RETURNS & EXCHANGES
IN WHICH CASES CAN I EXCHANGE OR RETURN AN ITEM?
- I chose the wrong size and I’d like to change it
- The product is not what I expected, and I’d like to return it or exchange it with another one
- I received my order in poor conditions
In any case, the products that will be exchanged or returned must be in pristine conditions and show no evident signs of being used, or else no exchange or return will be carried out. It is your responsibility to provide adequate packaging to make sure that the items arrive to NELIPOTS in perfect conditions. If you have trouble finding a suitable packaging, we suggest using the original box that your order came in. If the items are received in poor conditions, we won’t be able to carry out the return as requested.
The time window in which you can exchange or return an item lasts 14 days, starting from the day the order is delivered.
- Orders of $90 or more that have enjoyed free shipping will have a fee of $8 in concept of management fees, in case of a return of the order.
- Orders of $250 or more that have enjoyed free express shipping will have a fee of $45 in concept of management fees, in case of a return of the order.
HOW CAN I DEMAND AN EXCHANGE OR A RETURN?
If you are not 100% happy with your jewelry, you are welcome to contact us within 14 days of delivery to request a return or exchange. Please email us at firstname.lastname@example.org and we will guide you through the process.
After we have provided you with the return address, please return your items within seven (7) working days. Items returned after seven days will not be eligible for an exchange or refund.
Return/exchange broken or defective item(s): You must attach a picture that clearly shows the broken/defective items and describe the issue(s) with your item. Please let us know if you cannot send a picture and we’ll be happy to help.
If you need to return an item, we will issue you a return address to clearly write on the label or the outside of the box. We cannot proceed with your request unless the given address is present and clear on your package and you have provided us with a tracking number via email at email@example.com.
You will be responsible for the shipping fee on sending the item(s) back to us. However, if you decide to proceed with an exchange, we will cover the shipping costs to send the new item(s) back out to you.
Once your package has arrived at our facility it will take a few days (in rare cases it can take up to 14 days) for us to process your request. During this period our warehouse staff will verify and account for everything you have sent us.
As soon as we get a confirmation from our warehouse, we will get in touch with you via email to confirm we have received your return and finalize the process.
Note: To be eligible for a refund or exchange, your item must be unused and in the same condition that you received it. Please also note that NELIPOTS gift cards are non-refundable.
You will receive the amount in the same way you made your purchase, through a refund processed by PayPal or a return in your credit card.
WHICH IS THE TIME WINDOW TO DEMAND AN EXCHANGE OR A RETURN?
The time window in which you can demand an exchange or a return is of 14 days after the order is delivered.
You will be responsible for paying for your own shipping costs for returning your item. Please make sure that you mark on the shipping declaration that your parcel is sent as a gift and it has no commercial value, otherwise it will cause additional taxes. The customer is responsible for shipping costs and taxes caused. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.