RETURNS & EXCHANGES

PLEASE NOTE THAT AN UNBOXING VIDEO OF THE ORDER IS MANDATORY WHEN THE PACKAGE IS DELIVERED TO PROCESS ANY CLAIMS.

We apologize if there is a manufacturing defect, faulty product or an incorrect item was sent out (incorrect size, colour or style). In this case, we will exchange items upon verifying the mistake. Please take a snapshot of the incorrect/defective item/faulty product in its original condition(unaltered, unworn, unwashed and with tags intact) and sent a email to [email protected] or message us on INSTAGRAM

如果存在制造缺陷、有缺陷的产品或发送的物品不正确（尺寸、颜色或样式不正确），我们深表歉意。 在这种情况下，我们将在核实错误后更换物品。 请拍下不正确/有缺陷的物品/有缺陷的产品的原始状态（未更改、未磨损、未清洗且标签完好），并发送电子邮件至[email protected] 或信息至我们的INSTAGRAM


Our return policy lasts twenty-four hours from the received date. If twenty-four hours have gone by since your received, unfortunately we can't offer you a refund or exchange.   *Received time is counting based on the time signing in gdex

我们的退货政策自收到之日起持续 24 小时。 如果您收到后 24 小时过去了，很遗憾，我们无法为您提供退款或换货。*收到时间以gdex签到时间为准


To be eligible for an exchange, your item must meet one of the following reasons  换货条件，您的商品必须符合以下原因之一： 

a) Incorrect merchandise received 收到不正确的商品

b) Defective merchandise received 收到的有缺陷的商品

  • Only defective items can be exchanged and other reasons such as change of mind, make an incorrect selection, any aspect of the item not suitable, slight differences in shape, size, texture, colour, wear and tear, external force pulling / squeezing, soaking in water, Self-inflicted damage, Customer's subjective opinions on product quality and preference, malleable or tarnishing of sterling silver jewellery will not be entertained. 只能更换有缺陷的物品以及其他原因，例如改变主意、做出错误选择、物品的任何方面不合适、形状、尺寸、质地、颜色、磨损和撕裂、外力拉扯挤压、浸水等 自己造成的损坏, 客户对产品质量和偏好的主观意见、925 纯银有延展性或失去光泽饰品将不被招待。
  • Do note that the nature of our sterling silver jewellery is that it can be extremely malleable, the product can easily be bent back into shape. 请注意，我们的925纯银首饰的本质是它具有极强的延展性，产品可以很容易地弯曲回原形
  • Please note that you couldnt use external force to pull or squeeze when opening the jewelry package or the joints of the jewelry, which will speed up the damage to the jewelry. If you do not know how to use this product, please contact our customer service.请注意，在打开首饰包装或首饰的接缝时，不能使用外力拉扯或挤压，这会加速首饰的损坏。 如果您不知道如何使用该产品，请联系我们的客服。

TERMS

Before returning your items, send a message on our INSTAGRAM with your order number, a photo and unboxing video of the received item and the reason to register your return. Please allow 1-3 business days for us to process your request.

  • Item(s) must be returned in original condition: unaltered, unworn, unwashed and with tags intact. 物品必须以原始状态退回：未更改、未磨损、未清洗且标签完好无损。
  • We will not entertain exchanges if item is purchased from a third party. 如果物品是从第三方购买的，我们将不接受交换
  • No cash refunds are allowed for all returned goods except if the item is Out of Stock. 除商品缺货外，所有退货均不允许现金退款
  • Sale section are strictly non-returnable. 促销商品严格不退换。
  • Return must be done within 3 working days upon submit return / exchang request. 退货必须在提交退换货请求的 3个工作日内完成。
  • Return can only be done one time per order number, means that any item(s) want to return shall be done by once. 每个订单号只能退货一次，意味着任何想要退货的物品都必须一次完成。
  • Customers are responsible for the item until it reaches us and kindly retain all proof of mailing until an acknowledgement has been sent. 客户有责任对货品负责，直到我们确认收到商品之前，请保留所有邮寄证明。
  • All returns which do not meet the above-mentioned criterias will be strictly declined and forfeited. 所有不符合上述标准的退货将被严格拒绝并没收。 


HERE'S WHAT YOU MUST DO WHEN YOU RECEIVE YOUR PACKAGE FROM EWAN - 

  • An unboxing video to be shot on the day the package has been delivered to your home.

  • The package should be completely sealed prior to unboxing. The PU bag should be intact.

VIDEOS NEEDED:

  • A 360 video of the SEALED PU bag.
  • A video of cutting the bag, removing the box, unboxing, showing pouch and then finally showing product.
  • The video should be shot in clear light.
  • The entire unboxing video to be shot in one-go and shouldn’t be edited or several clips cannot be stitched to make it into one video

No claims of any sort would be accepted without an unboxing video. This has to be sent the day the customer receives the parcel which will be verified via tracking.


DM the video to us on Instagram HERE


Ewanroom Collections has every right to accept / deny / reject any claim submitted.

This system is put in place to ensure our EWAN community has a satisfactory shopping experience and is mandatory!

*As much as our team would love to serve you with courtesy and efficiency, we would also like to request that you treat our email staff with the same respect that you as our customer deserve. We apologies in advance if our team happens to make any mistakes in handling your orders. We will definitely try our utmost best to rectify mistakes if any. Thank you for making EWANROOM a pleasant place to shop and for our staff to work in.