FAQ

Frequently Asked Questions

What should I do if my item is not eligible for a return?

If your item is not eligible for a standard return due to certain exclusions, such as Custom Items, Solid Gold, or items outside the 14-day return policy, you may receive a “reject” message. In this case, you can utilize our repair or warranty service instead. For more details, please click this link to proceed with a repair or warranty request. To verify return eligibility, refer to the item’s product page or contact our customer service team at support@elegantrend.org.

Do I have to pay for return shipping?

EleganTrend provides shipping labels for returns processed within 14 days of your order’s delivery date. After completing your return request, you’ll receive a confirmation email containing the authorization form and/or shipping label. If you don’t see the email, please check your spam/junk folder.

Note:

  • EleganTrend is not responsible for lost or damaged packages if you use a carrier other than the label provided.
  • If you use a different carrier, share the tracking number with our customer service team immediately.

Is there a processing fee for returns?

Domestic Orders (US, Canada):

  • Return for Store Credit: Returns for Store Credit are FREE. A Store Credit E-Gift Card will be sent automatically to the email address on file for the order amount.
  • Return for Refund: A $5.99 processing fee will be deducted from the reimbursed amount if a refund to the original payment method is selected.

International Orders:

  • Return for Store Credit: Returns for Store Credit are FREE. A Store Credit E-Gift Card will be sent automatically to the email address on file for the order amount.
  • Return for Refund: A $19.95 processing fee will be deducted from the reimbursed amount if a refund to the original payment method is selected.

What can I do if my item arrived damaged?

If your jewelry arrives damaged, contact our customer support team immediately at support@elegantrend.org for assistance.

Where can I go if I can’t find an answer to my question?

For further questions or assistance with your return or exchange, please contact our customer service team at support@elegantrend.org.

Am I able to return a Solid Gold item?

Solid Gold items cannot be returned, as each piece is made to order. These items are eligible for repairs at a fee of $99. For more details, contact our customer support team at support@elegantrend.org.

Am I able to return a Custom item?

Custom items cannot be returned. However, they are covered by our 30-Day Quality Guarantee, which includes a free, one-time repair for defects in craftsmanship or manufacturing issues.

Exclusions:

  • The guarantee is voided if user damage (e.g., water damage, accidental breakage, or missing stones) is detected.

After the 30-day guarantee, repairs will be subject to a $99 fee. For assistance, contact our customer service team at support@elegantrend.org.

What happens if I don’t return the free promo item?

Free gift promo items are tied to a minimum order value or other specified requirements. If the original order is returned in part or full, and the minimum requirements are no longer met, the free gift must also be returned in its original condition.

If the free gift is not returned, the refund will be reduced by $25 for the value of the gift.

What happens if I only return one item from a BOGO set?

To receive a full refund, both items from the BOGO set must be returned. If only one item is returned, a partial refund will be issued based on the returned item’s price.