Refund policy
Once an order has been submitted, we can not make any changes. We are not able to change any part of your order. We are not able to cancel an order once it has been placed. Be sure to double and triple-check your items, quantities, and shipping info before hitting submit.
We have a 14-day return policy, which means you have 14 days after receiving your item to request an exchange or refund. Earrings are not eligible for return or exchange.
To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Once your return has been received and processed, your refund will be issued in the same form of the payment with which it was purchased. Our return center processes and approves returns every Tuesday. Once your return has been approved, please allow 5-7 business days for the bank to process your return.
To start a return, you can contact us at support@emeraldllama.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Shipping charges are non-refundable and there is a $3 restocking fee.
You can always contact us for any return questions at support@emeraldllama.com.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. We check each individual item before shipping to ensure that it is not defective. Let us know if something got by our inspection.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products and jewelry). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items, clearance items, or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Warranty
Our rings come with an automatic 30-day warranty. We will replace a ring, if for any reason, the setting malfunctions within normal wear and tear in a 30-day period. Our warranty ONLY covers manufacturing defects. Damage incurred by the owner of the jewelry will not be covered.
If you believe your jewelry is experiencing a manufacturing issue, please send us an email to support@emeraldllama.com with the following information to get the claim process started.
*Clear photos with all angles of the jewelry in question.
*Your name, order number or the email used when placing the order.
Once this information is received and we have had a chance to inspect the conditions of the item, we will provide further instructions on how to proceed.
Return and exchange policies are subject to change.