Refund policy
What is your return policy?
We offer an easy and stress-free return policy, If you would like to return/exchange your product, simply reach out to us at [email protected] within 30 days of your purchase. You’ll receive store credit and or an exchange, simply provide us your order # to receive a return merchandise authorization and return address. Please note, if any shipping cost was involved, the original shipping costs cannot be refunded and you will be responsible for covering the cost of return shipping.
1、Products must be returned within 30 days.
2、Products must be unworn, undamaged, and in saleable condition.
3、For hygiene reasons, earrings (and other pierced jewellery) cannot be returned.
4、The jewellery must not have been adjusted by any other jeweller or anyone else.
5、Customer Custom Jewelry, personalised items or engraved items are excluded from our returns policy, unless faulty or otherwise agreed in writing.
6、For jewelry customized according to customer requirements, it is considered a special order and the 30-day return policy does not apply. If you cancel a special order that is being made to order, we will charge a 30% design customization fee.
Please note: Since K gold products need to be customized according to the order. If there are any quality problems, we provide free maintenance or replacement.
Refunds
Returns will be processed within 5 days upon receiving your package. The refund will be issued to your original payment account.
Please Note:
* If you want the refund to be issued to your other payment account, Please contact EKgold customer service to obtain authorization..
* The shipping fee is non refundable.Although you may have enjoyed free or undervalued shipping, we do incur the original cost of shipping for every order. Therefore, we do not refund our original shipping cost.If your original logistics is FedEx, we will charge a logistics fee of $30. If your original logistics is 4PX, we will charge a logistics fee of $20.
I received the wrong item
Please email us at [email protected] and we will send out your replacement immediately.
My order arrived damaged
Did your item arrive damaged, different or not working? Please email us at [email protected] and we will send out your replacement immediately.
If you would like to proceed with a return, please refer to the procedures below:
1. Within 48 hours of receiving the product contact us with a photo or video explaining the issue and whether you want a return or replacement.
2. We will review the claim and contact you if we need more information.
3. If approved, we will provide store credit or resend the item, you may also be asked to return the product.
4. Customers will only be charged once for shipping costs (this includes returns).
5. No-restocking to be charged to the consumers for the return of the product.
My order has not arrived yet and I want to cancel my order
Due to high volume of demand and for better logistics efficiency, our products are shipped from different warehouses in over 5 major countries, due to this, our shipping and delivery time greatly varies depending on your location.
We are able to guarantee our dispatch dates within 10 business days (average around 5 business days) but cannot guarantee the exact shipping date.
We don’t offer refund because of shipping delays, as there sometimes unforeseen circumstances that may occur during the transit of your order which most of the time we do not have control of.
Where should I mail my authorized return?
Please contact our customer service at [email protected] to get the returned address.
Will you handle the return shipping fee?
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over USD$20 you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.