RETURN AND EXCHANGE

Return & Exchange Policy - Escala Gems

Thank you for shopping with Escala Gems. We're committed to making your shopping experience smooth and secure. Please review the following terms carefully — placing an order means you agree to these policies.

1. General Agreement

By ordering from our website, you agree to the terms and conditions outlined below. These are designed to protect both you as a valued customer and us as a business.

2. Returns & Exchanges

We accept returns for items with manufacturing defects or for size exchanges (e.g., wrist size, necklace length), under the following conditions:

2.1 Eligibility

  • Return requests must be made within 7 days of purchase.

  • The item must be unused, in its original packaging, and free from any damage or alteration.

2.2 Return Process

  • We can schedule a return pick-up from your local address.

  • If your location is outside our courier’s service area, we’ll provide instructions on how and where to send your return.

2.3 Inspection & Replacement

  • Once we receive your returned item, our team will inspect it.

  • You will receive a confirmation via SMS or email that your request is being processed.

  • If approved, we will ship your replacement item within 3 to 6 working days.

2.4 Refunds

  • Refunds are considered only as a last resort in cases where:

    • The returned product is confirmed defective, and

    • We are unable to replace it at the time your request is processed.

  • Please refer to our Refund Policy for full details.

2.5 Shipping Fees

  • Return and delivery shipping fees apply unless you received a defective or incorrect item.

2.6 Non-Returnable Items

  • Items on sale or discount, and custom orders, are non-refundable and non-exchangeable.

  • Order cancellations are not accepted once an order is placed.

2.7 How to Start a Return

To begin your return or exchange, kindly message us through:

  • Facebook Messenger

  • Instagram (@escalagems)

We're here to help and ensure your accessories fit and feel just right 💎

Questions?

Reach out to us anytime via email at info@escalagems.com.

Thank you for choosing Escala Gems — where elegance meets intention.