Política de reembolso

Return Policy

Return, Refund & Shipping Policy

Every piece of Ella Yoo Jewelry is meticulously handcrafted in Los Angeles. To provide you with the best experience, please review our shipping and return policies based on your item's production type before placing an order.

1. Production & Shipping Times

Our items are categorized into two production types: Ready to Wear (Ready to Ship) and Made to Order.

  • Ready to Wear:
    • These are completed pieces currently in stock.
    • Orders are processed and shipped within 1–2 business days.
  • Made to Order:
    • These pieces are custom-crafted specifically for you once your order is placed.
    • Production Time: * Lab-created stones: 2–3 weeks
      • Natural stones: 6–8 weeks
    • All pieces are handmade in Los Angeles. Please note that high order volumes may cause slight delays.

2. Order Changes & Cancellations

  • Made to Order Items: Because the sourcing and production process begins immediately, we do not accept cancellations once an order is placed.
    • Modifications: You may request changes to your ring size or metal type (e.g., Yellow Gold to White Gold) within 24 hours of placing your order.
    • Changes requested after 24 hours may not be possible or may incur a 10% fee. We cannot accommodate changes to the overall design or the center stones.

3. Return & Exchange Policy (Domestic Orders)

[Ready to Wear Items]

  • Return Window: Returns must be requested within 7 business days of receiving your item.
  • Refunds: Eligible returns will be refunded to the original payment method, minus a 15% restocking fee and round-trip shipping costs.
  • Store Credit: If you opt for store credit instead of a refund, the 15% restocking fee will be waived. (Note: Items purchased with store credit are Final Sale).
  • Altered Pieces: If a Ready to Wear piece has been sized, re-sized, or altered in any way, it is eligible for store credit only.

[Made to Order Items]

  • All Made to Order, custom, bespoke, personalized, and engraved items are Final Sale. They cannot be returned, exchanged, or refunded.
  • Exceptions: In the rare event of a manufacturing defect or shipping damage, please contact us within 7 days of delivery with photos. Upon approval, we will repair or remake the piece.

4. International Orders

  • We do not accept returns, exchanges, or resizing requests for international orders. All international sales are Final Sale.

5. Shipping Details & Liabilities

  • Carriers: Domestic orders are shipped via UPS. International orders are shipped via UPS or DHL.
  • Domestic Perk: We offer complimentary UPS 3rd Day Air for all domestic orders.
  • Signature Required: For your security, all orders over $1,500 require a signature upon delivery.
  • P.O. Boxes: We cannot ship to P.O. Boxes via UPS.
  • Lost or Stolen Packages: Ella Yoo Jewelry is not responsible for packages lost or stolen during transit. However, if the shipment is eligible for insurance, we will assist you with the claim process.

6. Return Conditions & Process

  • Return Authorization (RMA): To initiate a return, you must contact cs@ellayoojewelry.com to receive an RMA code and an insured return shipping label. Returns sent without an RMA code will be refused. We are not responsible for loss or damage if you use a non-provided shipping label.
  • Item Condition: Returned items must be unworn, undamaged, and unscratched, with all original packaging, certificates, and tags included. Items that do not meet these conditions upon inspection will be rejected or may incur up to a 20% restocking fee.

7. The Nature of Handcrafted Jewelry

  • Because each piece is individually crafted by hand, slight variations are normal and add to the unique character of your jewelry.
  • Minor differences in stone color, metal texture, or hand-finished details (such as milgrain) are standard characteristics of handcrafted art and are not considered defects.