Refund policy

We want you to love your purchase, but if you need to make a return, please review our policy below.

 

Return Eligibility

Returns must be submitted within 30 days from the date of purchase. Items must be unworn, in original condition, and in their original packaging. Eligible returns will be processed as store credit or exchange. Refunds are not offered. 

 

Non-Returnable Items

For hygiene reasons, we do not accept returns or exchanges on earrings.


How to Initiate a Return

  1. Submit a Return Request – Email us at xelacollectivejewellery@gmail.com with your order number and return reason.

  2. Shipping Your Return – Securely package the item and send it via your local post office. Return shipping costs are the customer’s responsibility.

  3. Processing Time – Returns are processed within 5 business days of receiving the item.


Returns cost

The cost of return shipping is at the customer's expense for any return due to a change of mind or wrong size. Shipping costs are non-refundable.

 

Proof Of Purchase

To complete your exchange, we require a receipt or proof of purchase.  Include your name (that the package was delivered to) and order # on the outside of the package.

 

Faulty Items Return

If you believe your item has a fault, please contact our Customer Service team at xelacollectivejewellery@gmail.com  with your order number and images of the fault. Our team will work to resolve this with priority.  

Sale Items Returns

Sale items are not eligible for returns or exchanges.