Refund policy
Return and Exchange Policy
At Elizalde Jewelers, we take pride in the quality and craftsmanship of the jewelry and watches we sell. We understand that an online purchase may occasionally need to be returned or exchanged.
This policy explains the requirements and procedures applicable to returns, exchanges, refunds, in store purchases, and customer pickup orders.
Unless otherwise stated below, online orders shipped to a customer may be submitted for return within 7 calendar days from the date the carrier marks the order as delivered.
1. Online Return Eligibility
To qualify for a return, all of the following requirements must be satisfied:
• The return request must be submitted within 7 calendar days from the date the carrier marks the order as delivered.
• The merchandise must be unworn, unused, unaltered, and in the same condition in which it was received.
• All original tags, packaging, boxes, accessories, warranty materials, documentation, and other contents included with the merchandise must be returned.
• The green Elizalde Jewelers swing tag must remain attached, intact, and unaltered. If the swing tag has been removed, cut, detached, replaced, or altered, the merchandise is not eligible for return.
• A valid receipt, order confirmation, or other acceptable proof of purchase must be provided.
• Elizalde Jewelers must issue a written Return Authorization before the merchandise is shipped back.
Merchandise that does not satisfy these requirements may be refused.
Authorization to ship merchandise back does not guarantee that the return will ultimately be approved. Final eligibility is determined after the merchandise has been received and inspected.
2. Requesting a Return
To request a return, contact Elizalde Jewelers at contact@elizaldejewelry.com within 7 calendar days of carrier confirmed delivery.
Customers may also submit a return request through the orders section of their customer account when that option is available.
The request should include:
• Customer name
• Order number
• Merchandise being returned
• Reason for the return
• Any photographs or other information reasonably requested by Elizalde Jewelers
If the request is eligible for review, Elizalde Jewelers will provide a written Return Authorization and return instructions to the email address associated with the order.
A return is not authorized until written approval has been provided by Elizalde Jewelers.
3. Return Authorization and Shipping Deadline
After a Return Authorization is issued, the customer must provide the merchandise to the return carrier within 7 calendar days.
Carrier acceptance or documented drop off must occur within this 7 calendar day period.
If the merchandise is not provided to the carrier within the required period, the Return Authorization expires and the merchandise will no longer qualify for return under this policy, except where otherwise required by applicable law.
A Return Authorization applies only to the merchandise identified in the authorization.
Additional merchandise must not be included without prior written approval.
4. Return Shipping and Insurance
Return shipping and appropriate shipping insurance are the responsibility of the customer unless Elizalde Jewelers determines that the merchandise was incorrectly shipped, damaged in transit, defective upon arrival, or applicable law requires otherwise.
Customers may arrange their own insured return shipment or request a prepaid return label from Elizalde Jewelers when available.
If an Elizalde Jewelers prepaid label is used for a standard voluntary return, the cost of the label may be deducted from the refund.
Customers using their own carrier are responsible for selecting an appropriate shipping service, purchasing adequate insurance, securely packaging the merchandise, and retaining tracking information.
Risk of loss for a customer initiated return remains with the customer until carrier tracking confirms that the package has been delivered to the return location designated by Elizalde Jewelers.
Elizalde Jewelers is not responsible for return packages lost, stolen, damaged, delayed, or misdirected before confirmed delivery to our designated return location.
5. Restocking Fee and Nonrefundable Charges
Approved online returns are subject to a 10 percent restocking fee.
The restocking fee helps cover costs associated with receiving, inspecting, processing, repackaging, retagging, and preparing returned merchandise for inventory.
Original shipping charges, expedited shipping charges, gift wrapping charges, and other delivery related charges are nonrefundable unless the return results from an error by Elizalde Jewelers or applicable law requires otherwise.
The 10 percent restocking fee does not apply to an approved exchange.
The restocking fee will also not be charged where prohibited by applicable law.
6. Inspection of Returned Merchandise
All returned merchandise is inspected before a refund or exchange is approved.
Elizalde Jewelers may examine the merchandise, tags, packaging, accessories, documentation, serial numbers, condition, finish, sizing, and other relevant characteristics to determine whether the requirements of this policy have been satisfied.
Merchandise may be denied if inspection reveals evidence of:
• Wear or use
• Scratches, dents, discoloration, or other damage occurring after delivery
• Resizing or alteration
• Repair or attempted repair
• Missing stones, components, links, accessories, or documentation
• Removal or alteration of the green Elizalde Jewelers swing tag
• Missing required packaging
• Damage caused by misuse, improper handling, neglect, or improper storage
• Any condition inconsistent with the merchandise having remained unworn and unused
Return eligibility decisions will be made by Elizalde Jewelers based on the condition of the merchandise and the requirements of this policy, subject to applicable law.
If a return does not satisfy the requirements of this policy, Elizalde Jewelers may refuse the return and arrange for the merchandise to be sent back to the customer at the customer's expense.
