Refund policy

OUR PROMISE TO YOU:

At Eileen M Jewellery we aim to provide the very best jewellery we can and to make our clients happy.

RETURNS:                                                                                                       

Should you feel unhappy with a purchase you have made, then please contact us within 7 days of receiving your jewellery. We are always striving to be better so you will need to explain why you are unhappy. Once the original item has been returned we will offer you a direct exchange or store credit. Returned jewellery must be in its original condition, with no scratches or damage. Please note that due to hygienic reasons, earrings cannot be returned unless they are faulty.

3 MONTH WARRANTY:                                                                                        

If any EM piece needs to be replaced due to a manufacturing defect or mishandling during shipping within the first 3 months, we will gladly replace it. The piece has to be returned to us in its original packaging (at the customer's expense) and we will send back a replacement (at our expense). Please note that the warranty does not cover scratches, dullness of metals or stones or jewellery that has been stolen, lost or damaged in any other way.

CUSTOM MADE JEWELLERY:                                                                 

 Custom made jewellery cannot be returned unless it is damaged or faulty. Bespoke jewellery is made especially for you so the order cannot be cancelled once we start manufacturing. We want you to be sure you you are getting what you want so custom orders can be edited or cancelled within the first 24 hours after the order is placed. All custom orders come with a deposit, which is non-refundable if you decide not to get your jewellery.

ADDITIONAL NON-RETURNABLE ITEMS: 
Gift cards.

PLEASE NOTE:

To complete your return, we require a receipt or proof of purchase.

Direct exchanges or credit will not be applicable to the following:
-Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
-Any item that is returned more than 7 days after delivery.

DIRECT RETURNS OR CREDIT:

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange/credit.

Sale items:
Only regular priced items may be returned, unfortunately sale items cannot be returned.

Exchanges:
We only replace items if they are defective or damaged or if there is a valid reason for the exchange. If you need to exchange it for the same item, send us an email at eileen@eileenmadzime.com and send your item to: Eileen M Jewellery Fedex, Kwekwe, Zimbabwe. 

Gifts:
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.

Shipping:
To return your product, you should mail your product to:Eileen M Jewellery Fedex, Kwekwe, Zimbabwe. 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.