Refund & Return Policy

At Elena Marlowe, we want you to feel confident when purchasing our minimalist jewelry. If for any reason you are not satisfied with your order, we are here to help.

Return Window

  • You have 14 days from the date of delivery to request a return.
  • To be eligible, items must be unused, unworn, and in their original packaging.

Non-Returnable Items

  • For hygiene reasons, earrings cannot be returned unless defective or damaged.
  • Personalized or custom-made jewelry is also non-refundable.

Return Process

  1. Contact us at contact@elena-marlowe.com with your order number and reason for return.
  2. Our team will provide you with return instructions.
  3. Once your return is received and inspected, we will notify you by email.

  4. Please note that unauthorized returns or packages sent to the sender’s address will not be accepted.

Return Costs & Restocking fee

All return costs — including shipping, customs fees, and restocking charges — are the responsibility of the customer.
All returns must be sent to our central warehouse in Asia.

Customers are responsible for:

  • Selecting a shipping provider that offers customs clearance in China

  • Paying all customs duties, fees, and taxes

  • Providing the correct documentation for customs clearance

  • Return shipping fee

We are not liable for returns delayed or rejected due to customs issues or incorrect shipping methods.

A 15% restocking fee applies to all returns to cover inspection, processing, and inventory management.
This restocking fee also applies to parcels refused upon delivery or not collected from the post office and automatically returned to us.

Exceptions to Restocking Fee

The 15% restocking fee may be waived in the following cases:

  • The item arrived damaged or defective

These cases will be reviewed individually by our team.

Refunds

  • Approved refunds will be processed back to your original payment method.
  • Please allow 7–10 business days for the refund to appear in your account.
  • Shipping costs are non-refundable unless the item was received damaged or defective.

Exchanges

  • We can offer exchanges if the requested item is in stock.
  • If not, you may choose a refund or store credit.

Damaged or Defective Items

  • If your jewelry arrives damaged or defective, please contact us immediately with photos/videos.

Contact for Returns

Company Information

Store Name: Elena Marlowe
Company Name: A.M.E. Commerce
Tel Nr: +19297588864
Address: King Lam Street 83, 000 HK
(This is not a return address)