At Ephora Jewels, we want you to be happy with your purchase. If you receive a product that is damaged, defective, incorrect, or does not meet the applicable return conditions, we are here to assist you.
Please read the following Refund / Return Policy carefully before placing an order.
1. Eligibility for Returns
A return or replacement request may be accepted when:
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You have received a damaged or defective product.
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You have received an incorrect product.
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The product received is materially different from the product ordered.
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The product meets the specific return conditions stated on the product or website at the time of purchase.
Return requests must be raised within 7 days of delivery, unless a different period is specifically mentioned for the product.
Products must generally be returned in their original condition, including original packaging, tags, accessories, invoices, and other materials supplied with the order.
2. Products Not Eligible for Return
Certain products may not be eligible for return or exchange because of their nature, hygiene considerations, customization, or other applicable conditions.
Unless otherwise stated on the product page, the following may be non-returnable:
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Customized or personalized jewellery
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Products altered or modified at the customer's request
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Products that have been worn, used, damaged, or altered after delivery
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Products returned without original packaging or tags
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Products showing signs of misuse or accidental damage
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Products returned after the applicable return period
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Products specifically marked as non-returnable or final sale
Please check the product-specific return conditions before placing your order.
3. Damaged or Defective Products
We carefully inspect and pack orders before dispatch. However, if you receive a damaged or defective product, please contact us as soon as possible.
For faster resolution, we may request:
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Order number
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Photographs of the product
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Photographs of the packaging
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A clear description of the issue
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An unboxing video, where available
We may review the information and determine whether the product qualifies for replacement, return, or refund.
4. Incorrect Product Received
If you receive a product different from the one you ordered, please contact us within 7 days of delivery.
After verification, we may arrange for the incorrect product to be returned and provide a replacement or refund, as applicable.
5. Return Request Process
To request a return, please contact Ephora Jewels through the contact details provided on our website.
Please include:
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Your name
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Order number
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Product details
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Reason for the return
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Relevant photographs or videos
Our team will review your request and provide instructions if the return is approved.
Do not send a product back to us without receiving return instructions from our team.
6. Product Condition
For an approved return, the product should be:
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Unused and unworn
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In its original condition
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Free from damage, scratches, stains, or alterations
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Returned with original packaging
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Returned with applicable tags, certificates, accessories, and invoice, where provided
Ephora Jewels reserves the right to reject a return if the product does not meet the applicable return conditions.
7. Return Shipping
If the return is due to an incorrect, damaged, or defective product attributable to Ephora Jewels, we may arrange or reimburse reasonable return shipping costs, subject to verification.
For other eligible returns, applicable shipping or return charges may be deducted from the refund or may be payable by the customer, depending on the circumstances and the applicable product policy.
8. Refunds
Once the returned product is received and inspected, we will determine whether the refund is approved.
If approved, the refund will generally be processed within 5–7 business days after completion of the return verification.
The actual time taken for the amount to appear in your account may vary depending on your bank, card issuer, payment gateway, or other payment service provider.
Refunds will generally be made using the original payment method, where technically possible.
9. Cash on Delivery Orders
For Cash on Delivery orders, where a refund is approved, we may request the customer's bank account or other required payment details to process the refund.
Customers are responsible for providing accurate refund information.
10. Exchanges / Replacements
Where applicable, an eligible product may be replaced with the same product, subject to availability.
If the replacement product is unavailable, Ephora Jewels may offer an alternative resolution, including a refund where applicable.
Replacement availability may depend on the product and the reason for the return.
11. Order Cancellation
Cancellation requests should be made as soon as possible after placing an order.
An order may not be cancellable once it has been processed, packed, or dispatched.
If cancellation is approved after payment has been made, the applicable refund will be processed according to the refund procedure described in this policy.
12. Failed or Undelivered Orders
If an order is returned to us because the customer provided an incorrect address, incorrect contact information, refused delivery, or was unavailable for repeated delivery attempts, additional shipping charges may apply if the customer requests re-dispatch.
Any refund in such circumstances will be subject to the applicable deductions and return conditions.
13. Refund Delays
If you have been notified that a refund has been processed but the amount has not yet appeared in your account, please first check with your bank or payment provider.
If the refund remains unresolved, contact Ephora Jewels with your order details so that we can assist you.
14. Promotional and Sale Products
Products purchased during special promotions, discounts, clearance sales, or other promotional campaigns may be subject to different return or refund conditions.
The applicable terms displayed at the time of purchase will apply.
15. Fraudulent or Abusive Returns
Ephora Jewels reserves the right to refuse returns, refunds, replacements, or future orders where we reasonably identify fraudulent activity, misuse of the return policy, repeated abusive claims, product tampering, or other suspicious activity.
16. Changes to This Policy
Ephora Jewels may update or modify this Refund / Return Policy from time to time.
Any changes will be published on this page with a revised Last Updated date.
Customers are encouraged to review the policy before making a purchase.
17. Contact Us
For questions regarding returns, replacements, cancellations, or refunds, please contact us.