We want you to be absolutely delighted with every purchase from Elara Muse! If, for any reason, you need to return or exchange an item, please read this helpful policy to guide you through the process.
1. General Return Process (Refunds)
1. General Return Process (Refunds)
How to Request a Return
To request a return for a refund, please email us at elaramuse@outlook.com with your order number and the reason for the return within 3 days of successful delivery.
Return Condition
- Items must be returned in unused condition, without wear or modification, and with original packaging intact.
- Once we receive and inspect your return, your refund will be processed within 7–10 business days to the original payment method.
- Processing times may vary depending on your payment provider (Please allow an additional 10-20 days for banks to process credit card refunds).
2.Exchanges (Store Credit)
2.Exchanges (Store Credit)
Exchange Window & Proof
- Exchange requests must be made within 3 days of delivery.
- Items must be in unused condition, with original packaging. Please include clear photo proof of the item's current condition before shipping it back.
- All successful exchanges will be issued as a store credit (credit note), redeemable at our online shop.
- All exchanges will be issued as store credit, provided in the form of a unique Gift Card Code (or equivalent voucher code), redeemable for the full value of the returned item at our online shop
Return Shipping for Exchanges
- Customers are responsible for the return shipping costs and ensuring the safe delivery of items back to us. We highly recommend using registered mail with insurance to protect your parcel.
3. Final Sale and Natural Exclusions
3. Final Sale and Natural Exclusions
Non-Returnable / Final Sale Items
The following items are considered final sale and cannot be returned or exchanged, unless they are defective upon receipt (proof required):
- All sale items.
- Custom orders (personalized items).
- Blind-box mystery bags.
Natural Variations are Not Defects
- Natural gemstones and crystals are unique treasures. Variations in color, internal inclusions, small cracks, or textures are normal characteristics of natural stone, not defects.
- Returns for dissatisfaction due to these natural variations will not be accepted.
4. Customer Responsibility and Shipping Risk (Critical)
4. Customer Responsibility and Shipping Risk (Critical)
Return Shipping Risk
- Customers bear the risk of loss or damage in transit when returning items to us. Please ensure proper packaging, label the parcel as fragile, and consider purchasing shipping insurance.
- Return shipping costs are non-refundable unless otherwise agreed upon (e.g., if the return is due to our confirmed error).
Responsibility for Delivery Issues
- Address Accuracy: The customer is solely responsible for ensuring the accuracy of their shipping address and phone number at the time of purchase.
- Delivery Failure: Should the carrier be unable to deliver the package due to an incorrect address, recipient absence, or failure to collect the parcel from the post office/service point by the deadline, the responsibility lies solely with the customer.
Packages Marked "Return to Sender"
- If a package is marked "Return to Sender" due to customer error (e.g., incorrect address, failure to pick up), we cannot provide a refund.
- Due to the prohibitively high international return shipping costs (often exceeding $50 USD per package), the package will typically not be physically returned to our warehouse.
- We strongly advise customers to contact the local postal service (e.g., USPS, Royal Mail) immediately to retrieve the package themselves before it is destroyed or processed.
