Returns & Exchanges

Returns & Exchanges

At ESERES, your happiness with your Eseres Jewelry is our priority. We want you to love your new pieces! If for any reason you're not completely delighted with your purchase, we offer a straightforward return and refund policy to ensure your satisfaction. We accept returns for eligible items within 30 days of delivery, because we want you to feel confident and comfortable with your choices.

When Can You Return or Exchange an Item?

We understand that sometimes things don't go as planned. Here are the situations where you can request a return or exchange:

  • Damaged or Defective Items: If your item arrives damaged or defective, please contact us with valid photo proofs within 48 hours of delivery. We'll quickly assess the issue and arrange for a replacement or a full refund.
  • Missing Items: If something is missing from your order, please let us know with valid photo proofs within 48 hours of delivery. We'll verify and send out the missing item, or provide a partial refund if preferred.
  • Incorrect Items Received: Did you receive an item different from what you ordered? Please contact us with valid photo proof within 48 hours of delivery. We'll arrange for the correct item to be sent to you or issue a refund for the incorrect one.
  • Items Not As Described: If the item you received doesn't match its description on our website, please reach out with valid photo proof within 48 hours of delivery. We'll work with you to resolve this. Please note: Slight color variations can occur due to monitor differences, and returns for this reason are not accepted.
  • General Returns (Within 30 Days): For any other reason you're not delighted with an eligible item, you can initiate a return within 30 days of delivery.

How to Qualify for a Return

To ensure a smooth return process, items must meet the following criteria:

  • Unused and in their original, beautiful condition
  • Returned with all original packaging intact
  • Completely free from any wear or damage

Your Refund Process

Once we receive and carefully inspect your returned item to ensure it meets our Return Policy, we'll process your refund swiftly.

  • Original Payment Method: Refunds are issued to the original payment method used for your purchase. If payment was made via Wire Transfer or Western Union, we'll issue your refund via PayPal.
  • Processing Time: We aim to process refunds within 5–10 business days after receiving and inspecting your returned item. We process these as quickly as possible, because we believe in a hassle-free experience, from purchase to return.
  • Need Help? If you don't receive your refund within the specified time, please don't hesitate to contact us or your bank directly.

Final Sale Items: Crafted with Care, Non-Returnable

A few special items are considered final sale due to their unique nature or for hygiene reasons. We hope you understand that this allows us to maintain the highest quality and safety standards.

  • All custom-made products (e.g., moissanite, solid gold, and personalized designs) are non-returnable as they are uniquely created for you.
  • For health and safety, earrings are also non-returnable.

Initiating Your Return

We aim to make the return process as simple as possible:

  1. Request a Return: Contact us within 30 days of delivery to initiate the return process for reasons other than damaged/missing/incorrect items. For damaged/missing/incorrect items, please contact us within 48 hours of delivery as noted above.
  2. Submit Your Request: Log into your account and submit a return request. Be sure to provide details about why you're returning the item and attach any necessary photo proofs. We'll get back to your request within 48 hours.
  3. Receive Your Return Confirmation: If your return is approved, we'll provide you with a Return Merchandise Authorization (RMA) number.
  4. Ship Your Item Back: Please send the item back to the address we provide, along with your RMA, within 48 hours of receiving your return confirmation.
  5. Provide Tracking: To ensure your return arrives safely, please use a trackable delivery service and provide us with the tracking number and website for verification.

Shipping Fees for Returns

We believe in fairness when it comes to shipping costs:

  • Our Mistake, Our Cost: If your return is due to our error (damaged, missing, incorrect, or not-as-described items), we'll cover both the return shipping and reshipping fees.
  • Your Choice, Your Cost: If you're requesting an exchange for an incorrectly placed order, or a general return, you'll be responsible for the return shipping fee, and the original shipping fee will not be refunded.
  • Return Shipping Prepayment: You might need to prepay for return shipping. However, if our customer service team confirms that the issue was our responsibility after receiving and reviewing the item, we'll refund your return shipping fee.

We're Here to Help!

Your satisfaction is important to us. If you have any questions or need further assistance with our return and refund policy, please reach out to our dedicated customer service team. We're always happy to help!