Exchange and Returns
For exchange, returns and refunds of items purchased not directly from ERATO, please contact the particular reseller where the product was purchased from.
We understand that some customers would like to exchange a product for a different size or design. As such, we will exchange it as long as the product is sent back within 14 days of the delivery date. Please note that all returns shipping costs are covered for by the customers. We are unable to process the exchange if the item has sold out. Earrings can not be subject of exchange for hygiene reason.
To request a repair for common issues such as missing stones or broken links, please email email@example.com with ALL details listed below to receive a repair authorization:
- Contact name and phone number
- Proof of purchase (ex. order confirmation email or receipt)
- Image(s) of damaged item(s)
- Brief description of the requested repair
Upon receipt of the above details, we will assess repair and provide authorization along with return instructions. Please note that repair authorization is issued on a case by case basis and may not be granted if damage is found to be caused by foregoing proper jewelry care. Please allow up to 2-4 weeks for repair to be completed.
For items purchased within the last year, repairs are free of charge. If your purchase through www.erato.am is older than one year, you will be charged repairs fees based on labor and cost of materials. All repairs are subject to shipping charges.
For items bought through one of our retail partners, please return the damaged item to the same retailer.
All items can be returned within 14 days from the delivery date, this applies to all countries. The products must be returned in their original condition and packaging. Please note that the customer will have to pay for any costs that may incur when shipping the product back to ERATO.
Please note that pierced earrings including earring pendants are non-returnable for reasons of hygiene and safety. Contact us before posting any items back to ERATO. A returns authorization number (RMA) must be obtained before any item is shipped back to us. Note that for hygiene reasons we are unable to accept returns on earrings. During the sales period, the purchase of discontinued items will be final. Therefore we will be unable to process any refunds or exchanges.
Bespoke jewelry and special orders cannot be exchanged or returned under any circumstances.
Please follow our 3 easy steps below:
Obtain your Return Authorization Number:
Contact us to obtain a Return Merchandise Authorization (RMA) number. When approved, you will receive an email with your Return Merchandise Authorization Number along with detail shipping and packaging instructions.
Package Your Order:
Repack the item(s) in the original packaging materials. To receive a refund, you must provide the original packaging and documentation. Write the Return Merchandise Authorization (RMA) number on the receipt and on the outside of the package. Items returned must be in same quality as they were when sent to you. Any promotional item or free gift included with the order must be returned. If not returned, you will be subject to the full retail price of the item.
Shipping & Insurance:
Please use a trackable shipping method and ship your product to the address listed on the original packaging with your receipt. "RETURN FOR REFUND" must be clearly written on your receipt as well as the reason for your return. We are not responsible for lost return packages. The package will be returned to its original sender if the RMA number is not included on the box or if it has been damaged or tampered with.