Evergleam Returns, Exchanges & Refunds Policy
We want you to feel confident when shopping with Evergleam. Please review the policy below before placing your order.
21-Day Return Request Window
For eligible items, you may request a return within 21 calendar days of the date your order is delivered. Please contact us before sending anything back. Returns sent without prior authorization may be refused.
Eligible Ready-to-Ship Items
Ready-to-ship loose gemstones and in-stock jewelry made from 925 sterling silver or gold-plated brass may be returned when they are unused, unworn, unaltered, and sent back in their original packaging with all certificates, documents, tags, and accessories. Loose gemstones must remain unset and must not show chips, scratches, or other damage.
Custom and Personalized Items
Made-to-order jewelry, customized metal or stone combinations, engraved pieces, resized-to-order pieces, and any item made to your individual specifications are final sale and are not eligible for change-of-mind returns or exchanges, except where required by applicable law. This does not limit your rights if an item is defective, damaged on arrival, or different from what you ordered.
Damaged, Defective, or Incorrect Items
Please email info@evergleam.shop as soon as possible with your order number and clear photographs of the item and packaging. We will review the issue and provide the appropriate replacement, repair, refund, or return instructions.
How to Request a Return
- Email info@evergleam.shop with your order number, the item you wish to return, and the reason for the return.
- Wait for our return authorization and shipping instructions.
- Pack the item securely and use a trackable shipping service. Keep the tracking receipt until your return is completed.
Authorized Return Address
Evergleam Returns
Attn: Ma Ling
Room 301, 3/F, Sunning Centre
On Kui Street, On Lok Tsuen
Fanling, New Territories
Hong Kong
Phone: +852 4617 4670
Please do not send a return to this address until we have approved your request.
Return Shipping Costs
For change-of-mind returns, the customer is responsible for return shipping costs and any related customs charges. Original shipping charges are non-refundable unless required by law. If we confirm that an item is defective, damaged on arrival, or incorrect, Evergleam will be responsible for reasonable return shipping costs according to the instructions we provide.
Refund Processing
After the returned item is delivered to us, please allow up to 10 business days for inspection. If approved, the refund will be issued to the original payment method within 1–2 business days. Your bank or payment provider may require additional time to post the refund.
Any loss in value caused by handling beyond what is necessary to inspect an item may be deducted from the refund where permitted by law.
Exchanges
Eligible ready-to-ship items may be exchanged within the same 21-day request window, subject to availability. Custom and personalized items cannot be exchanged for change-of-mind reasons. For defective, damaged, or incorrect items, contact us so we can arrange an appropriate solution.
Order Changes and Cancellations
Please contact us as soon as possible if you need to change or cancel an order. We cannot guarantee a cancellation after a ready-to-ship order has entered fulfillment or after production has started on a custom order.
Contact
Email: info@evergleam.shop
Return phone: +852 4617 4670
Nothing in this policy limits any mandatory consumer rights that apply in your country or region.