FREQUENTLY ASKED QUESTIONS
HOW CAN I REDEEM MY 10% MAILING LIST DISCOUNT CODE?
When you sign up to EL&RO Jewellery's mailing list you will receive a 10% discount code for your first purchase. The discount code will be sent to you via email. Please note that the code does not apply to sale items and excludes some collections. Apply the discount code at checkout to receive 10% off your purchase.
THE ITEM I WANT IS OUT OF STOCK
If the item you are wanting is out of stock, please put your email into the 'Notify me when this item is back in stock' box and we will email you when there is a restock. Alternatively, please feel free to send an email to firstname.lastname@example.org 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 wrapped at checkout and write a quick note for the card in the allocated box. 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 certainly do. We offer free standard shipping on all international orders over $300.00AUD. 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 packaged and sent same day or next business day, unless advised otherwise.
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 estimated delivery times are shipping only and does not include processing times.
If you require international express shipping please contact us for a quote via the form below.
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 health 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:
✧ 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
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.