Standard, non-custom products
Standard products are covered by the Eclisera Happiness Promise. If the piece is not right for you, contact us within 30 days of delivery and choose a full refund or replacement.
Customer care
Returns &
Concerns
Clear, considerate support for standard products, personalized creations and orders that do not arrive as expected.
Standard, non-custom products may be tried with care and returned for a full refund or replacement within 30 days of delivery.
The Eclisera Happiness Promise
We want you to feel good about choosing Eclisera.
Love your standard Eclisera piece or contact us within 30 days of delivery for a full refund or replacement. Each product will be identified as standard or personalized before purchase so the applicable terms are clear.
How we make it right
Simple support, handled personally.
Start with a message
Contact Eclisera within 30 days of delivery with the order information and a short description of what was not right. Please wait for instructions before returning or discarding the item.
Return costs
When a return is requested under the Happiness Promise, Eclisera will arrange or provide the return method at no cost to the customer. Keep the original packaging when reasonably possible, but missing packaging does not automatically end the promise.
Refund or replacement
The customer may choose a replacement or a full refund of the product price, applicable tax and original standard delivery fee. An approved replacement will not incur another standard delivery fee.
Refund timing
Eclisera will initiate an approved refund to the original payment method within five business days after the return is received or another resolution is agreed upon. Financial institutions may require additional processing time.
Important order details
Support extends beyond the guarantee.
- Visible delivery damage or an incorrect order should be reported within 48 hours.
- A product defect discovered during the 30-day period remains covered.
- Personalized products are covered when damaged, defective or different from approved details.
- Standard orders may be cancelled for a full refund before delivery.
- Personalized, event and bulk cancellation or deposit terms are provided before payment.
- Sale or limited-edition products are included unless clearly marked final sale before purchase.
- Nothing in this policy limits rights available under applicable law.
Need help with an order?
Start a refund or replacement request with a pre-addressed message. Include your order number, preference, short explanation and optional photographs.