Last updated: November 7, 2026
If something has gone wrong with an order from Elara Jewelry, this page explains how to raise it with us, what happens next, and which routes stay open to you if we cannot agree. Elara Jewelry is the commercial name of Joop Yellow Strategies LLC, of 2106 House Ave Suite 760, Cheyenne, WY 82001, United States.
We keep this simple on purpose. There is no form to fill in, no ticket number to chase and no waiting line. You email us, a person reads it, and you get an answer.
Step 1 - Tell us
Email support@elara-jewelry.com with your order number and what went wrong. If the item arrived damaged, faulty or different from what you ordered, add a photo of the item and the packaging. We reply within 24 hours on a business day.
Step 2 - We propose a solution
Almost everything we see is settled the same week. Depending on the problem we offer one of the following, and we tell you in writing which one and why:
- A replacement at no cost to you, where the item is damaged, faulty or not what you ordered
- A full refund to the payment method you used
- A partial refund as a goodwill gesture, so you can keep the item without the cost of a return
- A return under our Return & Refund Policy, with a return label and instructions
Step 3 - If you disagree
Reply to our email and say so. We review the case again from the start, including anything new you send us, and you get a final written answer within 5 business days. If we got it wrong, we say so and put it right.
Step 4 - Routes outside Elara Jewelry
If we still cannot agree, the following routes remain open to you, and nothing on this page limits them:
- Your bank or card provider, who can open a dispute on the payment. The section below explains what we do when that happens.
- The consumer protection office or attorney general of your state, or the Federal Trade Commission at reportfraud.ftc.gov.
Payment disputes and chargebacks
Please email us before you raise a dispute with your bank or card provider. We ask for a practical reason, not a legal one. A bank dispute takes 30 to 60 days, you have no say in it while it runs, and we are not allowed to refund you while one is open. Coming to us first is simply the faster route to your money or your replacement.
When a dispute is raised:
- We submit the evidence we hold to your bank or card provider: your order confirmation, the item and size you ordered, the payment record, the full tracking history, proof of delivery where the carrier provides it, and our email correspondence with you.
- While the dispute is open we cannot issue a refund, pay out a return or send a replacement for the same order, because that would mean paying for it twice. Everything continues as soon as the dispute is closed.
- If a dispute is raised without contacting us first, or while the carrier has confirmed delivery to the address you gave us, we may decline to accept future orders from you.
Nothing in this section affects your right to dispute a payment with your bank. It sets out what we do when you use it.
What we keep on file
So that we can look back at what was agreed, we keep our emails with you for 3 years, as set out in our Privacy Policy. You can ask for a copy at any time.
Contact
Store Name: Elara Jewelry
Business Address: 2106 House Ave Suite 760, Cheyenne, WY 82001, United States
Email: support@elara-jewelry.com
Business Days: Monday to Friday
Payments appear on your bank or card statement as ELARA JEWELRY. If you see a charge you do not recognise, email us before contacting your bank and we will identify it for you the same day.