Refund policy

Because Ellezar pieces are custom-made, we do not accept returns or cancellations for orders that have been personalized (including name/length/finish selections), except in cases of defect, shipping damage, or an error on our part.

Personalized items are final sale and are not eligible for return or refund due to:

  • personal preference (including font/style expectations),

  • sizing/fit preference,

  • ordering the wrong names, spelling, or length. Please review personalization details carefully before placing your order. We can’t guarantee changes once an order is submitted

  • normal wear, improper care, or accidental damage.

If your item arrives defective, damaged, or incorrect due to our error, we will offer a free replacement or refund, depending on the situation.

To report an issue, contact us at support@ellezar.shop with your order number, a description of the issue, and clear photos or a short video. We’ll review and make it right.

Because personalized items are not returnable, we typically do not require returns. If a return is necessary to resolve a verified defect or shipping damage, we will provide instructions.

If the issue is due to damage, defect, or an error on our part, we will cover both replacement and return shipping (if required). Otherwise, personalized items are final sale.

You can always contact us for any return question at support@ellezar.shop.

Damages and issues
Please inspect your order upon arrival. If your item is damaged, defective, or incorrect, contact us within 7 days of delivery.

Include order number, description of the issue, and clear photos or a short video. We’ll review the issue and make it right.

Exceptions / non-returnable items

Non-returnable items include

  • All personalized/custom-made jewelry (including name, finish, and length selections)

  • Gift cards

  • Final sale or clearance items (if marked as such at checkout)

  • Items damaged due to misuse, improper care, normal wear, or unauthorized modifications

Please contact us at support@ellezar.shop if you have questions about your specific item.

Exchanges
Because personalized items are custom-made, we do not offer exchanges. If there is a verified defect or an error on our part, we will provide a replacement.

European Union 14-day cooling-off period

For EU orders, you may have the right to cancel or return within 14 days. However, personalized/custom-made goods are exempt from the EU right of withdrawal.

If your item arrives defective, damaged, or incorrect, please contact us at support@ellezar.shop and we’ll make it right.

Refunds
If we approve a refund due to damage, defect, or our error, we’ll process it to your original payment method within 10 business days. In many cases, we’ll offer a replacement first when possible.

Please remember it can take some time for your bank or credit card company to process and post the refund too.
 If more than 15 business days have passed since we’ve approved your return, please contact us at support@ellezar.shop.