Refund & Exchanges

Here at Emerlax, we strive to make every piece of personalised jewellery as precious and beautiful as the moment it commemorates. But if you feel that your item arrived damaged or has an error, please let us know immediately. We want to hear from you and will do everything possible to rectify this situation. To get in touch with us concerning a return or cancellation, please email us as soon as possible.

RETURNS / EXCHANGE 

All items are crafted and customized with care since the item is specially made for you, we will exchange any items if we made an error. Although, if there is any problem with your order, please contact us and we can help you out.

REFUNDS

We may consider offering a full refund if the item is substantially damaged or is lost in the mail. If you have any problem with your order, contact us we will sort everything out.

REPLACEMENT

If they are any problem regarding your order, you can contact us and based on the information you provide, we will start processing a replacement for you and send to your address as soon as possible.

CANCELLATIONS

Our teams start working immediately  as soon as an order is placed, therefore if you need to cancel, please contact us as soon as possible. After 36 hours upon purchasing, we can't guarantee that we will able to cancel your order as the item may be already in the middle of the production.

LOST IN THE MAIL

All packages are insured up to $100 USD, so if your package states "delivered" and you have not received it, please email us and we will start the remaking process for your order.

REFUNDING PROCESS (if applicable)

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 refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

LATE OR MISSING REFUND(if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at emerlaxshop@gmail.com.


EXCHANGES (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at emerlaxshop@gmail.com.

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 mailed 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 will find out about your return.

BUYER RESPONSIBILITY
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.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.