A clear return or replacement request starts with accurate order information and evidence of the issue. This is especially important for jewelry, where a concern may involve the wrong SKU, size, quantity, finish, stone, clasp, or shipping damage.
ELARLACE reviews return, exchange, refund, and replacement requests according to the specific order and reported issue. The website does not currently publish a universal return window, so buyers should contact ELARLACE for approval before sending any item back.
Contact ELARLACE before returning an item
Do not mail a product back without first contacting the ELARLACE team. An unapproved return may not contain enough information to identify the buyer, order, product, or requested resolution.
Start through the ELARLACE contact page or email sales@elarlace.com. Describe the issue and wait for instructions about the next step.
What information should a buyer prepare?
Include the following information whenever possible:
- Order number or Request Order reference
- Business and buyer name
- Contact email
- Product title and SKU
- Variant or size, when applicable
- Quantity affected
- Date the shipment was received
- A concise description of the issue
- Clear photos of the product and packaging
If several products are affected, list each SKU and quantity separately. This makes the request easier to review and reduces back-and-forth communication.
How should photos be taken?
Photos should make the reported issue easy to identify. Useful images may include:
- A full view of the product.
- A close-up of the damaged, missing, or incorrect area.
- The product packaging and label.
- The shipping carton if it arrived damaged.
- All affected pieces together when the quantity is relevant.
Use natural light when possible and avoid filters. If the problem involves a clasp, hinge, post, setting, or size, include an angle that shows that feature clearly.
Shipping damage, defects, and incorrect items are different issues
| Issue type | Examples | Helpful evidence |
|---|---|---|
| Shipping damage | Crushed packaging, broken component, impact damage | Product, inner packaging, shipping carton, and label |
| Product defect | Loose setting, broken clasp, missing component | Full product view and close-up of the defect |
| Incorrect item | Wrong SKU, color, finish, size, or quantity | Received product, SKU label, and order details |
| Change-of-mind request | Style or quantity no longer needed | Order details and current product condition |
Identifying the issue correctly helps ELARLACE review the appropriate next step. A shipping-damage claim may require different evidence from a size or change-of-mind request.
What happens after a request is submitted?
ELARLACE will review the order details, reported issue, product condition, and supporting photos. Depending on the circumstances, the team may request more information or provide instructions for the proposed resolution.
A refund, exchange, replacement, credit, or return authorization is not automatic. The available resolution is confirmed after review of the specific order.
Do Sample Cart and Request Order purchases follow the same process?
The starting point is similar: contact ELARLACE with the order reference, SKU, quantity, issue description, and photos. However, the order records and commercial terms may differ.
- Sample Cart purchase: provide the online order number and the product details shown in checkout.
- Request Order: provide the request or confirmed order reference and identify the affected line items.
For an explanation of the two buying paths, read Sample Cart or Request Order?
Check products promptly after delivery
Retailers should inspect the shipment soon after it arrives. Compare the received products with the packing information and review:
- SKU and variant
- Quantity
- Visible finish and stone condition
- Clasps, posts, hooks, hinges, and settings
- Packaging condition
Prompt inspection creates a clearer record of the shipment condition and makes it easier to document transit damage or an incorrect item.
Keep products and packaging while the request is reviewed
Do not discard the product, tags, retail packaging, inner packing materials, or shipping carton while a claim is under review. ELARLACE may need photos or additional details from these items.
Do not repair, alter, wear, or resell an item that is being reported as damaged, defective, or incorrect unless the team has confirmed the next step.
How can retailers reduce avoidable return questions?
Before placing an order:
- Review the product title, SKU, images, size, and materials.
- Confirm the selected ring size or other variant.
- Distinguish the Wholesale / Sample Price from the Suggested Retail Price.
- Use a Request Order when quantities, mixed styles, availability, or additional savings need review.
- Ask product questions before checkout when a detail is important to the buying decision.
The Jewelry Materials Explained guide can help buyers interpret common product descriptions before ordering.
Frequently asked questions
Is there a universal return window?
The website does not currently publish one universal return window. Contact ELARLACE promptly with the order details so the request can be reviewed.
Should I ship an item back immediately?
No. Contact ELARLACE first and wait for return or replacement instructions.
What if the shipment contains the wrong SKU or size?
Provide the order number, received SKU or size, expected item, quantity, and clear photos of the product and label.
What if an item is damaged in transit?
Keep the shipping carton and packing materials. Photograph the product, packaging, carton damage, and shipping label before contacting ELARLACE.
Is a refund or replacement guaranteed?
No specific resolution is automatic. ELARLACE reviews the order and evidence, then confirms the applicable next step.
Start with clear documentation
A complete request helps the team understand what happened and respond with fewer follow-up questions. Keep the product and packaging, gather the order reference and SKU, take clear photos, and contact ELARLACE before returning anything.
For assistance, use the contact page, email sales@elarlace.com, or email chloe@shmagicwheels.com.