Returns and Refund
At Maison Ellem, we want you to love your jewellery as much as we love designing it. If you’re not entirely delighted with your piece, we’re here to help resolve any issues smoothly and effortlessly.
Returns
We gladly accept returns on catalogue items within 14 days of delivery, provided the piece is unworn, unaltered, and in its original packaging and condition.
Please note:
Made-to-order or custom engraved items cannot be returned, as these are crafted especially for you.
For hygiene reasons, pierced earrings are non-returnable.
If you’d like more information or guidance on a particular piece before making a decision, please feel free to contact us — we’d be delighted to help you find exactly what you’re looking for.
Repairs & Damage
If your piece has a defect or damage upon delivery, please contact us immediately for assistance. We will do our best to resolve the issue promptly and fairly.
Repairs for damage due to accidental breakage or normal wear and tear may be subject to a small service fee. Please get in touch with us to discuss your options and pricing.
Refunds
Refunds will be processed once we have received and inspected your return.
Please be advised:
We do not accept returns or exchanges for used jewellery.
Custom, made-to-order, or engraved items are non-refundable and non-exchangeable.
All returns must be accompanied by the original sales receipt or packing slip and must be in unworn, sellable condition.
Refunds will be made to the original form of payment used at the time of purchase. If your original payment was made in cash, a company cheque will be issued instead. Gift recipients may be eligible for merchandise credit in lieu of a cash or card return.
How to Initiate a Return or Repair
If you’d like to return or repair an item, please:
Contact us first to let us know your intention and receive instructions.
Prepare your piece in its original packaging, safely and securely.
Send it back to us within 14 days of delivery.
We advise you to use a trackable delivery service, as we cannot be held liable for parcels that are delayed or lost in transit.