CLIENT CARE
Clear guidance on return and exchange eligibility, refunds and bespoke orders.
CLIENT CARE
Review eligibility, sizing exchanges, return steps and refund details before contacting our team.
Eligible listed jewellery delivered within Canada or the United States may be returned or exchanged in accordance with this policy. Please contact us within 7 days of delivery to initiate a standard return or exchange request. Ring-size exchanges have a separate 30-day request window, subject to eligibility. Bespoke, personalized, and other final-sale orders are excluded from voluntary returns and exchanges, except where required by applicable law.
Need a different size? Request a complimentary ring-size exchange within 30 days of delivery. Not every ring design can be resized. Contact us first so we can confirm whether your ring is eligible and explain the next steps.
Please keep the piece unworn and unaltered, with its original packaging and certificates. To start, contact us using the form below, by email or by phone, and include your order number and the reason for your request. Please wait for our return instructions before shipping anything to us.
For eligible voluntary returns or exchanges, customers are responsible for return shipping costs, including appropriate insurance and tracking, unless otherwise confirmed by Elysian Jewels. If an item arrives damaged, incorrect, or does not conform to the agreed specifications, Elysian Jewels will arrange or cover reasonable return shipping costs where the return is approved. Please contact us before returning any jewellery. We will provide return instructions to ensure the item is shipped securely and appropriately insured.
Each jewellery piece listed on our website is handcrafted in Canada. For eligible voluntary returns of listed jewellery, a workmanship fee equal to 25% of the order value will be deducted from the refund, subject to applicable law. Once the returned item has been received and inspected, approved refunds will be processed to the original method of payment within 5–10 business days. Your bank or payment provider may require additional time for the refund to appear in your account. If an item is defective, incorrect, or does not meet the agreed specifications, applicable consumer protection rights and remedies will take precedence over our standard voluntary return conditions.
Orders delivered outside Canada and the United States, as well as orders paid through installment services, including Affirm or Klarna, are considered final sale and are not eligible for voluntary returns or exchanges. If an order arrives damaged, incorrect, or does not match the agreed specifications, please contact us promptly so we can review and resolve the issue. This policy does not affect any rights or remedies available under applicable consumer protection laws.
All bespoke, custom-made, and personalized jewellery orders are considered final sale once the order has been confirmed. These orders are not eligible for voluntary cancellations, returns, or exchanges due to a change of mind, personal preference, or other non-defect-related reasons. If Elysian Jewels cannot supply the agreed diamond or manufacture the jewellery according to the approved specifications, we will work with the customer to resolve the issue. If we are unable to fulfil the agreed specifications and no alternative is accepted by the customer, a full refund of all payments made for the affected order, including the deposit, will be issued. If the jewellery arrives defective, incorrect, or materially different from the agreed specifications, customers may contact us for an appropriate resolution. Nothing in this policy limits or excludes cancellation, refund, warranty, or other rights available under applicable consumer protection laws.
VANCOUVER STUDIO
Contact our Vancouver Studio and share your order details. We’ll be happy to help clarify the next steps.
777 Hornby St #623
Handcrafted in Canada