7. Refund Method and Processing
Once a return has been received, inspected, and approved, the eligible refund will be issued to the original payment method.
The refund amount will reflect any applicable restocking fee, return shipping charge, or other charge permitted under this policy and applicable law.
Elizalde Jewelers will generally process an approved refund within 10 business days following approval of the returned merchandise.
Financial institutions, credit card issuers, financing providers, and payment processors may require additional time to post the refund to the customer's account.
Elizalde Jewelers does not control processing times imposed by the customer's financial institution or payment provider after a refund has been submitted.
If more than 15 business days have passed after Elizalde Jewelers confirms that a refund was approved and submitted, contact contact@elizaldejewelry.com with the applicable order number.
8. Damage, Incorrect Merchandise, and Issues Upon Arrival
Customers should inspect merchandise promptly after delivery.
Shipping damage, incorrect merchandise, missing merchandise, or defects reasonably apparent upon delivery should be reported to Elizalde Jewelers within 48 hours of receipt.
Reports should include:
• Order number
• Description of the issue
• Photographs of the merchandise
• Photographs of the shipping packaging
• Photograph of the shipping label when applicable
Customers should not wear, resize, alter, repair, or attempt to repair merchandise after discovering an issue.
Prompt reporting helps Elizalde Jewelers document the condition of the merchandise, investigate the shipment, and determine the appropriate resolution.
Failure to report an issue reasonably apparent at delivery within 48 hours may affect our ability to verify that the issue existed when the merchandise was received.
Nothing in this section limits any warranty, statutory right, or consumer remedy that cannot lawfully be limited or waived.
9. Nonreturnable and Nonexchangeable Merchandise
The following merchandise is considered final sale and is not eligible for voluntary return or exchange:
• Custom made jewelry or merchandise created according to customer specifications
• Engraved merchandise
• Personalized jewelry, including names, initials, monograms, dates, messages, or custom text
• Resized rings
• Altered chains, including merchandise modified in length or fitted with a different clasp
• Merchandise otherwise modified at the customer's request
• Earrings for hygiene reasons
• Merchandise specifically identified as final sale or not returnable before purchase
• Merchandise showing evidence of wear, use, damage, repair, modification, or alteration after delivery
For purposes of this policy, Elizalde Jewelers rings are generally produced at standardized sizes of size 10 for men's rings and size 6 for ladies' rings. A ring ordered above or below the applicable standardized size may require resizing and is therefore considered resized merchandise for purposes of this policy.
Final sale status does not eliminate rights or remedies that cannot lawfully be waived, including applicable rights concerning merchandise that was defective, incorrectly supplied, or otherwise subject to mandatory consumer protection law.
10. Online Exchanges
Customers requesting an exchange should contact contact@elizaldejewelry.com within the applicable return period.
Merchandise must satisfy the same condition requirements applicable to an online return unless otherwise approved by Elizalde Jewelers.
Approved exchanges are not subject to the 10 percent restocking fee.
Customers remain responsible for applicable shipping charges unless Elizalde Jewelers determines otherwise.
Replacement merchandise is subject to availability and cannot be guaranteed.
For faster service, Elizalde Jewelers may recommend returning eligible merchandise and placing a separate order for the desired replacement.
Any separate purchase remains subject to its own applicable terms and policies.
11. In Store Purchase Policy
All purchases completed at an Elizalde Jewelers retail location are final sale and are not eligible for a refund, except where otherwise required by applicable law.
Eligible merchandise may be exchanged within 3 calendar days from the date of purchase.
To qualify for an in store exchange, the merchandise must:
• Be unworn and unused
• Remain unaltered
• Be in its original condition
• Include all original tags, packaging, accessories, and documentation
• Include valid proof of purchase
• Retain the intact and unaltered green Elizalde Jewelers swing tag when applicable
All exchange requests are subject to inspection and approval by Elizalde Jewelers.
Merchandise showing evidence of wear, damage, resizing, repair, alteration, misuse, or missing required components will not qualify for exchange.
Custom made merchandise, engraved merchandise, resized merchandise, altered merchandise, personalized merchandise, earrings, and merchandise designated as final sale are not eligible for exchange, except where otherwise required by applicable law.
An approved exchange may be applied toward another eligible item.
If the replacement merchandise costs more than the original merchandise, the customer must pay the difference at the time of the exchange.
If the replacement merchandise costs less than the original merchandise, any remaining value may, subject to approval, be applied toward other merchandise or issued as store credit.
Any store credit issued will be subject to the terms disclosed when the credit is issued and applicable law.
In store purchases do not become eligible for the online return policy by contacting customer service or attempting to return the merchandise by mail.
12. Customer Pickup Orders
All orders designated for customer pickup are governed by the Elizalde Jewelers in store purchase policy for purposes of returns and exchanges.
