Peacock Airy Pendant - Pink

How do I care for my jewelry?

• Clean with a soft cotton cloth after use.
• Store in a dry, airtight plastic box. Avoid velvet or fabric storage to prevent moisture damage.
• Keep away from water, cosmetics, perfumes, and sprays.
• Remove before bathing, swimming, or exercising.
• Do not coat with nail polish or other substances.
  
  Proper care will keep your gorgeous jewelry looking new for years.

Do you have a physical outlet?
No, we do not have a physical shop yet. But you can feel free to reach out to us for scheduling FaceTime / WhatsApp calls. Please email us to schedule your appointments. You can find the details in our Contact Details Page.

Can I pick up my order?
Yes, please contact us at info@elastories.com with your order number.               

Is there any guarantee/warranty for my products?
No. There is no explicit guarantee / warranty. But we promise to deliver premium quality jewelry to you.

Can I return or exchange an item?
We do not offer any return or exchange. Please check our Return and Exchange Policies.

By completing a purchase at Ela Stories, the customer acknowledges and agrees to all terms and conditions outlined in this Shipping Policy.

Order Processing Time

• Processing: All orders are processed within 2–3 business days after payment confirmation.
• Schedule: Orders are not shipped or delivered on weekends or holidays.
• Timeline: Delivery timeframes begin after dispatch, not from the date the order was placed.

Shipping Options & Estimated Delivery Times

Delivery timelines are estimates only and are not guaranteed.

International Shipping, Customs & Duties

• Responsibility: Import duties, taxes, tariffs, or fees imposed by the destination country are the sole responsibility of the customer.
• Refusal of Fees: If a shipment is refused or returned due to unpaid customs fees, taxes, or import duties, no refund will be provided. * Abandonment: If a package is abandoned, refused, or destroyed by customs authorities for any reason, no refund will be provided.

Refused Shipments

If a customer refuses delivery of an order for any reason:

• The package will be returned to Ela Stories.
• Original shipping charges are non-refundable.
• No refund will be provided for the products or shipping costs associated with a refused delivery.

Mandatory Verification for Damaged or Incorrect Items

To process any claim for a damaged, defective, or incorrect item, the following conditions must be met:

1. Submission Window: You must submit a return request via our website and email the required evidence to info@elastories.com within 24 hours of the delivery timestamp.
2. Mandatory Unboxing Video: An unedited unboxing video is strictly required to validate your claim. 
   • The video must be a single, continuous shot from the moment the package is opened, with no cuts or edits.
   • The shipping label must be clearly visible in the video.
   • The damage, defect, or incorrect item must be clearly shown in the footage.
3. Visual Evidence: In addition to the video, clear photos of the damaged product and the original shipping packaging must be provided.

Incorrect Shipping Information

Customers are responsible for providing accurate shipping details at checkout.

• If an order is returned due to an incorrect or incomplete address provided by the customer, no refund will be provided for the original shipping charges.
• Reshipping fees will apply to any package returned due to address errors.

Returns & Shipping Costs

• Customers are responsible for all return shipping costs.
• All original shipping fees are non-refundable.
• In the event of an approved refund, the cost of original shipping and return shipping will be deducted from the total. No refund will be provided for the shipping portion of any transaction.

Customs & Duties for International Orders

We are not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

🚫 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.