Refund policy

Last Updated: July 2026

At Merula Jewelry, we want you to shop with confidence. If there is an issue with your order, we're here to help.

Please read this Refund & Return Policy carefully before requesting a return, refund, or replacement. By placing an order with Merula Jewelry, you agree to the terms outlined below.

 

Order Cancellations

Orders may be cancelled for a full refund only if they have not yet entered processing.

Because orders are processed shortly after they are placed, cancellation requests cannot be guaranteed.

Once an order has been processed or shipped, it cannot be cancelled.

If you need to cancel your order, please contact us as soon as possible at support@merulajewelry.com.

 

Return Requests

Return requests must be submitted within 30 days of delivery.

To request a return or refund, please contact us with your order number or the email address used to place your order.

Depending on the circumstances, we may request that the item be returned before a refund or replacement can be issued.

Returns are not required in every case. If a return is necessary, we will provide return instructions after your request has been reviewed and approved.

Returns sent without prior authorization may not be accepted.

 

If a Return Is Required

In certain cases, we may require an item to be returned before a refund or replacement can be processed.

If a return is approved:

  • The item must be unused and unworn.
  • The item must be returned in its original condition and packaging, where applicable.
  • Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
  • Return instructions and the appropriate return address will be provided after approval.

Items returned without prior authorization may not be accepted.

 

Inspection Upon Delivery

Customers are encouraged to inspect their order upon delivery.

Any issues relating to damaged, defective, incorrect, or missing items should be reported within 30 days of delivery.

Claims submitted after this period may not be eligible for a refund or replacement.

 

Non-Returnable Items

The following items cannot be returned unless they arrive damaged, defective, or incorrect:

  • Earrings (for hygiene reasons)
  • Personalized or customized items
  • Gift cards
  • Final Sale or Clearance items

 

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 30 days of delivery.

To help us review your claim, please include:

  • Your order number
  • A description of the issue
  • Clear photographs of the item
  • Photographs of the packaging, when applicable

In some cases, we may request additional photographs or a short video to verify the issue.

After reviewing your claim, we may, at our discretion, provide:

  • A replacement
  • A partial refund
  • A full refund

depending on the circumstances.

Minor damage to the outer packaging that does not affect the product itself is not considered product damage.

Minor cosmetic variations that do not affect the intended use of the product are not considered manufacturing defects.

 

Missing Items

If your order is missing an item or accessory, please contact us within 30 days of delivery.

Once verified, we may:

  • Ship the missing item
  • Replace the affected item
  • Issue a partial refund
  • Issue a full refund

depending on the circumstances.

 

Lost Packages

If your package appears to be lost while in transit, please contact us as soon as possible.

Once notified, we will work with the shipping carrier to investigate the shipment.

If the carrier confirms that the package has been lost in transit, we may, at our discretion, issue a replacement or refund.

Merula Jewelry reserves the right to wait until the shipping carrier's investigation has concluded before issuing a replacement or refund.

 

Delivered but Not Received

If the tracking information shows that your package has been delivered but you have not received it, please:

  • Verify that the shipping address provided at checkout is correct.
  • Check around your delivery location and with household members or neighbors.
  • Contact the shipping carrier or your local post office to inquire about the delivery.

Once a package has been marked as delivered by the shipping carrier to the address provided at checkout, responsibility for the package generally transfers to the customer.

Merula Jewelry is not responsible for packages that are lost or stolen after confirmed delivery.

However, if you believe your package was misdelivered, please contact us. We will gladly assist you in working with the shipping carrier to investigate the issue.

Refunds or replacements for packages marked as delivered are not guaranteed and will be considered on a case-by-case basis.

Merula Jewelry reserves the right to deny claims where the shipping carrier's records indicate successful delivery to the address provided at checkout.

 

Refunds

Once your return or claim has been approved, refunds will be issued to your original payment method.

Please allow 3–5 business days for us to process your refund. Your bank or payment provider may require additional time before the funds appear in your account.

Original shipping charges are non-refundable unless the refund is the result of our error.

 

Items Not Eligible for Refund

Refunds will generally not be issued for:

  • Change of mind or buyer's remorse
  • Ordering the wrong item
  • Ordering the wrong size
  • Refused deliveries
  • Failure to collect a package
  • Normal wear and tear
  • Damage caused after delivery
  • Minor color variations due to screen settings, lighting, or photography
  • Minor cosmetic variations that do not affect the intended use of the product

 

Right to Refuse Returns

Refunds, replacements, and return requests are evaluated on a case-by-case basis. Approval of one request does not guarantee approval of future requests.

Merula Jewelry reserves the right to request additional information or documentation when investigating any request for a return, refund, replacement, or lost package claim.

Merula Jewelry reserves the right to refuse any return, replacement, or refund request that does not meet the conditions outlined in this policy.

Each request is reviewed individually to ensure a fair resolution.

 

Limitation of Liability

To the fullest extent permitted by applicable law, Merula Jewelry's liability is limited to the amount paid for the product(s) purchased. Merula Jewelry shall not be liable for any indirect, incidental, consequential, or special damages arising from the purchase or use of our products.

Nothing in this policy limits any rights that cannot be excluded under applicable consumer protection laws.

 

Force Majeure

Merula Jewelry shall not be held responsible for delays or failure to fulfill orders resulting from events beyond our reasonable control, including but not limited to natural disasters, severe weather, customs inspections, transportation disruptions, labor strikes, government actions, pandemics, war, or carrier service interruptions.

 

Contact Us

If you have any questions about this Refund & Return Policy or would like to request a return, refund, or replacement, please contact us at:

Merula Jewelry
Email: support@merulajewelry.com

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