Shipping and Returns Policy
FREE 30 DAY RETURNS & RESIZES
At Ella Rose, we offer complimentary 30 day returns, so that you can be confident that your purchase is just right. If for any reason you are not satisfied with your purchase, simply return it within 30 days for an exchange or full refund. We also offer free return shipping on all engagement ring and wedding band orders. We will provide the free FedEx return shipping label, so that your return process is seamless and easy.
Please note that returned items must be in their original, unworn condition and accompanied by all original documentation. Due to their personalized nature, the following orders are nonreturnable: items that have been modified, engraved, or resized; items that have previously been exchanged; and custom designed jewelry. If a piece is returned for a refund or canceled during production, your next purchase will qualify for exchange. Alterations to orders currently in process void the complimentary resize, return and exchange policies.
Within 30 days of receipt, we also offer one complimentary resizing for our standard ring styles with free shipping both ways. Classic eternity bands are excluded from this free service and are subject to a price update based on the price of the new ring size. Custom, modified, and engraved rings are subject to resize fees. If you resize your ring at the time of your purchase, any subsequent resizes will be subject to fees.
HOW TO RETURN AN ORDER:
To return an item to Ella Rose, simply follow our three step process:
1. Obtain Your Return Shipping Authorization Code. Email email@example.com and you will be given a Return Authorization Code. Write this code on the outside of the box you are returning.
2. Package Your Return. Include all original packaging and collateral material. If your item was delivered with a certificate and that certificate is not returned, you may be liable for the $50 replacement cost. For security reasons, do not write Ella Rose anywhere on the outside of the box.
3. Shipment and Insurance: In order for the insurance to be valid with the use of your FedEx prepaid label, you must "double box" your shipment and follow these instructions. Enclose your item inside its original ring/jewelry box. For your convenience, we recommend using the original packaging from your order. Place the ring/jewelry box inside the medium box. Place the medium box inside the larger box. If you do not have the original packaging, please include the ring/jewelry box inside a small FedEx Priority box and seal it. Place the small FedEx Priority box inside a medium FedEx Priority box. Affix the label to the outside of the larger box and drop it off at your nearest FedEx location. Ella Rose and FedEx are not responsible for packages dropped off in FedEx Drop Boxes or Non-FedEx staffed locations. Obtain a FedEx receipt to confirm that the item has been shipped - this receipt will act as proof of insurance.
If you decide to use a different shipping method, please follow the shipping procedures below. Ella Rose is not responsible for items lost or damaged while shipping.
• If your order is valued at under $500, you can ship it back by any carrier. For your protection, please ship your item fully insured, signature required, and request a return receipt for confirmation that your shipment has reached Ella Rose.
• If your order value is over $500, ship your return via US Postal Service Registered MaiI™, insured for the total value of the shipment, signature required, and request a return receipt for confirmation that your shipment has reached Ella Rose. FedEx and UPS will not insure merchandise over $500.
• If your order value is over $10,000, we recommend contacting an Ella Rose consultant to receive assistance and suggested methods to return your purchase. High value returns often require special arrangements.
* Ella Rose will not be responsible for loss or damage of return shipments.
After we receive the returned order, our Quality Assurance department will inspect and verify the condition of the item. Returns take approximately seven business days to process upon receipt of the item. Ella Rose will refund the original purchase amount of the item via the mode of payment used in the original purchase, with the exception of bank wire payments. Orders paid by bank wire will be refunded by check. For all credit card refunds, please allow one monthly billing cycle in order for your credit to appear.
Packages without a return shipping authorization number or packages that were refused delivery will not be accepted for refund and are subject to a minimum restocking charge of $50. Return shipping authorizations are active for seven days from the date of issue and packages must be shipped during the active time period of your return shipping authorization.
If your return shipping authorization has expired, please email us at firstname.lastname@example.org to request another return shipping authorization. All requests for refunds must be in writing via email. Any returns showing signs of wear or those that have been engraved, altered, resized, or damaged in any way will not be accepted for return. Improperly packaged or uninsured items will be refused receipt.
SPECIAL ORDERS AND CUSTOM DESIGNS:
Please note that all special orders and custom designs are non-returnable and non-refundable. Engraved items, or items which have been resized or altered in any way are not eligible for return or exchange.
Due to fluctuating gold costs, pricing and availability is subject to change without notice. Here at Ella Rose, we make every effort to provide the most up-to-date prices on our stock, but it is possible that inaccuracies may occur from time to time. We reserve the right to correct any errors and we will notify our customers accordingly. For more information regarding the terms & conditions of Ella Rose and EllaRoseGems.com, please send an e-mail email@example.com
FREE SHIPPING BOTH WAYS.
We offer free FedEx shipping on every order within the USA. To make your purchasing experience from Ella Rose as stress-free as possible, we also offer free return shipping on all engagement ring and wedding band orders within the USA!
Because we make most items to order, time from order to delivery will vary depending on the item ordered. All orders are shipped via FedEx and are scheduled to arrive on or before the expected delivery date shown in the order confirmation. Some orders may arrive earlier than the expected delivery date if they are ready. You will receive an email confirmation once your order ships.
We understand that jewelry is often given for special surprise occasions such as an engagement. Please let us know what we can do to make sure you maintain your surprise and if you require any special arrangements, such as Saturday delivery, delivery on a particular date, or holding at a FedEx location. These requests can be made by contacting us at firstname.lastname@example.org. Expedited order service is available on many items for an additional fee.
Ella Rose is happy to make every effort to accommodate your shipping requests. Free shipping only applies for orders over $150. For security purposes, all packages shipped require a signature upon receipt. All items are insured up to the point of acceptance by the recipient. The package will be considered accepted when any person receiving the package at the designated address signs for it from the delivering carrier. All orders from Ella Rose are presented in elegant, eco-friendly packaging!
For your protection, Ella Rose always:
• Insures and registers all items for their full value.
• Requires that all deliveries are made to a physical business or home address only. We do not ship to P.O. Box addresses.
• Requires an adult signature for the delivery for orders over $50.
Ella Rose is committed to the timely delivery for your order, but please note that delivery delays due to inclement weather conditions, carrier delays or incorrect addresses can occur and are beyond our control. Shipping fees are non-refundable. An alternative shipping method may be used when deemed appropriate to reach your target destination and target delivery date.
SHIPPING TO ALTERNATE ADDRESSES:
If you will not be home to sign for your order, we can ship your order to your place of work, or another more convenient destination. As a security precaution to protect our customers against fraud, when you order merchandise to be delivered to a destination other than your billing address, we will confirm that your credit card or financing company has this alternate shipping address on file. To help expedite your order, simply call your issuing bank and provide them with your alternate shipping address. If no one is available to sign for your package, you can have it shipped to your local FedEx location so that you can sign for and pick it up at your leisure.
WHEN WILL YOUR ORDER BE PROCESSED?
To help you plan when to expect your order, you'll receive a confirmation email of your order and expected arrival date.
* If you place your order before the cutoff time on a regular business day (Monday through Friday), your order will begin processing that day.
* If you place an order on a holiday, Saturday or Sunday, or after the cutoff on a regular business day, your order will begin processing the following business day.
* Please allow 24-48 hours for orders to be processed.
If you have any questions about our shipping procedures, please contact us at email@example.com.