Return Refund Policy

Thank you for choosing Emily Mmaitsi LLC (“we,” “us,” or “our”) for your jewelry needs. We strive to ensure you are completely satisfied with your purchase. This Return & Refund Policy outlines the terms and conditions for returning products purchased through our website (https://shiluliemily.com/) and requesting refunds or exchanges. By placing an order with us, you agree to comply with the provisions below.
 

1. Eligibility for Returns

 
To be eligible for a return, exchange, or refund, the following conditions must be met:
 
  • Timeframe: Returns must be initiated within 30 calendar days from the date of delivery (as confirmed by shipping carrier tracking information).
  • Product Condition: Items must be unused, unworn, and in their original condition—including all original packaging, tags, and accessories (e.g., dust bags, gift boxes). Jewelry must not show any signs of damage, scratches, tarnishing, or alteration (e.g., resizing, engraving modifications).
  • Proof of Purchase: A valid order confirmation email, receipt, or order number must be provided to process the return.
  • Exceptions: Customized, engraved, or personalized jewelry (made to your specific requests) is non-returnable and non-refundable, unless defective. Final sale items (marked as “Final Sale” on the product page) are also ineligible for returns or exchanges.
 

2. How to Initiate a Return

 
To start a return, please follow these steps:
 
  1. Contact Our Team: Send an email to [service@shiluliemily.com] with the subject line “Return Request – [Your Order Number].” Include your full name, order number, details of the item(s) you wish to return, and the reason for the return (e.g., size issue, change of mind, defect).
  2. Receive Return Authorization: Our customer service team will review your request within 2–3 business days. If approved, we will send you a Return Authorization (RA) number and detailed instructions for packaging and shipping the item(s) back to us.
  3. Ship the Return: Package the eligible item(s) securely to prevent damage during transit. Clearly mark the RA number on the outer packaging. You are responsible for arranging and paying for return shipping. We recommend using a trackable shipping service and insuring high-value items, as we are not liable for lost or damaged returns.
  4. Return Address: Ship the packaged item(s) to:
     
    Emily Mmaitsi LLC
     
    Attn: Returns Department
     
    23446 VISTA WAY
     
    MENIFEE, CA 92587
     
    United States
 

3. Refund Process

 
  • Inspection: Once we receive your returned item(s), our team will inspect them to verify eligibility (condition, packaging, proof of purchase). This process may take 3–5 business days.
  • Refund Approval: If the return is approved, we will initiate a refund to your original payment method. Refunds will exclude the original shipping cost (unless the return is due to a defect or error on our part).
  • Refund Timing: Refund processing times vary by payment method:
    • Credit/debit cards: 5–7 business days (may take longer depending on your bank’s processing time).
    • PayPal: 3–5 business days.
       
      We will send you an email confirmation once the refund has been processed.
     
 

4. Exchange Policy

 
We offer exchanges for eligible items (unused, unworn, in original condition) within 30 days of delivery, subject to product availability. To request an exchange:
 
  1. Follow the return initiation steps above, specifying “Exchange Request” in your email.
  2. Include details of the desired replacement item (e.g., product name, size, color) in your request.
  3. Once your returned item is received and inspected, we will ship the replacement item to you. If the replacement item has a higher price, you will be invoiced for the difference; if it has a lower price, we will issue a partial refund for the difference.
  4. We cover shipping costs for the replacement item only if the exchange is due to a defect or our error. For exchanges due to size or personal preference, you are responsible for return shipping, and we will charge standard shipping for the replacement.
 

5. Defective or Damaged Items

 
If you receive a defective, damaged, or incorrect item (e.g., wrong product, size, or color), please contact us within 7 calendar days of delivery. Include:
 
  • Your order number.
  • Photos/videos of the defective/damaged item and packaging.
  • A detailed description of the issue.
 
We will review your claim and, at our discretion, offer a full refund, free exchange, or repair. We will cover all return shipping costs for defective/damaged items and provide a pre-paid shipping label upon approval.
 

6. Non-Refundable Items

 
The following items are non-returnable and non-refundable:
 
  • Customized, engraved, or personalized jewelry.
  • Final sale items (marked as “Final Sale” on the product page).
  • Items returned after the 30-day window.
  • Items that are worn, damaged, altered, or missing original packaging/tags.
 

7. Cancellations

 
You may cancel an order before it has been shipped by contacting us at [service@shiluliemily.com] with your order number. If canceled successfully, we will issue a full refund to your original payment method within 3–5 business days. Once an order has been shipped, it cannot be canceled, and you must follow our return process.
 

8. Additional Terms

 
  • We reserve the right to refuse returns that do not meet the eligibility criteria.
  • Refunds are issued only to the original payment method used for the purchase.
  • International customers are responsible for all customs fees, duties, and taxes associated with returns. We are not liable for items held or confiscated by customs.
  • If you do not receive a refund within the stated timeframe, please contact your bank or payment provider first (as processing delays may occur on their end) before contacting us.
 

9. Contact Us

 
If you have any questions, concerns, or need assistance with a return, refund, or exchange, please contact our customer service team:
 
  • Company: Emily Mmaitsi LLC
  • Email: service@shiluliemily.com
  • Address: 23446 VISTA WAY, MENIFEE, CA 92587
  • Website: https://shiluliemily.com/
 
We aim to resolve all return-related inquiries within 5 business days. Thank you for your understanding and support!