OUR RETURNS POLICY
In the unlikely event that you receive a product that is faulty, incorrect or unwanted, you can return it to us. Our returns policy is valid within 10 business days after you placed your order. With exchanges, your new item(s) will be shipped to you as soon as we receive your returning package and any additional payment which is required.
Please follow the steps below:
1) Contact us at [email protected] within 10 business days after you placed your order.
2) Indicate order number - shipping address - amount paid and reason for the return. Please indicate your contact details.
3) Wait our email of authorisation to the return. The return must be always authorised by us.
4) Ship the item back to us.
a) Returns and exchanges requested more than 14 days after receipt of your order will be granted at our discretion.
b) The items should be sent back in the original EKRIA gift box and postal packaging.
c) The items must be shipped back at your own costs.
d) We can only issue refunds or exchanges on items that are shipped back to us within 10 business days after you placed your order.
All successfully returned items will be only credited to the account used to originally purchased the items, less the cost of the shipping charge, any taxes or import duties incurred, if applicable.
We are unable to accept returns for unwanted goods if they have been used or soiled. For hygiene reasons, we are unable to accept any returns on earrings that have been opened. Your statutory rights are not affected.
Returning Goods from Non EU Countries:
If you are receiving your order outside the EU, you will also have received a Proforma Invoice with your package, this needs to be completed and enclosed with the items you wish to return.
On this form please indicate which item(s) are being returned by ticking the boxes alongside the product details. Complete the Returns Number section with the number you have been issued and sign appropriately.
All successfully returned items will be only credited to the account used to originally purchase the items, less the cost of the shipping charge, any taxes or import duties incurred.
Amend or cancel an order:
Should you wish to cancel your order prior to dispatch or make changes to it, simply email our customer services team at [email protected], who will be happy to help you with your query. Customer satisfaction is always our top priority, and as such we handle each query on an individual basis to the best of our ability. While we hope that you are delighted with your order, if you are not perfectly satisfied with your goods we will happily offer you a full refund or exchange. You can also cancel your order and obtain a full refund prior to any notification of already arranged delivery, usually within 3 day from the order.
If you have any queries, or wish to discuss the returns procedure in further detail, please do not hesitate to contact us at [email protected]