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 info@elrojewellery.com.au and we can let you know when this item is expected to be restocked.

I'D LIKE TO SEND MY ORDER AS A GIFT, DO YOU OFFER GIFT WRAPPING?
We absolutely do. All you have to do is select to have your order gift wrapping. View our gift wrapping here.

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.

DO YOU SHIP INTERNATIONALLY? 
Yes, we ship internationally with Australia Post. Please be aware that some international shipments may be eligible for additional custom fees and taxes. Any additional charge will be the buyer’s responsibility. Please view our shipping information here.

HOW LONG WILL MY ORDER TAKE TO ARRIVE?
All orders are packed and sent same day or next business day, unless otherwise advised.

Approximate delivery times are:
Australia Post Standard Shipping 3-5 business days
Australia Post Express Shipping 1-3 business days
Australia Post International Standard Shipping up to 12 business days

These delivery times are estimates only and do not include processing times.

WHAT SHOULD I DO IF MY JEWELLERY NEEDS REPAIRING?
As all items are different they will be treated on a case by case basis. Please contact us via the form below with further details and we can look into this for you. Please note some repairs over 30 days old may incur a cost.

WHAT IS YOUR RETURN POLICY?
Due to hygiene reasons we do not refund or exchange earrings.

~ Eligible for refund if returned within 14 days of purchase
~ Refund will be credited to the original payment method
~ Items must be returned undamaged, unused and with all original packaging to be eligible for a refund
~ Items on sale are not eligible for refund
~ Shipping and handling charges are at the expense of the customer and are non-refundable

All international customs and duties charges are at the expense of the customer and are non-refundable. EL&RO JEWELLERY is not liable for any customs charges on order returned for unpaid customs.

Please note that all refunds can take up to 10 working days to show in your account due to varying processing times between payment providers.

CAN I EXCHANGE MY ITEM?
Exchanges are accepted under the following conditions:

~ The item was not a sale item
~ I received my order in bad condition
~ I got my size wrong and I’d like to change sizes
~ The product is not what I expected and I’d like to exchange it for another

Due to hygiene reasons we do not refund or exchange earrings.

All products up for an exchange need to be in perfect condition and with no evident signs of being worn, or else we will not be able to proceed with an exchange. It is your responsibility to return the item in the original packaging to ensure the items arrive back at our office in perfect condition. 

In order to organise a refund or exchange, please contact us via the form below.