Refund policy
Return, Refund & Shipping Policy
Each Ella Yoo Jewelry piece is thoughtfully crafted with care. To ensure a smooth shopping experience, please review our production, shipping, and return policies before placing your order.
1. Production & Shipping Times
Our pieces are offered in two production categories: Ready to Wear (Ready to Ship) and Made to Order.
Ready to Wear
Ready to Wear pieces are completed items currently in stock and typically ship within 1β2 business days.
Made to Order
Made to Order pieces are crafted specifically for you after your order is placed.
Estimated production times:
- Lab-created stone pieces: 2β3 weeks
- Natural stone pieces: 6β8 weeks
Made to Order pieces are handmade in Los Angeles. During periods of high order volume, slight delays may occur. If there is a significant change to the estimated production timeline, we will contact you.
2. Order Changes & Cancellations
Because sourcing and production begin shortly after an order is placed, Made to Order items cannot be canceled once the order is confirmed.
Changes to your ring size or metal color/type may be requested within 24 hours of placing your order.
Requests made after 24 hours may not be possible and may be subject to a 10% modification fee, depending on the stage of production.
Once production has begun, we cannot accommodate changes to the overall design or center stone.
3. Returns, Store Credit & Exchanges β Domestic Orders
Ready to Wear
Return requests must be submitted within 7 business days of delivery.
To be eligible for a return, the item must be in the same condition in which it was received: unworn, unused, undamaged, and unaltered, with all original packaging, tags, certificates, and accompanying materials included.
Proof of purchase or your order confirmation may also be required.
Refunds
Eligible returns may be refunded to the original payment method, less:
- 10% restocking fee
- Round-trip shipping costs
Store Credit
Eligible returns may instead be issued as store credit.
When store credit is selected, the 10% restocking fee is waived. However, round-trip shipping costs will still be deducted.
Items purchased using store credit are Final Sale.
Exchanges
The fastest way to receive a different size or style is to return your eligible Ready to Wear item and place a new order once your return has been approved.
If you need assistance selecting a replacement item or size, please contact our customer service team.
Made to Order
All Made to Order items are Final Sale and are not eligible for refunds, store credit, or exchanges.
Custom / Bespoke Pieces
All custom and bespoke pieces are Final Sale and are not eligible for refunds, store credit, or exchanges.
If you have questions or concerns regarding your custom piece, please contact our customer service team.
Personalized / Engraved Pieces
All personalized or engraved pieces are Final Sale and non-refundable.
Sale Items / Discontinued Pieces
All sale, discontinued, clearance, or otherwise marked Final Sale items are Final Sale and non-refundable.
4. Damages, Defects & Incorrect Items
Please inspect your order upon delivery.
If your item arrives damaged, defective, or incorrect, please contact us at cs@ellayoojewelry.com within 7 days of delivery and include clear photographs of the item and packaging.
Once the issue has been reviewed and approved, we will determine the appropriate resolution, which may include repair, replacement, remake, or another appropriate remedy.
Normal characteristics of handcrafted jewelry are not considered manufacturing defects. Please refer to Section 9 below.
5. International Orders
All international orders are Final Sale, except where cancellation or return rights are required by applicable consumer protection laws.
We do not otherwise accept returns, exchanges, or resizing requests for international orders.
Customers are responsible for any applicable customs duties, taxes, import fees, or brokerage charges imposed by the destination country.
European Union 14-Day Cooling-Off Period
Notwithstanding the policy above, customers whose orders are shipped into the European Union may have the legal right to cancel or return eligible purchases within 14 days of receiving the order, where required by applicable law.
Returned items must be unworn, unused, undamaged, and in their original condition, with all original packaging, tags, certificates, and accompanying materials.
Custom, personalized, engraved, Made to Order, or otherwise customized pieces may be excluded from this right where permitted by applicable law.
6. Return Authorization & Process
To initiate an eligible return or store credit request, please contact cs@ellayoojewelry.com within the applicable return period.
Once your return has been approved, we will provide return shipping instructions and, where applicable, an insured return shipping label.
Items returned without prior authorization will not be accepted.
We are not responsible for loss or damage to items returned using an unauthorized or independently arranged shipping method.
For approved domestic returns, applicable round-trip shipping costs will be deducted from the refund or store credit amount.
7. Refund Processing
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note that your bank, credit card company, or payment provider may require additional time to process and post the refund to your account.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at cs@ellayoojewelry.com.
8. Shipping Details
Domestic orders are shipped via UPS. International orders are shipped via UPS or DHL, depending on destination and service availability.
We offer complimentary UPS 3 Day Select shipping on eligible domestic orders.
Orders valued at $1,500 or more require a signature upon delivery for security purposes.
We are unable to ship UPS orders to P.O. Boxes.
If a shipment is lost while in transit, please contact us so that we can assist with the carrier and insurance claim process.
Once a package has been marked as successfully delivered by the carrier, Ella Yoo Jewelry is not responsible for loss or theft occurring after delivery.
9. The Nature of Handcrafted Jewelry
Each piece of jewelry is individually crafted and finished by hand. As a result, slight variations may naturally occur from piece to piece.
Minor variations in stone color or pattern, metal tone or texture, milgrain, stone placement, surface finish, or other hand-finished details are part of the nature of handcrafted jewelry and are not considered defects.
These subtle differences are part of what makes each piece uniquely yours.