Refund policy
At ELIZA, each piece is created in limited production runs and prepared with intention after your order is placed. We do not believe in wasteful overproduction or disposable purchasing.
Because of this, our returns policy is designed to be fair, clear, and supportive - protecting both the customer experience and the craftsmanship behind every order.
Return Window
Eligible return or exchange requests must be submitted within 14 days of delivery.
To begin a request, please contact: info@elizapayne.co and include:
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Order number
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Full name
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Reason for request
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Photos
Condition of Returned Item
To be eligible, all items must be:
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unworn
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unused
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free from scratches, scent, or signs of wear
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in original condition
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returned with the Certificate of Ownership
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returned with the ELIZA box, pouch, inserts, and all original packaging
Items returned incomplete or damaged may be declined or subject to a restocking deduction.
Our Category Policy
Rings
We understand sizing can feel uncertain when ordering online.
Rings are eligible for:
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One size exchange request (same style, subject to availability)
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Store credit
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Return review if unworn and in original condition
If unsure on size, please consult our Size Guide or contact us before ordering.
Pendants & Necklaces
Eligible for return review within 14 days if unworn and in original condition.
Refund, exchange, or store credit may be offered once inspected.
Earrings
For hygiene reasons, earrings are final sale once delivered, unless they arrive damaged, faulty, or incorrect.
Made-to-Order / Custom Pieces
Items made to custom specifications may be final sale, including:
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custom sizing outside standard range
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bespoke finishes
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personalized requests
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special order pieces
These will be clearly stated before purchase.
Return Shipping
Return shipping costs are the responsibility of the customer unless the item arrived:
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damaged
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faulty
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incorrect
We recommend using a tracked and insured shipping service, as ELIZA cannot be responsible for returns lost in transit.
Refunds
Approved refunds are issued to the original payment method after the returned item is received and inspected.
Please allow 5–10 business days for processing depending on your payment provider.
Original shipping fees, customs duties, taxes, or return postage are non-refundable unless required by law.
Exchanges
Where possible, we prioritize exchanges or store credit to help you receive the right piece with less waste and delay.
This is often the fastest solution.
If Something is Wrong
If your order arrives less than perfect, contact us immediately at:
We will always work to make it right.
Our Philosophy
ELIZA pieces are made to be kept, worn, remembered, and passed forward.