Refund policy
Returns & Exchanges
You never have to post anything back to us.
Most brands make you queue at a post office, pay for tracked shipping, and wait three weeks to see your money. We do not, because sending a necklace halfway around the world costs more than the necklace, and that cost ends up on you.
So we do it differently. If something is not right, you tell us. We fix it. The piece stays with you.
If a piece arrives damaged or not up to standard
This is what our exchange is for.
- Email contact@ellexist.com with a photo and your order number.
- We send a replacement free, and we cover the shipping.
- You keep the original. Nothing to pack, nothing to post.
- Covered for two years from the day it arrives.
Two years, because a piece you wear every day should last longer than a season. If the plating fails, a clasp gives, or a stone comes loose, that is on us and we replace it.
Two free exchanges, for two years
piece arrives damgaed or not up to standard?
- Two exchanges per order, any time within two years of delivery.
- Swap for another piece of equal value.
- We ship the new one free. Again, you keep the original.
Two years, we would rather you were wearing something than nothing.
Cancelling before it ships
Email us before your order is dispatched and we cancel and refund in full.
*Cancellation requests are subject to a €7 processing fees.
Wrong or incomplete address
Please check your address at checkout. It is the one thing we cannot fix from here.
If a parcel comes back to us because the address was wrong or incomplete, we will contact you and reship once you confirm the correct one. Reshipping costs €20.
We cannot take responsibility for parcels lost, delayed or returned because of an address error made at checkout.
One small ask
This policy runs on trust, and trust is cheaper than shipping labels for everyone.
We refund and exchange generously and we do not ask questions. We do reserve the right to decline where an account is clearly abusing it, and to limit this to a reasonable number of orders per customer. In more than two years we have almost never had to.
Questions
contact@ellexist.com
We answer every email.