handling fees are non-refundable.
- Elyzian assumes responsibility only once your package has been received and signed for by our studio.
International Orders
- International customers are responsible for all customs duties, VAT, and import fees. These charges are non-refundable.
Customer Support
For questions or assistance, please contact us at hello@elyzian.com.
Our support hours are Monday to Friday, 9:00 AM to 5:30 PM, and Saturday and Sunday, 10:00 AM to 2:00 PM, Pacific time. We will respond to you within 1 business day.
Thank you for shopping with us.