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Returns & Refund Policy

Beautiful Moments by Elka

 

Last Updated: 4.3.2026

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At Beautiful Moments by Elka, we take pride in creating high-quality handmade jewellery. If you are not completely satisfied with your purchase, this policy explains how returns, refunds and exchanges are handled.

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1. Right to Return (Non-Personalised Items)

In accordance with EU consumer protection laws, customers have the right to return non-personalised items within 14 days of receiving their order, without giving a reason.

To be eligible for a return:

  • The item must be unused and unworn

  • The item must be in its original condition

  • The item should be returned in original packaging where possible

Customers must notify us within 14 days of receiving the item to request a return.

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2. Non-Returnable Items

The following items cannot be returned or refunded unless they are faulty:

  • Personalised jewellery

  • Custom-made jewellery

  • Items that have been worn

  • Items returned damaged due to improper handling

This is in accordance with EU consumer legislation regarding customised goods.

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3. Faulty or Damaged Items

If your item arrives damaged or faulty, please contact us within 7 days of delivery.

We may request photos of the issue.

If a fault is confirmed, we will offer one of the following:

  • Replacement

  • Repair

  • Refund

Return shipping costs for faulty items will be covered by Beautiful Moments by Elka.

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4. How to Request a Return

To request a return, please contact us with the following information:

  • Order number

  • Name used for the order

  • Description of the issue or reason for return

Contact email:
[Insert Email Address]

Once approved, we will provide return instructions.

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5. Return Shipping

Customers are responsible for return shipping costs unless the item is faulty.

We recommend using a tracked shipping service, as Beautiful Moments by Elka cannot be responsible for returned items lost in transit.

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6. Refunds

Once the returned item has been received and inspected, we will notify you of the refund status.

If approved:

  • Refunds will be issued to the original payment method

  • Processing may take 5–10 business days depending on your bank or payment provider

Shipping costs are non-refundable, unless the item is faulty.

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7. Exchanges

If you would like to exchange an item, please contact us.

Exchanges may be possible depending on stock availability.

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8. Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account again

  2. Contact your payment provider

  3. Contact us if the issue continues

 

9. Contact

If you have any questions about returns or refunds, please contact:

Beautiful Moments by Elka
Gibraltar
Email: elka@thejewelbox.gi

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