Return Policy

🚫 ALL SALES ARE FINAL (HYGIENE & SANITARY POLICY)

At Ela Stories, all sales are final. For hygiene, health, and safety reasons, jewelry items cannot be returned or exchanged once they have been dispatched. This policy ensures that every customer receives a 100% brand-new, unworn, and sanitary product.

By completing a purchase, the customer acknowledges that they are purchasing a hygiene-sensitive item that is ineligible for return due to a "change of mind," "personal preference," or "incorrect sizing."

📦 CANCEL/RETURN POLICY

We do not accept cancellations or returns once products are purchased.

  • Cancellations: We cannot process a cancellation once an order has entered the processing stage. For unprocessed orders, a cancellation request may be reviewed; if approved, Store Credit will be offered.
  • Made-to-Order: Cancellations are strictly prohibited for made-to-order or customized items.

🔄 ELIGIBILITY FOR STORE CREDIT OR REPLACEMENT

Monetary refunds are not provided. Exceptions for Store Credit (valid for 3 months) or a Replacement are only made if:

  1. Your order was damaged in transit.
  2. You received the incorrect product.

In these strictly defined cases, items must be returned exactly as received: unworn, in original packaging, and with all tags and hygiene seals intact. For all other approved exchange requests, all shipping, courier, and logistics charges (both sending and receiving) are the sole responsibility of the customer.

🎥 MANDATORY UNBOXING VIDEO REQUIREMENT

To validate any claim of damage, a defect, or an incorrect item, the following protocol is strictly mandatory. No claim will be reviewed or processed without this evidence.

The Step-by-Step Claim Process:

  1. Submit Request: You must first submit a formal Return Request via our website within 24 hours of the carrier’s delivery timestamp.
  2. Email Video: You must email your unboxing video to info@elastories.com within the same 24-hour window.

Strict Video Requirements:

  • The Sealed Start: The video must begin with the package completely sealed in its original shipping state (including the courier’s outer packaging/mailer). Videos of already-opened, partially opened, or re-taped boxes will be rejected immediately.
  • Continuous Footage: The video must be a single, unedited, continuous shot with no cuts, transitions, or pauses.
  • Label Visibility: The shipping label must be clearly visible and legible at the start of the video.
  • The Reveal: The video must clearly show the entire process of opening the package and inspecting the item. The damage, defect, or incorrect item must be clearly visible in the footage

Failure to submit a website request AND provide a qualifying unboxing video within the 24-hour window will result in the immediate denial of the claim. No refund, replacement, or store credit will be provided.

 

⚠️ NON-ACCEPTABLE REASONS FOR CLAIMS

We will NOT accept requests for store credit, return, or exchange for the following:

  • Artisanal Variations: Handcrafted products using natural stones will have slight variations in color tone or small metal fillings. These are characteristics of craftsmanship, not defects.
  • Minor Transit Wear: Intentionally bent earring stems (to prevent breakage) or minor stones/beads falling off that can be fixed with fabric glue are not eligible for claims.
  • Photography Disclaimer: Product colors and textures may vary slightly (up to 1%) due to photographic lighting or screen settings.
  • Complimentary Items: The back rope is a complimentary gesture; damages to the back rope are not eligible for claims.
  • Shipping/Address Errors: Incorrect addresses, P.O. Box formats, failed delivery attempts, or packages refused by the recipient.
  • Carrier Delays: Delays caused by courier services or orders arriving after a specific event date.

RETURN SHIPPING LABELS & TIMELINES

  • Labels: A return shipping label is provided only for our errors (wrong item/defective product). Once issued, the product must be shipped back within 48 hours.
  • Inspection: Once we receive and inspect the returned product, we will notify you of the outcome. Approved replacements are subject to availability.
  • Verification: All items are thoroughly checked, and a video is recorded by our team before they are shipped to verify their perfect condition.