Lost Packages or Damaged Boxes Policy

Elegant Elements By Kelly, we strive to ensure that every order is delivered promptly and securely. However, we understand that despite our best efforts, incidents such as lost packages or damaged boxes may occur during transit. Please review our policy below regarding such occurrences:

1. **Lost Packages:**
- In the unfortunate event that your package is lost during transit, we will work diligently with the shipping carrier to locate your order. This may involve initiating a trace or investigation with the carrier's customer service department.
- While we will provide assistance in tracking down the package, please note that Elegant Elements By Kelly cannot be held responsible for delays or losses caused by the shipping carrier. Once the package leaves our facility and is in the possession of the carrier, it is their responsibility to ensure safe and timely delivery.

2. **Damaged Boxes:**
- We take great care in packaging our jewelry items to ensure they arrive safely at their destination. However, if you receive a package with visible damage to the exterior box, please inspect the contents immediately upon receipt.
- Should you discover any damage to the jewelry items inside, please contact us within 2 days of delivery. We may request photographic evidence of the damaged items and packaging to facilitate the claims process with the shipping carrier.

3. **Claims Process:**
- For both lost packages and damaged boxes, we will assist you in filing a claim with the shipping carrier. This process may involve providing documentation and evidence of the loss or damage.
- While we will do our best to facilitate the claims process on your behalf, please understand that the resolution timeline is determined by the shipping carrier, and Elegant Elements By Kelly has limited control over the outcome.

4. **Refunds or Replacements:**
- Depending on the outcome of the claims process and the policies of the shipping carrier, we will work with you to send a replacement item, if available.
Please note that replacements are subject to the terms and conditions outlined in our Returns and Exchanges Policy, excluding special orders or one-of-a-kind items.

5. **Communication:**
- We value open communication with our customers and strive to address any concerns or issues promptly. If you encounter any problems with your order related to lost packages or damaged boxes, please reach out to our customer service team at info@elegantelementsbykelly.com.

By placing an order with Elegant Elements By Kelly, you acknowledge and agree to abide by the terms of this Lost Packages or Damaged Boxes Policy.

updated 5/2024