Refund policy

Return Policy

Our Promise

Every piece that leaves our studio has been inspected by hand. If something isn't right, we will make it right.

 

1. Quality Issues & Damaged Items 
Please inspect your order as soon as it arrives. If your item arrives defective, damaged in transit, or is not what you ordered, contact us immediately at info@cyrenebyelsie.com with your order number and clear photos of the issue. We will cover all costs to resolve it — replacement, refund, or return shipping. No exceptions.

2. 14-Day Return Window
If a piece isn't right for you, you have 14 days from the date of delivery to request a return for a refund. Requests made after this window will not be accepted.

3. Return Eligibility
To be accepted for return, items must be:
• Unworn and unused
• In their original condition, with all tags attached
• In the original Cyrene packaging, with proof of purchase

The following are non-returnable under any circumstances, unless the item arrives damaged or defective:
•  Pierced earrings — for hygiene reasons, all earring styles are final sale
•  Custom and personalized items — made for you, and only you
•  Sale items and orders placed with a discount code — all promotional purchases are final sale
Items that show signs of wear, alteration, or damage caused after delivery will not be accepted for return.

4. How to Start a Return
Email us at info@cyrenebyelsie.com with your order number, reason for return, and photos of the item. Do not send items back without prior approval — unapproved returns will not be accepted and cannot be processed.
Once your return is approved, we will send you detailed instructions on where to send your package.
Return shipping costs are the responsibility of the buyer for change-of-mind returns. We strongly recommend using a trackable shipping method. Cyrene cannot be held responsible for return packages that are lost or damaged in transit — once the package leaves your hands, it is your responsibility until we confirm receipt.

5. Refunds
Once we receive and inspect your return, we will notify you of the outcome within 3-5 business days.
Approved refunds will be processed to your original payment method within 10 business days. Please note that your bank or payment provider may require additional time to post the refund.
If 15 business days have passed since your refund was approved and you have not received it, please contact us at info@cyrenebyelsie.com.