Refund policy
Eugenia Chan Jewelry pieces are handmade to each order, please consider this when you make your order. We have a 7-day return policy, which means you have 7 days (not business days) after receiving your item to request a return. A return will be only eligible for select pieces only. (listed below are pieces that are not eligible for return / refund or exchange). All returns will be subject to a 25% restocking fee*.
Once items are shipped, orders cannot be refunded or cancelled and can only be requested after it has arrived to you.
To be eligible for a return, merchandise must be in the original packaging and in perfect condition, unworn, altered or unused.
You’ll also need the receipt or proof of purchase, only items purchased from the official site is eligible. If you have purchased an item from a stockist, a return or exchange must be done at the stockist.
*The 25% restocking fee: Each Eugenia Chan piece is handmade, the 25% re-stocking fee is implemented to support the time, labour and additional costs allocated to crafting your special piece that was ordered. Thank you for your understanding.
ELIGIBLE ITEMS
SILVER, BRASS AND GOLD PLATED ITEMS: Return request must be made within 7 days of delivery (not business days). Returns must be authorized by the Eugenia Chan Customer Service Team and will take approximately 5 business days to be approved. Authorized returns must be sent within 7 days of approval along with a tracking number, otherwise, the return will no longer be authorized. Packages sent without prior authorization from Eugenia Chan Customer Service Team will regrettably not be returned to the customer. All prior shipping charges are non-refundable. The customer is responsible for return shipping and any applicable duty costs. We recommend that you insure any shipments for up to the value of the returned or exchanged item.
EXCHANGES OR STORE CREDIT
The original item must be returned in its new, original packaging and condition, in order to process an exchange of a Eugenia Chan piece. The customer is responsible for shipping the original item / order back to Eugenia Chan Studios. You will receive a refund or store credit at the discretion of Eugenia Chan, minus shipping charges and a 25% restocking fee.* Select pieces are not eligible for an exchange – please see this list below.
NON-REFUNDABLE OR EXCHANGEABLE ITEMS.
Due to the personalization and specialization process, these items are not eligible for a return / refund / exchange:
Rings
Chains
Earrings
Gift Cards
Sale Items
Hair Accessories
One of a Kind or Special Edition Pieces
Solid 18k gold, 14k gold and 10k gold items
Any pieces with signs of wear (scratches, marks, etc) or have been worn
Custom / Engraved Pieces (this includes any altered, special sizing requests)
TO PROCESS A RETURN
To start a return, you can contact us at eugeniachanjewelry@gmail.com. We request photos and video(s) to be sent as an initial inspection followed by a thorough examination upon arrival. Please include Contact Info, Order # or Full Name of Purchaser, Date of Purchase and a brief description of the return or exchange request. If your return is accepted, we can send you a return shipping label at your own cost if based in Canada, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted or returned to sender.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
We reserve the right to deny unreasonable exchanges or refunds.
* Currently due to COVID, Gold plated or Vermeil items are experiencing heavy delays in production. All orders placed cannot be cancelled or be refunded during the wait time as orders are put into production after the order is placed. Once the order has arrived, a request for refund may be submitted and will be at Eugenia Chan's discretion.
You can always contact us for any return questions at eugeniachanjewelry@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. Contact must be done within 3 days of delivery and no exceptions will be made. We are not responsible for damage that occurred during transit or stolen packages. If you have purchased an item from a stockist or showcase, a return or exchange must be done at the stockist or showcase.
If your piece breaks due to hardware failure or defect, please contact us and we'd be happy to discuss repair options.