FAQs

ORDERS

Can I cancel my order?

If you wish to cancel your order, you must inform us within 24 hours of your purchase by clicking "Contact Us" section, and filling out the form and selecting "MODIFICATION/CANCELLATION OF ORDER" in the subject line.

We will reply with the status of your shipment; if your order has not yet shipped, we will cancel the order without any issues via a simple refund.

Can I modify my order?

If you notice that the item or the size ordered is not correct, contact us within 24 hours of your purchase.  Go to the "Contact Us" section, and fill out the form with "MODIFY ARTICLE / SIZE" as your subject. We will reply with the status of your shipment, if it has not yet shipped, we will confirm via email and then send you your new desired item.

If the shipment has already occurred, then we will need to proceed with a return of the product and a consequent refund. You can always place a new order with the desired item.

I entered the wrong address on my order, can I change it?

To change the address, you must contact us within 24 hours of your purchase. Go to the "Contact Us" section, fill out the form with "CHANGE ADDRESS" as the subject. We will reply with the status of your shipment, if your order has not shipped yet, we will change the address without any issues.

If your order has already been shipped, you will need to contact the courier to arrange a change of destination.

How much is shipping and where can I track my order?

Our shipping is free! Read more in the Shipping Policy section. After the order confirmation, we will send you an email with the tracking code in order to track the shipment.

Where can I enter a coupon code?

You can enter a promotional code at the time of purchase. Once you reach the checkout section, the discount code must be entered in the space provided.

Remember to click "Apply" to be able to automatically view the discounted amount in your cart.

How long will it take to receive my order?

For information on shipping times, please visit the Shipping Policy section.

Returns

Is it possible to exchange an article?

Yes, it is possible to exchange an item! However we only accept even exchanged, meaning,  the price of the item you want is the same price of the product you have previously purchased. To start an exchange, let us know within 72 hours of receiving your order.

Go to the "Contact Us" section, fill out a form with "CHANGE ITEM" as the subject, and indicate the item you want to receive in exchange. We will reply by sending the appropriate return label via email followed by instruction on how to contact the courier. 

Once we receive the item you want to exchange and perform a thorough quality check, then we will send you the new item!

Is it possible to return an item and receive a refund?

Yes, it is possible to return an item free of charge within 14 days upon receiving your order, for all Silver plated jewelry. We do not accept returns on 18K Solid Gold Jewelry, as each piece is made to order and it's one-of-a-kind. For more information, see the Refund Policy section.

Product & Care

How do I know what ring size I am?

Follow our Size Guide and find your perfect size here.

What if I bought the wrong size?

We have a 14 days return policy, to find more information to go out Refund Policy.

What is gold plated jewelry?

A traditional technique developed in the 19th century, gold plating was invented by Italian Scientist Luigi Brugnatelli, coating silver with a layer of real gold by means of a direct electric current. With this technique he developed a new way of enhancing the beauty of gold.

We use 925 silver with a particularly thick plating of 3 microns of 18 karat yellow gold. Meaning we use sterling silver dipped in 75% real gold to create a thick plating designed to last overtime.

Can my silver plated jewelry be re-plated?

Yes, we offer Free Gold re-plating on request. Simply fill out a form in our "Contact Us" section and select "Jewelry Re-plating" as the subject.

Do you offer care & repair?

We offer repairs on every Eloise piece. Simply fill out a form in our "Contact Us" section and select "Eloise Repair" as the subject. Specify what piece you have and a summary of what you need repaired, we'll take care of the rest. 
We also provide a professional deep cleaning service after sale. Go to the "Contact Us" section, select "Eloise deep cleaning" as the subject, then fill the form specifying all details of your jewelry piece.

Do you offer gift wrapping?

Each piece comes in our Signature Velvet Case, 100% Handmade in Italy, which is encased by another Eloise bio-degradable box. We can add a bow, free of charge for that extra special touch, just add this request in your order notes.

Does the jewelry come with a warranty?

Yes, we offer a 3 year warranty. The invoice will act as your warranty document stating all the information about the product you purchased. For 18k Solid Gold jewelry we offer lifetime warranty. For more information visit the section Extended Warranty.

I lost an earring, can I buy a single earring?

Unfortunately, no, unless it's for single earrings. However we welcome you to mix and match your earrings for a unique look.

Can I order a custom piece?

We do not produce custom pieces, however we offer making each piece in solid 18k gold, available directly in each product sheet.

Do you offer sizes other than what's offered on the website?

Yes we do. We offer custom sizes upon request. Place your custom ring size order by filling out our "Contact Us" section form choosing "Custom ring size" as a subject. Please indicate what model and size you want, and if there are any stones in the piece.

Can the color of natural precious and colored gemstones vary from the photo on the website?

The colors of natural precious and colored gemstones can vary slightly, depending on their origin. These color variations make them unique and are proof of their natural origin, unlike artificial ones.