Complaints and returns

The buyer has the right to return the goods within 14 calendar days from the date of receipt of the order. Any goods purchased from the ELES STUDIO e-shop can be returned, except for earrings for hygiene reasons.

RETURNS AND EXCHANGES WILL ONLY BE ACCEPTED FOR THE FOLLOWING REASONS:

- The goods have a significant defect.

- You were sent the wrong item.

- The wrong ring, bracelet or necklace size was chosen.

For returns or complaints, please first contact our customer service at info@eles-studio.com. Shipments sent without prior agreement will not be accepted!

Returned goods can be exchanged for a new product or you will be refunded to the account from which the order was paid. The payment will be sent to the buyer within 7 business days at the latest.

All goods can be returned within a maximum of 2 weeks from the date of receipt of the order. ELES STUDIO is not responsible for lost or stolen items or jewelry repaired by another company. For hygiene reasons, we do not offer returns or exchanges of used goods. Goods must be returned in their original packaging incl. all components and must not show any signs of use.

FILING A COMPLAINT

We provide a warranty for all goods for a maximum of 6 months from the date of receipt of the order. If the buyer discovers a defect in the purchased goods during the warranty period, he has the right to complain to us. ELES STUDIO does not refund money for complained goods.

Under what conditions is it not possible to file a complaint?

A claim cannot be made if the jewelry is permanently damaged or its lifespan is shortened due to failure to follow the instructions below:

  • The jewelry must not be exposed to chemicals (including perfumes or cleaning products)
  • It must be protected from long-term exposure to water and steam.
  • It is not possible to subject the jewelry to any mechanical stress.
  • The jewelry should not be worn in dusty environments.
  • When performing heavy and rough work, you should always put your jewelry aside.

Returns and exchanges do not apply to custom-made products, when the product was made outside the regular offer or in non-standard sizes. Personalized jewelry, i.e. jewelry with personal engraving (letters, numbers), cannot be returned. Custom-made products are handled individually by e-mail info@eles-studio.com

All shipping costs associated with the exchange or return of goods are borne by the buyer, except in cases where the goods are defective or incorrect. Postage will be paid by bank transfer after prior arrangement.