Refund policy

Returns and Refunds Policy

At ÉLEVÉ ZURICH, we want you to love your jewellery. If you need to return an item or experience any issues with your order, we are here to help.

This policy applies to purchases made through our online store for delivery within Switzerland. We currently ship exclusively within Switzerland.

Returns

You may request a return within 14 calendar days of receiving your order.

To be eligible for a return, the item must:

  • Be unused, clean and in its original condition.
  • Include all original tags, accessories and packaging.
  • Be accompanied by the order number or proof of purchase.

These conditions apply to returns due to a change of mind and do not limit your rights regarding defective or incorrect products.

How to Request a Return

Please contact us at elevezurich@gmail.com, providing your order number and the items you wish to return.

We will send you the return instructions. Once you have received them, you must dispatch the parcel within the following 14 calendar days.

Return address:

ÉLEVÉ ZURICH
Zwinggartenstrasse 51
8600 Dübendorf
Switzerland

Please contact us before sending your parcel so that we can identify and process your return.

Return Shipping Costs

If you return an item due to a change of mind, size or personal preference, you are responsible for the return shipping costs. The original shipping costs are non-refundable in these cases.

Please package your jewellery securely. We recommend using a tracked shipping service and keeping your proof of postage until the process is complete.

If you receive a defective, damaged or incorrect item, we will cover the necessary return shipping costs and, where applicable, the shipping costs for a replacement.

Items Excluded from Returns Due to a Change of Mind

We do not accept returns due to a change of mind for:

  • Personalised or engraved items made according to your specifications.
  • Earrings and piercings that have been worn.
  • Earrings and piercings supplied with a hygiene seal that has been opened.
  • Gift cards.

Items purchased at a discount may be returned under the same conditions as other items.

These exclusions do not affect your rights regarding defective products or errors in your order.

Defective, Damaged or Incorrect Items

Please inspect your order upon receipt. If you notice any issues, contact us promptly at elevezurich@gmail.com, providing your order number and a description of the problem. If possible, please include photographs to help us assess the issue.

Defects discovered at a later date must also be reported promptly after they are discovered.

The 14-day return period for changes of mind does not apply to claims relating to defects. For new items, the statutory limitation period for warranty claims is two years from delivery, in accordance with Swiss law.

Where applicable, we will arrange a replacement, a price reduction or a return with a refund, in accordance with your applicable rights.

Refunds

Once we have received and inspected the returned item, we will inform you of the outcome.

If the return meets the applicable conditions, we will process the refund within 10 business days of receiving the returned item, using the same payment method used for the original purchase.

We will refund the amount actually paid for the returned items, including any discounts applied. Your bank or payment provider may require additional days to reflect the refund in your account.

Exchanges

If you would like to exchange a piece of jewellery for another, please contact us. We will handle the return in accordance with this policy, and you may place a new order for your preferred item, subject to availability.

Contact Us

If you have any questions about returns or refunds, please contact us at:

elevezurich@gmail.com