Return & Exchange Policy

1. Stock Item Returns and Exchanges

We offer a 14-day return window for all eligible stock items purchased directly from our online collection. If you are not satisfied with your purchase, you may request a return for a refund, subject to the following conditions:

• Timeframe: The return request must be submitted within 14 days of the delivery date.
• Item Condition: The jewelry must be unworn, undamaged, and in its original condition.
• Jewelry Box: The original jewelry box must be returned in its original condition with the original VOID security label intact.
• Security Label:The original VOID security label on the jewelry box must remain complete, intact, and unbroken. Returns with a broken, removed, altered, or missing security label are not eligible for refund.
• Packaging:All original certificates, documentation, accessories, and packaging must be included.
• Shipping: Customers are responsible for return shipping costs. The return package must be shipped using an insured, trackable service that requires a signature upon delivery. Éclat de Gemmes is not responsible for items lost or damaged during return transit.We recommend keeping your shipping receipt and tracking number until your return has been received and processed.

2. Custom Order Policy

Due to the unique and personal nature of custom-made, custom-designed and custom-sourced items are generally **non-refundable and non-exchangeable**.

Our process is designed to ensure satisfaction before production begins. The initial deposit secures the sourcing of your raw materials and is non-refundable once materials are acquired. We only proceed to production after receiving your final approval on the sourced gems.

If your custom order arrives with a confirmed manufacturing defect, please contact us immediately, and we will arrange for complimentary repair or replacement.

3. Return Procedure

1. Return Request: Log in to your account and open the Order Details page. Click the Request Refund button and provide: the reason for the request, clear photos of the item, clear photos showing the jewelry box and the intact VOID security label.
2. Await Review: Our team will review your request and may contact you if additional information is required. Please do not ship your return until you receive our approval.
3. Ship the Return: Once your request is approved, securely package the item together with the original jewelry box, certificates, documentation, and accessories. Ship the package using an insured, trackable shipping service that requires a signature upon delivery.

4. Refunds

After we receive your returned package, our team will inspect the item, jewelry box, security label, certificates, and accompanying materials to verify that all return conditions have been satisfied.

If the return is approved, your refund will be issued to the original payment method. Refunds are generally processed within 7–10 business days, although the time required for the funds to appear in your account depends on your payment provider.

If the returned item does not meet the conditions of this policy—including if the jewelry box has been opened or damaged, or if the VOID security label has been broken, removed, or altered—the refund request may be denied, and the item may be returned to you at your expense.