Returns and Exchanges Policy

At EDEN & CO (www.proudlyeden.com), we are committed to providing you with the highest quality jewellery and footwear. We understand that sometimes items may not meet your expectations or fit perfectly, which is why we have established a straightforward Returns and Exchanges Policy to ensure your satisfaction. Please read the following guidelines carefully before initiating a return or exchange:

1. Eligibility for Returns and Exchanges:

• We accept returns and exchanges within 30 days from the date of purchase.
• The items must be unworn, undamaged, and in their original packaging.
• For hygiene reasons, earrings cannot be returned or exchanged, unless they arrived damaged or defective.

2. Initiating a Return or Exchange:

• To initiate a return or exchange, please email us at [email protected] with your order number, a brief description of the reason for the return or exchange, and clear photographs if applicable.
• Our customer service team will review your request and provide you with further instructions within 2 business days.

3. Return Shipping:

• The customer is responsible for arranging return shipping and covering the return shipping costs, except in cases where the item received was damaged or defective.
• If you prefer, we are happy to arrange the courier service for your return. In such cases, a return shipping fee of R120 will be invoiced to the customer or deducted from the refund amount.
• We recommend using a trackable shipping method to ensure the safe return of the item.

4. Refund Process:

• Once we receive and inspect the returned item, we will process your refund within 5 business days.
• Refunds will be issued to the original payment method used during the purchase.

5. Exchange Process:

• If you wish to exchange an item for a different size, color, or style, please specify your preference in the return request email.
• Exchange requests are subject to availability. If the requested item is not available, we will issue a refund instead.

6. Exchange Process for Size-Dependent Products (e.g., Stack Rings):

• If you wish to exchange a size-dependent product, such as stack rings, for a different size, please specify your preferred size in the return request email.
• In cases where jewellery products need to be re-made to accommodate the requested size change, a re-making fee of R350 will apply. This fee covers both courier costs and labor expenses associated with re-making the product.
• Exchange requests for size-dependent products are subject to the availability of the required materials and resources for re-making.
• Once we receive your return and the re-making fee is confirmed, we will proceed with re-creating the product in the requested size.
• Upon completion of the re-making process, the re-sized product will be shipped to you using a trackable shipping method.

Please note that this exchange process applies specifically to size-dependent items, where re-making is necessary to fulfill your request accurately. We appreciate your understanding and cooperation in ensuring that you receive the perfect fit and design from Proudly Eden.

For any further inquiries or assistance, please do not hesitate to contact our customer service team at [email protected].

7. Damaged or Defective Items:

• In the unlikely event that you receive a damaged or defective item, please contact us immediately at [email protected] with photographs of the damaged item.
• We will arrange for a replacement or provide a full refund, including return shipping costs.

8. Non-Returnable Items:

• Custom-made or personalised items cannot be returned or exchanged, unless they are defective or damaged.

9. Address for Returns and Exchanges:

• Please ship the return or exchange items to the following address:

EDEN & CO, Shop 10, Horison Nywerheidskorf, Kareeboomlaan, Orania, Northern Cape, 8752

Please note that our Returns and Exchanges Policy applies to online purchases made through our website www.proudlyeden.com. For any further inquiries or assistance, please contact our customer service team at [email protected].

We appreciate your understanding and cooperation in following our Returns and Exchanges Policy to ensure a smooth process for both you and EDEN & CO. Your satisfaction is our priority, and we are here to assist you every step of the way. Thank you for shopping with us!