Return and exchange of goods
Return of goods
How can I return an online order?
Eden gems sro and ADDA gems' biggest priority is customer satisfaction. You can cancel your order within 14 days of receipt (except for gift cards). To return your order, please follow these steps:
- Pack the item(s) so they are returned in their original packaging, using the original packaging materials.
Please complete the return form and include it with the items you are returning. Please include the item number and reason for return. It is very important that the return form is included directly with the package so that we can process the return.
- Write to us about the return, you can find the contacts on the website.
- Return the package to the address we will send you in the message.
Please allow approximately 14 business days for your return to be processed. Once your order has been processed, you will receive an email confirming your return and your refund will be processed. It may take up to 10 business days for the refund to appear in your account. You can track your returned package using the link provided by the carrier.
Can I exchange the goods?
Goods can be returned for exchange under the following conditions:
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no more than 14 days have passed since the date of purchase,
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the returned goods are in perfect condition,
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Earrings cannot be exchanged.
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Exchange of personalized jewelry with engraving is not possible,
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The exchange can be made for a gift voucher of the same value or for jewelry of the same price.
Can I return sale items?
Our return policy does not apply to goods from OLD LEGENDS SALE events, or to personalized jewelry (Story ring, Story pendant).
Goods purchased on 24.10 with a -24% discount can be exchanged according to the general rules — the exchange can be made at the value of the original purchase, but the original 24% discount is not applied upon exchange.
How to return kits and sets
If the goods arrive in one box as a so-called "regular set", only the complete set can be returned, not just some of the items in it. Eden gems does not accept individual items from the regular set for return. Only the complete regular set will be accepted for return.
For sets purchased as part of a promotional package where you have taken advantage of a promotion or discount on the purchase of one or more items (e.g. buy 3 products and save 10% on each item, or where a specific discount applies to each product purchased), you may return the items that you have also purchased individually. However, if you wish to return any items purchased in a promotional package, please note that Eden gems will adjust the promotional prices by charging you the regular price for the remaining items in that promotional package. From the amount you will be refunded (i.e. the discounted price paid for the item(s) of the package that you returned), Eden gems will deduct the difference between the regular and discounted prices of the remaining items in the package that you keep.