FAQs

HOW CAN I REDEEM MY FIRST ORDER DISCOUNT CODE?
When you sign up to EL&RO Jewellery's newsletter you'll receive a discount code for your first purchase. The discount code will be sent to you via email (reminder to check your junk/spam folder). Please note that the code cannot be used in conjunction with any other offer. Apply the discount code at checkout.

THE ITEM I WANT IS OUT OF STOCK
If the item you are wanting is out of stock, please join the waitlist on the specific product page and we will email you when there is a restock. Alternatively, please feel free to send an email to support@elrojewellery.com.au and we can let you know when this item is expected to be restocked.

WHERE IS MY ORDER? 
You will receive an email confirmation email your tracking number as soon as your order is dispatched. You will be able to track your order online. If you are having issues with tracking please contact our customer care via the form below.

I PRE-ORDERED AN ITEM, WHAT NEXT?
Please check the product page for the estimated shipping dates. If an in-stock item was purchased with a pre-order item, the whole order will ship once the pre-order item/s come into stock.

HOW LONG WILL MY ORDER TAKE TO ARRIVE?
Our team takes 1–2 business days to process all orders. Once dispatched, estimated delivery times are:
Standard Shipping 3-5 business days
Express Shipping 1-3 business days
International Standard Shipping up to 14 business days

These delivery times are estimates only.

WHAT SHOULD I DO IF MY JEWELLERY NEEDS REPAIRING?
All repair requests are treated on a case-by-case basis. Please email support@elrojewellery.com.au with details of your item, including photos.

  • Ensure your item is returned in all original packaging
  • Repairs on items over 30 days old may incur a cost

WHAT IS YOUR RETURN POLICY?
Refunds are available for all full-priced items, excluding earrings and ear cuffs.
Items purchased using a discount code or during a sitewide sale are eligible for exchange or store credit.

Returns can only be accepted if:

  • You request a return within 14 days after receiving your purchase
  • Items are undamaged and unused
  • The item is returned with all original packaging

We do not accept returns of:

  • Earrings and ear cuffs due to hygiene reasons (unless faulty)
  • Gift cards, final sale items and sample products
  • Made-to-order products (unless faulty)

Would you like to exchange your purchase?
Items are eligible for exchange if you lodge a request within 14 days after receiving your purchase. 

All items returned for exchange must be in new condition with no signs of wear, tear or damage, and must be returned in their original packaging to ensure safe transit. Exchanges will not be processed if items do not meet these requirements.

We do not accept exchanges for:

  • Earrings and ear cuffs due to hygiene reasons (unless faulty)
  • Gift cards, final sale items and sample products
  • Made-to-order products (unless faulty)

Shipping and handling charges are the customer’s responsibility.

International customs and duties are also the customer’s responsibility, and EL&RO JEWELLERY is not liable for any charges on returned items.

Refunds may take up to 10 working days to appear in your account due to varying processing times between payment providers.

In order to organise a refund or exchange, please contact support@elrojewellery.com.au

DO YOU SHIP INTERNATIONALLY? 
Yes, we ship internationally with Australia Post, and shipping is calculated at checkout. Please be aware that some international shipments may require additional custom fees and taxes. Any additional charge will be the buyer’s responsibility.

We do not currently ship to the USA, UK or Canada.


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