We want you to feel confident shopping with ELAROVIQ. For eligible non-personalised products, you may request a change-of-mind return within 7 calendar days after delivery. Please send the item back within 7 calendar days after notifying us.
These voluntary return periods do not limit any longer statutory withdrawal periods or your rights concerning faulty, damaged, incorrect, or misdescribed goods.
Return Eligibility
To qualify under our voluntary return policy, items must be:
- Unused, unworn, and free from customer-caused damage;
- Complete with their original accessories and included components;
- Returned with original packaging where reasonably possible;
- Accompanied by an order number or other proof of purchase.
DIY bead packs and jewellery component sets must be unused and contain all supplied pieces. Please contact us for return instructions before shipping your parcel. These conditions do not override statutory inspection or withdrawal rights.
Non-Returnable Items
Our voluntary change-of-mind return policy does not cover:
- Clearly personalised jewellery, including custom engraving or items made to your individual specifications;
- DIY components that have been used, assembled, altered, or returned incomplete;
- Products damaged through misuse, improper care, accidental damage, or normal wear.
Selecting a standard size, colour, or chain option does not automatically make an item non-returnable.
These exclusions do not remove your rights if an item is faulty, damaged on arrival, incorrect, or not as described, or where a return is required by applicable law.
Personalisation Errors
Please check all names, initials, spelling, sizes, and design instructions before placing your order.
If we produce an item incorrectly compared with your confirmed instructions, contact us so we can arrange an appropriate remedy. If the item accurately reflects incorrect details you supplied, a complimentary replacement or refund may not be available, subject to applicable law.
Damaged, Defective, or Incorrect Items
Inspect your order promptly after delivery. Email service@elaroviq.it.com, preferably within 7 days of delivery, with your order number, a description of the issue, and photographs if available.
We will assess the issue and arrange an appropriate repair, replacement, or refund in accordance with applicable law. We cover reasonable return shipping costs for confirmed faulty, damaged, or incorrectly supplied items.
Reporting an issue after seven days does not remove your statutory rights.
Return Process
- Email service@elaroviq.it.com with your order number and the items you wish to return.
- We will provide return instructions and confirm the applicable return address.
- Package the items securely and retain proof of posting. A tracked shipping service is recommended.
Please do not send returns to our company address or the address on your shipping label unless we confirm it as the correct destination. A statutory withdrawal does not depend on our prior approval.
For change-of-mind returns, customers pay direct return postage unless we have agreed otherwise or applicable law requires us to cover it. Return postage varies by carrier and location.
Original shipping charges are generally excluded from voluntary change-of-mind refunds, except where reimbursement is required by law. We do not charge a restocking fee.
Refunds
After receiving and assessing your return, we will notify you of the outcome and explain any refusal or lawful deduction.
Approved refunds are submitted to the original payment method within 5–10 business days, or sooner where required by law. Your bank or payment provider may take additional time to display the credit.
Exchanges
We do not offer direct exchanges. If your return is eligible, you may return the item for a refund and place a new order for your preferred product, size, or colour. This does not affect replacement remedies for faulty or incorrect items.
Order Changes and Cancellations
Contact service@elaroviq.it.com as soon as possible, preferably within 12 hours of ordering, if you need to change or cancel your order.
We will try to accommodate your request, but changes may not be possible after dispatch or once personalised production begins. If an order has already shipped, applicable return and statutory withdrawal rights still apply.
Missing Packages
If tracking shows “delivered” but you cannot locate your parcel, check with household members, neighbours, building management, and the carrier, then contact us promptly.
We will investigate and may request reasonable supporting information. A delivered tracking status does not automatically prevent a replacement or refund where required by applicable law.
Statutory Withdrawal Rights
Where EU/EEA distance-selling withdrawal rules apply, eligible customers generally have 14 days after delivery to notify us of withdrawal, followed by 14 days to return the goods. Clearly personalised goods may be exempt where legally permitted.
For a valid statutory withdrawal, we reimburse applicable payments, including standard outbound delivery costs, within 14 days of receiving your withdrawal notice. Where permitted, we may withhold reimbursement until we receive the goods or evidence of their return, whichever occurs first. Additional premium-delivery charges need not be reimbursed.
Customers elsewhere retain all mandatory withdrawal, warranty, and consumer rights available under applicable law.
Contact
Email: service@elaroviq.it.com
Business Operator: CHARMING JEWELLERY LIMITED
Company Address: Flat/Room 328, Block B, 3/F, Focal Industrial Centre, 21 Man Lok Street, Hung Hom, Kowloon, Hong Kong.
Please contact us for the correct return destination before posting any items.