Return, Refund, and Exchange Policy

At Pulseras by Eli, we take great pride in creating high-quality, dainty jewelry designed to complement your everyday style. Each piece is carefully handcrafted using delicate materials, making it essential to handle your jewelry with care. To ensure its longevity, we highly recommend following the instructions provided in our Jewelry Care Card.

Customer satisfaction is extremely important to us, and we want you to feel confident in your purchase. If you are not fully satisfied with your order or experience any issues, please review our return, refund, and exchange policy below.

Returns & Refunds

We understand that sometimes a purchase may not be exactly what you expected. If you would like to return an item, we offer a 30-day return policy from the date of delivery or purchase.

To qualify for a return and refund, the following conditions must be met:

• The item must be unused, unworn, and in its original packaging.
• The jewelry must be in its original condition, free from any signs of wear, damage, or alterations.
• Customers are responsible for return shipping costs unless the return is due to a defect or an incorrect item received.
• Refunds will be issued once the returned item has been received and inspected.

Once we receive your return, we will process your refund within 5-7 business days. The refund will be credited back to the original payment method. Please note that shipping fees are non-refundable.

Exchanges

If you would like to exchange an item for a different piece, we are happy to accommodate exchanges within 30 days of delivery/purchase.

Exchange eligibility requirements:

• The jewelry must be unused, unworn, and in its original condition.
• Exchanges are only available for items of equal or lesser value. If you wish to exchange for a higher-priced item, you will be required to pay the difference.
• Customers are responsible for return shipping costs unless the exchange is due to an error on our part or a defective item.

Damaged or Defective Items

At Pulseras by Eli, we ensure that all jewelry pieces go through quality checks before being shipped. However, in the rare case that you receive a damaged or defective item, we are happy to offer a replacement, exchange, or refund.

To qualify for a replacement or refund due to damage, please note the following:

• Damage must be reported within30 days of delivery/purchase.
• Customers must provide clear photos of the damaged item, including the packaging, to help us assess the issue.
• Damage caused by misuse, improper handling, or failure to follow the Jewelry Care Card will not be eligible for a refund or replacement.

If your jewelry arrives damaged, please contact us immediately at pulserasbyeli@outlook.comwith photos and order details. We will assess the situation and provide the best possible solution.

Jewelry Care Disclaimer

Our jewelry is delicate and should be handled with care to ensure its longevity. Exposure to water, sweat, perfumes, and harsh chemicals can cause tarnishing or damage over time. To maintain your jewelry's beauty, we highly recommend following the instructions provided in our Jewelry Care Card.

Because our pieces are handcrafted with fine materials, Pulseras by Eli is not responsible for damage resulting from improper care, wear and tear, or mishandling. Please store your jewelry in a dry, safe place when not in use.

Non-Returnable Items

To maintain hygiene and product integrity, the following items cannot be returned or exchanged:

• Earrings (for hygiene reasons)
• Custom or personalized jewelry orders
• Sale or clearance items

How to Initiate a Return, Exchange, or Refund

To start a return, exchange, or refund request, please email us at pulserasbyeli@outlook.com with the following details:

• Your full name and order number
• A description of the issue (for damages, include clear photos)
• Your preferred resolution (refund, exchange, or replacement)

Once we receive your request, we will guide you through the next steps.

Processing Time

• Refunds: 5-7 business days after we receive and inspect the returned item.
• Exchanges: The replacement item will be shipped within 3-5 business days of receiving your returned item.
• Damaged Item Claims: Resolutions are provided within 2-3 business days after reviewing the claim.

 

Shipping Policy

At Pulseras by Eli, we are pleased to offer shipping across Canada as well as local delivery options within Edmonton. We strive to process and ship all orders in a timely manner to ensure you receive your jewelry as quickly as possible.

Processing Time

• Orders are processed within 2-4 business days (excluding weekends and holidays).
  

Shipping Within Canada

We offer standard shipping and expedited shipping options within Canada:

• Standard Shipping: Estimated delivery within 4-10 business days.
• Expedited Shipping: Estimated delivery within 2-5 business days (additional fees apply).
• Shipping costs are calculated at checkout based on your location and selected shipping method.

Once your order has been shipped, you will receive a tracking number (if applicable) to monitor your package's progress.

Local Delivery (Edmonton Only)

For customers in Edmonton, we offer local delivery for added convenience:

• Delivery Fee: $10 (Free delivery for orders greater than $50)
• Estimated Delivery Time: 1-3 days after order processing.
• Customers will be contacted to confirm the delivery time and location.

Pickup Option (Edmonton Only)

We offer a pickup option for customers in Edmonton:

• To arrange a pickup, please message us directly on Instagram (@pulseras.byeli) with your order number.
• Pickup location details will be discussed and confirmed via Instagram.
• Customers will be notified when their order is ready for pickup.

Shipping Policies & Responsibility

• Address Accuracy: Please ensure your shipping address is correct. Pulseras by Eli is not responsible for orders shipped to incorrect addresses provided by the customer.
• Lost or Delayed Packages: Once an order is shipped, we are not responsible for shipping carrier delays. If your package is significantly delayed or lost, please contact the shipping carrier for assistance.
• Damaged Packages: If your order arrives damaged, please contact us within 48 hoursof delivery with photos of the damaged packaging and item.