Refund and return policy

Right of withdrawal

As a consumer of the European Union, you have the right to cancel your purchase within 14 calendar days from receipt of the product. To exercise this right, please contact us at hello@esmarats.com and we will provide you with the procedure.

The product must be returned unused, in perfect condition, and in its original packaging.

Important: Personalised, made-to-measure, or engraved jewellery cannot be returned.

 

Non-returnable products

We do not accept returns of the following items:

  • Personalised, made-to-measure, or engraved jewellery.
  • Gift cards.
  • Downloadable digital products.

 

Refunds

Once we receive and inspect the returned product, we will send you an email confirming its receipt and the approval or rejection of your refund.
 If approved, the amount will be processed automatically via the same payment method used for the purchase, within a maximum of 14 days from receipt.

In case of refund delays:

  • Check your bank account again.
  • Contact your credit card provider, as it may take some time before the refund is officially posted.
  • Check with your bank, as processing times often apply.

If you still have not received your refund after these steps, please email us at hello@esmarats.com.

 

Exchanges

We only replace items if they are defective or damaged. In such cases, you may request an exchange for the same item by emailing us at hello@esmarats.com.

 

Gift vouchers

Esmarats Jewellery offers the option to purchase gift vouchers for a chosen amount. Once the purchase is made, the customer will receive a card with a unique code that can be used to make purchases on our website up to the available balance.

  • The gift voucher can be used for one or more purchases until the total amount is exhausted.
  • It cannot be exchanged for cash and will not be refunded in whole or in part.
  • The gift voucher is valid for 12 months from the date of purchase.
  • In case of loss or theft of the code, Esmarats Jewellery is not responsible for its misuse.

 

Shipping and returns

To return a product, please contact us first at hello@esmarats.com and we will provide instructions on how to proceed.

  • Return shipping costs are the responsibility of the customer (except in cases of our error or a defective product).
  • Shipping costs are non-refundable. If a refund is due, the shipping amount will be deducted.
  • For high-value products, we recommend using a tracked service or shipping insurance. Esmarats Jewellery cannot guarantee receipt of the returned product.

 

Need help?

Please contact us at hello@esmarats.com for questions regarding refunds and returns.

 

Last updated: 09 September 2025