This applies regardless of whether the pickup order was originally placed or paid for:
• Through the Elizalde Jewelers website
• By telephone
• Through an electronic invoice or payment link
• Through another remote ordering method
• At an Elizalde Jewelers location
Choosing customer pickup means the order will not be governed by the standard 7 calendar day online shipped order return policy.
Customer pickup orders are final sale and are not eligible for a refund, except where otherwise required by applicable law.
Eligible pickup merchandise may be exchanged within 3 calendar days from the date the customer or the customer's authorized representative takes possession of the order.
The pickup date shown in Elizalde Jewelers' records will be used to determine the beginning of the exchange period.
Pickup merchandise must satisfy all eligibility requirements stated in the In Store Purchase Policy.
Custom made merchandise, engraved merchandise, resized merchandise, altered merchandise, personalized merchandise, earrings, and merchandise identified as final sale remain ineligible for exchange, except where otherwise required by applicable law.
Customers are encouraged to inspect their merchandise when receiving a pickup order and promptly bring any apparent discrepancy or concern to the attention of an Elizalde Jewelers associate.
Nothing in this section limits any right or remedy that cannot lawfully be waived.
13. Orders Delivered to Hotels and Temporary Accommodations
Customers who request delivery to a hotel, resort, temporary residence, vacation property, or other temporary accommodation assume responsibility for confirming that the destination accepts packages and has appropriate procedures for receiving and securing valuable merchandise.
For purposes of delivery, an order is considered delivered when carrier tracking confirms delivery to the shipping address provided by the customer.
After confirmed delivery, Elizalde Jewelers is not responsible for loss, theft, refusal, delay, mishandling, or misplacement caused by hotel employees, property staff, guests, third parties, or the recipient's failure to retrieve the package.
Customers are responsible for confirming package acceptance procedures, identification requirements, storage policies, fees, and pickup procedures with the destination before ordering.
Delivery issues occurring after carrier confirmed delivery to the requested address do not automatically qualify an order for replacement or refund.
Any voluntary return remains subject to the eligibility requirements and deadlines contained in this policy.
14. Rights Required by Applicable Law
Nothing in this policy is intended to restrict any consumer right or remedy that cannot legally be waived, excluded, or limited.
Where applicable law provides a customer with greater rights than this policy, the requirements of applicable law will control to the extent of the conflict.
This includes applicable laws concerning defective merchandise, warranties, mandatory cancellation rights, and statutory rights of withdrawal.
15. European Union Right of Withdrawal
Where European Union consumer law applies to an eligible distance purchase, a consumer may generally have the right to withdraw from the purchase within 14 days after receiving the merchandise, subject to applicable statutory requirements and exceptions.
Certain merchandise may be excluded from the statutory right of withdrawal, including merchandise made according to the customer's specifications or merchandise that is clearly personalized.
Customers seeking to exercise a statutory right of withdrawal should contact Elizalde Jewelers at contact@elizaldejewelry.com within the applicable statutory period.
Merchandise should be handled only to the extent reasonably necessary to establish its nature, characteristics, and functioning.
The customer may be responsible for return shipping where permitted by applicable law and properly disclosed before purchase.
Refunds, original delivery charges, diminished value, return costs, and processing will be handled as required by the law applicable to the transaction.
This section applies only where the relevant statutory right of withdrawal legally applies to the transaction.
16. Unauthorized or Misrouted Returns
Merchandise must not be returned without written authorization from Elizalde Jewelers.
Packages sent without a Return Authorization, sent to an incorrect address, sent cash on delivery, or otherwise returned contrary to the provided instructions may be refused.
If an unauthorized package is received, Elizalde Jewelers may arrange to return the merchandise to the sender at the sender's expense.
Acceptance of a package by Elizalde Jewelers or by a shipping facility does not constitute approval of the return or a commitment to issue a refund.
17. Abuse of the Return or Exchange Process
Elizalde Jewelers reserves the right to refuse a return or exchange when there is reasonable evidence of fraud, return abuse, merchandise substitution, alteration of identifying information, tampering with tags or serial numbers, or other conduct inconsistent with this policy.
Nothing in this section permits Elizalde Jewelers to deny rights or remedies that are mandatory under applicable law.
18. Policy Scope
This Return and Exchange Policy applies to purchases from Elizalde Jewelers unless separate written terms applicable to a specific transaction provide otherwise.
Purchases may also be subject to the Elizalde Jewelers Terms of Service, Shipping Policy, product specific warranty terms, manufacturer warranty terms, and other terms disclosed before or at the time of purchase.
If a provision of this policy conflicts with a mandatory requirement of applicable law, the mandatory legal requirement will control and the remaining provisions of this policy will remain in effect to the extent permitted by law.
Elizalde Jewelers may revise this policy from time to time.
Except where applicable law requires otherwise, the version of the policy in effect at the time of the applicable purchase will govern that transaction.
For questions concerning a return or exchange, contact:
Elizalde Jewelers
