Refund policy



Return & Exchange Policy

At EE, we want you to love your jewelry. If for any reason you are not fully satisfied with your purchase, you may request a return or exchange within 14 days of receiving your order.

Eligibility for Returns & Exchanges

  • Items must be returned within 14 days of delivery.

  • Products must be in their original condition, unworn, and with all packaging and tags intact.

  • Customized or final-sale items are not eligible for return.

Shipping Fees & Responsibility

  • If the return is caused by the consumer (e.g. you change your mind, order the wrong item, or no longer want the product), the consumer will be responsible for the shipping fee. The specific fee will depend on the courier service you choose.

  • If the return is due to our reasons (e.g. the item is damaged, defective, or you received the wrong product), EE will cover the full cost of return shipping.

    Return & Incorrect Address Policy

    Please ensure that all shipping information provided at checkout is complete and accurate.

    If a customer enters an incorrect or incomplete shipping address and the order is returned to us, we cannot be held responsible for the error.

    In such cases:

    • The cost of return shipping will not be covered by us.

    • Reshipping fees will be the responsibility of the customer.

    • If the customer declines reshipment, the order will not be refunded. All shipping costs and any return fees are non-refundable..

    We are not responsible for lost, delayed, or returned packages due to incorrect address information provided by the customer.



To start a return, you can contact us at contact@ellexist.com.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
return address : Floor 6, Building 3, Liandong U Valley Phase 2, south of No.140 Tongtai Road, Houzhai Street, Yiwu (warehouse)  

You can always contact us for any return question at contact@ellexist.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@ellexist.com.

How do I cancel an order?

You can cancel your order online before the product has been shipped. Your entire order amount will be refunded.

Unfortunately, an order cannot be cancelled once the item has been delivered to you.

*Cancellation requests are subject to a €7  processing fees. 

If a package is returned to the sender due to an address error or by the request of the recipient, we will charge a shipping fee of $25.00 and resend immediately.