Returns & Exchanges

At ESERES, your happiness with our jewelry is our top priority. We want you to feel confident and delighted with your purchase. If for any reason you are not fully satisfied, we offer a clear and fair return and exchange policy.

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When Can You Return or Exchange an Item?

We understand that sometimes things don’t go as planned. You can request a return or exchange under the following situations:

• Damaged or Defective Items
  If your item arrives damaged or defective, please contact us within 48 hours of delivery with clear photo proof. We’ll quickly arrange a replacement or full refund.

• Missing Items
  If something is missing from your order, please notify us within 48 hours of delivery with supporting photos. We’ll send the missing item or provide a partial refund.

• Incorrect Items Received
  If you receive an item different from your order, please contact us within 48 hours of delivery with photo proof. We’ll send the correct item or issue a refund.

• Items Not as Described
  If the item does not match the product description on our website, contact us within 48 hours of delivery with photo proof. We’ll resolve the issue.
  Note: Slight color variations may occur due to monitor differences. Returns for this reason are not accepted.

• General Returns (Change of Mind)
  If you simply change your mind, you may return eligible items within 30 days of delivery. In this case, shipping fees are the buyer’s responsibility.

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Conditions for Returns

To qualify for a return, items must be:

• Unused and in their original condition

• Returned with all original packaging intact

• Free from wear, damage, or alterations

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Refund Process

• Original Payment Method
  Refunds will be issued back to your original payment method. If the original payment method is unavailable (e.g., Wire Transfer or Western Union), we’ll arrange the refund via PayPal or another mutually agreed method.

• Processing Time
  Refunds are typically processed within 5–10 business days after we receive and inspect the returned item. If you don’t see the refund after this period, please contact us or your bank directly.

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Non-Returnable Items

Some items cannot be returned due to their unique or hygienic nature:

• Custom-made or personalized items (including moissanite, solid gold, and engraved designs)

• Earrings (for hygiene reasons)
  Exception: If such items arrive defective or incorrect, we will accept a return or replacement.

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How to Initiate a Return

1. Request a Return

   • For damaged, missing, incorrect, or not-as-described items: contact us within 48 hours of delivery.

   • For general returns: contact us within 30 days of delivery.

2. Submit Your Request
   Log into your account and submit a return request, including the reason and photo proofs if applicable. We will respond within 48 hours.

3. Receive Return Authorization
   If approved, we’ll provide a Return Merchandise Authorization (RMA) number and return address.

4. Ship Your Item Back
   Please send the item back within 5–7 days of receiving return confirmation. Include the RMA number inside the package.

5. Provide Tracking
   Use a trackable shipping method and share the tracking number with us for verification.

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Shipping Fees for Returns

• Our Responsibility: If the return is due to our error (damaged, missing, incorrect, or not-as-described items), we will cover return shipping and reshipping fees.

• Customer’s Responsibility: If the return is for a general reason (e.g., change of mind, incorrect order placed), the customer will cover return shipping costs. Original shipping fees are non-refundable.

• Advance Payment: In some cases, you may be asked to prepay return shipping. If it is later confirmed to be our responsibility, we will refund your shipping cost.

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We’re Here to Help

Your satisfaction means everything to us. If you have questions or need help with your return or exchange, please reach out to our customer service team anytime—we’re always happy to assist.