Return Policy
At Erchuo, we want you to feel comfortable with your jewelry purchase. We know choosing jewelry online can feel different from seeing a piece in person, so we want you to understand your options if something isn't quite right.
If your purchase doesn't meet your expectations, you may request a return within 30 days of receiving your order, provided the item meets the return conditions outlined below. We created this policy to make the process as straightforward and considerate as possible.
Return Window
You have 30 days from the date your order is delivered to contact us and request a return.
To help us assist you promptly, please email us within these 30 days. Returns requested after the return window may not be accepted unless required by applicable law.
Please wait for our return instructions before sending any item back. This helps ensure your return reaches the correct destination and can be identified and processed without unnecessary delays.
Return Eligibility
Because jewelry is often delicate and comes into direct contact with the skin, we require returned items to meet the following conditions.
Eligible returns should:
- Be returned within 30 days of delivery.
- Be unworn, unused, and in their original condition.
- Be free from scratches, dents, tarnishing, discoloration, broken components, or other signs of wear or damage caused after delivery.
- Include the original packaging, jewelry box or pouch, protective materials, and any accessories supplied with the item.
- Include proof of purchase, such as your order number or order confirmation email.
We understand that you may need to inspect your jewelry after it arrives. Please handle it carefully during inspection and avoid wearing it for extended periods if you are considering a return.
Special Considerations for Earrings
For hygiene reasons, earrings must be unworn and returned clean and in their original condition. Earrings that have been worn, show signs of use, or cannot reasonably be resold for hygiene reasons may not be eligible for return, except where the item is faulty or applicable law provides otherwise.
If you receive earrings that appear damaged, defective, or incorrect, please contact us before using or cleaning them. We will review the issue and help you determine the appropriate next step.
Damaged, Defective, or Incorrect Items
If your jewelry arrives damaged, defective, or different from what you ordered, we're sorry for the inconvenience. Please get in touch with us as soon as reasonably possible and include:
- Your order number.
- A brief description of the issue.
- Clear photos of the item and its packaging, if possible.
Please keep the item and its packaging until we've reviewed your request. Depending on the circumstances, we may arrange a replacement, refund, or other appropriate solution under applicable law. Faulty or incorrect items will be handled separately from ordinary change-of-mind returns.
Items We Cannot Normally Accept for Return
Unless an item is faulty, incorrectly supplied, or a return is required by applicable law, we generally cannot accept:
- Jewelry that has been worn, used, altered, or damaged after delivery.
- Earrings that have been worn or no longer meet reasonable hygiene requirements.
- Items with missing components, significant scratches, or other signs of use.
- Items returned without prior contact or sent to an address that has not been authorized by our team.
- Items returned after the 30-day return window.
If you're unsure whether your item qualifies, please reach out before sending it back. We're happy to review your situation and explain the available options.
How to Request a Return
We've kept the process simple. Please follow these steps so we can help you as efficiently as possible.
Step 1: Contact Us
Email erchuoofficial@hotmail.com within 30 days of receiving your order. Include your order number, the item you'd like to return, and the reason for your request.
If your item arrived damaged, defective, or incorrect, please mention this in your email and attach photos if possible.
Step 2: Wait for Return Instructions
Our customer support team will review your request and respond with the next steps. If your return is eligible, we'll provide the return instructions and the appropriate return address.
Please do not send your item back before receiving our instructions, as an unauthorized return may cause delays or prevent us from identifying your package.
Step 3: Prepare Your Jewelry
Carefully place the item in its original jewelry box or pouch, along with any included accessories and packaging. Make sure the jewelry is protected from movement, pressure, and damage during transit.
We recommend using a sturdy outer package and keeping your shipping receipt and tracking number until the return is complete.
Step 4: Ship Your Return
Send the package using the return method specified in our instructions. Unless we've confirmed otherwise, please keep the tracking details so the shipment can be followed if needed.
For ordinary change-of-mind returns, the customer is generally responsible for return shipping costs. If the item is damaged, defective, or incorrect, please get in touch with us before shipping it back so we can confirm the appropriate arrangements.
Step 5: Inspection and Refund
Once your return arrives, we'll inspect the item to confirm that it meets the return conditions. We'll then email you the inspection outcome and, if approved, arrange your refund.
Please allow 5–10 business days after the return has been received and approved for the refund to be processed by us. The time it takes for the funds to appear in your account may vary depending on your payment provider or financial institution.
Refunds
Approved refunds will generally be issued to the original payment method used for the purchase.
Original shipping charges are generally non-refundable for ordinary change-of-mind returns, unless otherwise stated at checkout or required by applicable law. If your order arrives damaged, defective, or incorrect, we'll review the circumstances and explain the available refund or other resolution options.
If you haven't received your refund after the expected processing period, please check with your payment provider first. You're also welcome to contact us with your order number, and we'll do our best to help you follow up.
Exchanges
If you'd like a different style of necklace, bracelet, or pair of earrings, please get in touch with us at erchuoofficial@hotmail.com before returning your original item.
Exchange availability depends on stock and the condition of the item being returned. If a direct exchange isn't available, our team can explain whether a return and a new order would be the best option.
Order Cancellations
If you've changed your mind about an order, please get in touch with us as soon as possible. We can only request a cancellation before the order has been processed or dispatched, and cancellation cannot be guaranteed once fulfillment has begun.
If the order has already shipped, you may request a return after delivery in accordance with this policy.
Contact Us
We know that returning a purchase isn't always convenient, and we're here to make the process as clear and straightforward as possible. If you have questions about eligibility, return steps, or your refund status, please contact us.
Email: erchuoofficial@hotmail.com
Phone: +1 515 491 5082
Customer Support Hours: Monday–Friday, 9:00 AM–5:00 PM Central Time
Typical Response Time: 1–2 business days
Thank you for shopping with Erchuo. We appreciate your trust and the opportunity to help make things right whenever a purchase doesn't go as expected.