Refund policy

Last Updated: September 14, 2026

At EmmyLou Jewelry, we want you to be happy with your purchase. Because our jewelry is handmade and many pieces incorporate natural gemstones, we understand that sometimes an item may not be what you expected.

This Return and Refund Policy explains when returns, exchanges, and refunds are available for purchases made through EmmyLou Jewelry.

1. RETURN WINDOW

We accept eligible returns requested within 30 days of the date your order was delivered.

To request a return, please contact us at emmylouchs@gmail.com before sending the item back. We will provide return instructions and, when appropriate, a return authorization.

Items sent back without first contacting us may not be accepted.

2. RETURN ELIGIBILITY

To be eligible for a return, an item must:

Be returned within 30 days of delivery;
Be in its original, unused condition;
Not have been worn, damaged, altered, or modified after delivery; and
Be adequately packaged to prevent damage during return shipping.

We reserve the right to deny a return or reduce a refund when an item has been used, worn, damaged, altered, or returned in a condition that is materially different from the condition in which it was received.

3. ITEMS THAT ARE NOT ELIGIBLE FOR ORDINARY RETURNS

The following items are not eligible for return for a change of mind or other preference:

Custom or personalized jewelry made specifically for you;
Items that have been altered or modified at your request; and
Items identified as Final Sale at the time of purchase.

This exclusion does not apply when an item is defective, damaged before delivery, materially different from what was ordered, or otherwise subject to a remedy required by applicable law.

4. NATURAL GEMSTONES AND HANDMADE VARIATIONS

Many EmmyLou Jewelry pieces contain natural gemstones and other natural materials. Variations in color, pattern, texture, size, inclusions, and other characteristics are natural features of these materials.

Because our jewelry is handmade, minor variations between pieces may also occur.

These characteristics are not considered defects solely because an individual item differs from a product photograph or from another item of the same design.

If you believe that an item has an actual manufacturing defect or is materially different from the product description or the item you ordered, please contact us so that we can review the issue.

5. DEFECTIVE OR INCORRECT ITEMS

If your item arrives defective, damaged due to an issue occurring before delivery, or materially different from what you ordered, please contact us as soon as reasonably possible at emmylouchs@gmail.com.

Please include:

Your order number;
A description of the problem; and
Clear photographs of the item and, when applicable, the packaging.

We may request additional information to help us determine the appropriate resolution.

Depending on the circumstances, we may offer a replacement, repair, exchange, or refund.

If we determine that an item is defective or that we sent you the wrong item, EmmyLou Jewelry will provide appropriate return instructions and will cover reasonable return shipping costs.

Nothing in this policy limits any warranty, right, or remedy that cannot legally be excluded or limited under applicable law.

6. DAMAGED PACKAGES

If your package arrives visibly damaged, please document the damage with photographs before opening the package when reasonably possible.

If the jewelry inside is damaged, contact us at emmylouchs@gmail.com as soon as reasonably possible and provide photographs of the package, shipping label, packaging materials, and damaged item.

We will review the circumstances and work with you to determine the appropriate resolution.

7. LOST, DELAYED, OR DELIVERED-BUT-NOT-RECEIVED PACKAGES

Shipping and delivery dates are estimates and are not guaranteed.

If tracking indicates that a package has been delivered but you have not received it, please first check with household members, neighbors, the delivery location, and the applicable carrier.

If you still cannot locate the package, contact us at emmylouchs@gmail.com so we can review the situation.

For packages that are lost, delayed, misdelivered, or otherwise affected by a carrier issue, we may work with the carrier to investigate the shipment and determine an appropriate resolution.

A package being delayed by a carrier does not automatically qualify for a refund while the shipment remains in transit.

8. RETURNS DUE TO INCORRECT OR INCOMPLETE SHIPPING INFORMATION

Customers are responsible for providing a complete and accurate shipping address at checkout.

If an order is returned to EmmyLou Jewelry because of an incorrect or incomplete address provided by the customer, the customer may be responsible for additional shipping costs if the order is reshipped.

