Returns & Refunds policy

We want you to love your pieces. Because many items are made to order, most purchases are final sale. If something arrives damaged or defective, we’ll make it right.

Eligibility

• Damaged/defective on arrival:
  Email hello@elioraora.com immediately and within 48 hours of delivery with your order number and multiple photos of the item, the packaging, and the shipping label. Please keep all packaging until we confirm next steps.

• Made-to-order items: Final sale — no returns, exchanges, or refunds after an order is placed.

• Change of mind / sizing issues: Not accepted at this time.

• Earrings: Final sale for hygiene reasons (defects excepted within 48 hours).

• Unauthorized returns may be refused.

What we’ll do

Once we review your claim, we’ll repair or replace the item. If that isn’t possible, we’ll issue a refund to your original payment method.

Condition for any return we approve

Items must be unused and in original packaging. We may refuse returns that show wear or damage not present at delivery.

Shipping costs & restocking

• Outbound shipping is non-refundable.

• Refused deliveries (domestic): a $10 restocking fee will be deducted; outbound shipping is non-refundable.

• Refused or unclaimed international orders: no refunds (see Shipping Policy for customs/duties info).

International returns

If we authorize an international return, duties/taxes are non-refundable and the customer is responsible for return shipping, unless we state otherwise in writing.

Refund timing

After we receive and inspect an approved return, please allow 5–7 business days for the refund to appear with your payment provider.

This policy doesn’t limit any rights you may have under applicable consumer laws in your country/state.

Shipping Policy

Processing times

• Standard processing: 1–2 weeks before shipment.

• Made-to-order pieces may require the full window above. You’ll receive a shipping email with tracking when your order leaves our studio.

Where we ship

We ship worldwide from Nashville, TN, USA via USPS/UPS/DHL or similar. Transit times vary by destination and carrier.

Customs, duties & import fees (international)

• Import duties, VAT/GST, and clearance fees are charged by your local customs authority and are the customer’s responsibility.

• We cannot mark packages as “gift” or under-declare value.

IMPORTANT: Eliora Ora is not responsible for deliveries affected by customs processing, natural occurrences, air/ground transportation strikes or delays, or additional fees/back-end charges assessed after the package exits the United States.

Risk of loss / delivery issues

Ownership and risk transfer to you once the package is accepted by the carrier. We are not responsible for loss, theft, or damage that occurs after handoff to the carrier or after a carrier marks a package delivered.
If an issue occurs, please file a claim with the carrier using your tracking number; we’ll assist where we can.

Address accuracy

Please double-check your shipping address at checkout. We are not responsible for non-delivery due to address errors. If a package is returned to us, we can reship once you pay a new shipping fee.

Refused or unclaimed shipments

• US/domestic: refused deliveries incur a $10 restocking fee; outbound shipping is non-refundable.

• International: refused or unclaimed orders will not be refunded (customs/duties and carrier return fees make recovery impossible in many regions).

Shipping fees

Shipping charges are non-refundable once your order has shipped.