Return & Exchange Policy

1. Stock Item Returns and Exchanges

We offer a 14-day return window for all stock items purchased directly from our online collection. If you are not satisfied, you may return the item for a full refund or exchange, subject to the conditions below:

• Timeframe: The return must be initiated within 14 days of the delivery date.
• Condition: The item must be in its original, unworn condition, undamaged, and accompanied by the original packaging, certificates, and documentation.
• Shipping: Clients are responsible for all return shipping costs. The return must be sent via an insured, trackable, and signature-required method. Éclat de Gemmes is not responsible for lost or damaged returns.

2. Custom Order Policy

Due to the unique and personal nature of bespoke pieces, 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 a custom order arrives with a manufacturing defect, please contact us immediately, and we will arrange for complimentary repair or replacement.

3. Return Procedure

1. Initiate Contact: Email our client support team at returns@eclatgemmes.com with your order number and reason for return.
2. Receive Authorization: Wait for a Return Authorization Number (RAN) and detailed shipping instructions from our team. Returns without a valid RAN may be rejected.
3. Secure Packaging: Package the item securely, including all original certificates and documentation. Missing certificates will incur a replacement fee.
4. Shipment: Ship the package to the designated address using the required insured shipping method within the 14-day window.

4. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.