If the customer does not wish to have the order reshipped, we may issue a refund for the returned merchandise after it is received and inspected. Original shipping charges and any additional shipping costs may not be refundable.

9. HOW TO REQUEST A RETURN

To request a return, email emmylouchs@gmail.com with:

Your order number;
The item or items you wish to return;
The reason for the return; and
Any photographs or other information we request when appropriate.

Please do not send a return to our business address until we provide return instructions.

10. RETURN SHIPPING COSTS

For eligible returns that are requested because you changed your mind, selected the wrong item, no longer want the item, or for another reason that is not caused by an error or defect on our part, you are responsible for the cost of return shipping.

We recommend using a shipping service that provides tracking and, when appropriate, insurance. EmmyLou Jewelry is not responsible for items lost or damaged while being returned to us.

If the return is due to an error by EmmyLou Jewelry, a defective item, or an item damaged before delivery, we will provide appropriate return-shipping instructions and cover reasonable return shipping costs.

11. REFUNDS

Once we receive and inspect an eligible returned item, we will notify you whether the return has been approved.

If approved, the refund will generally be issued to the original payment method used for the purchase.

Refunds are normally processed within 5 business days after the returned item is received and approved. The time required for the refund to appear in your account may vary depending on your payment provider or financial institution.

If you do not receive your refund after allowing reasonable processing and payment-provider time, please contact us at emmylouchs@gmail.com.

12. WHAT IS REFUNDED

For an approved ordinary return, we will refund the amount paid for the eligible returned merchandise.

Original shipping charges are generally non-refundable unless the return is required because of an error by EmmyLou Jewelry, a defective product, or another circumstance for which applicable law requires a different remedy.

Customs duties, import taxes, brokerage fees, and other charges imposed by a destination country are generally outside EmmyLou Jewelry's control and are not refundable by EmmyLou Jewelry.

13. EXCHANGES

We may offer exchanges for eligible items on a case-by-case basis, subject to product availability.

If you would like to request an exchange, contact us at emmylouchs@gmail.com before returning the item.

Custom or personalized items are generally not eligible for exchanges unless the item is defective or we made an error in fulfilling the order.

14. ORDER CANCELLATIONS

If you need to cancel an order, contact us as soon as possible at emmylouchs@gmail.com.

We will make reasonable efforts to accommodate cancellation requests for orders that have not yet been fulfilled or shipped. Once an order has been accepted and fulfillment has begun, we may be unable to cancel it.

If an order can be canceled, any refund will generally be issued to the original payment method.

15. INTERNATIONAL ORDERS

International customers are responsible for complying with applicable import requirements and for paying customs duties, import taxes, brokerage fees, and other charges imposed by the destination country.

These charges are generally not refundable by EmmyLou Jewelry.

If an international package is refused, abandoned, or returned because the recipient does not pay applicable customs or import charges, any refund will be considered after the package is returned to EmmyLou Jewelry and received in acceptable condition. Original shipping charges and any return or other charges incurred may be deducted from the amount refunded to the extent permitted by applicable law.

16. SALE AND PROMOTIONAL ITEMS

Items purchased during a sale or promotional event are eligible for return unless the product is specifically identified as Final Sale or another promotional term states otherwise.

Promotional discounts may affect the amount refunded when only part of an order is returned.

Any special return or refund terms stated in connection with a specific promotion will apply to that promotion.

17. NO RESTOCKING FEE

EmmyLou Jewelry does not charge a standard restocking fee for eligible returns.

18. CONTACT US

For questions about returns, exchanges, damaged items, or refunds, please contact:

EmmyLou Jewelry
Email: emmylouchs@gmail.com
Location: Charleston, South Carolina

Please include your order number whenever possible so that we can assist you more quickly.

19. APPLICABLE RIGHTS

This policy is intended to explain EmmyLou Jewelry's standard return and refund practices.

Nothing in this policy is intended to exclude, restrict, or waive any consumer right, warranty, remedy, or other protection that cannot legally be excluded, restricted, or waived under applicable law.