FAQs

1.
What are my shipping options?
Shipping information can be found on this page: https://elaeternaljewels.com/policies/shipping-policy
1.
What are my shipping options?
Shipping information can be found on this page: https://elaeternaljewels.com/policies/shipping-policy
2.
Do you ship outside of the U.S.? 
Yes, we ship internationally to most countries. More information can be found on this page: https://elaeternaljewels.com/policies/shipping-policy
2.
Do you ship outside of the U.S.? 
Yes, we ship internationally to most countries. More information can be found on this page: https://elaeternaljewels.com/policies/shipping-policy
3.
How can I track my order?
You will find a tracking number and link in the order confirmation email you received. If you are having trouble finding it, please email us at customercare@elaeternaljewels.com and we can help!
3.
How can I track my order?
You will find a tracking number and link in the order confirmation email you received. If you are having trouble finding it, please email us at customercare@elaeternaljewels.com and we can help!
4.
How long will it take to get my jewelry?
Depending on whether you chose Economy, Standard or Express shipping the number of days it will take to receive your order will differ. Your order confirmation email includes a tracking link for you to stay up to date on your order. Please refer to the following page to see how long your order will take once shipped: https://elaeternaljewels.com/policies/shipping-policy
4.
How long will it take to get my jewelry?
Depending on whether you chose Economy, Standard or Express shipping the number of days it will take to receive your order will differ. Your order confirmation email includes a tracking link for you to stay up to date on your order. Please refer to the following page to see how long your order will take once shipped: https://elaeternaljewels.com/policies/shipping-policy
5.
What do I do if I think my order is lost?
All packages are covered under shipping insurance. You can refer to your order confirmation email that includes a link that helps you track the status of your package. If you are still having issues verifying the location of your package, please email us at customercare@elaeternaljewels.com and we can help.
5.
What do I do if I think my order is lost?
All packages are covered under shipping insurance. You can refer to your order confirmation email that includes a link that helps you track the status of your package. If you are still having issues verifying the location of your package, please email us at customercare@elaeternaljewels.com and we can help.
6.
What if I need to cancel or change my order?
If the order hasn’t shipped yet, we can try to accommodate this request. Please email us at customercare@elaeternaljewels.com and we’ll see what we can do!
6.
What if I need to cancel or change my order?
If the order hasn’t shipped yet, we can try to accommodate this request. Please email us at customercare@elaeternaljewels.com and we’ll see what we can do!
7.
What is Ela’s return policy?
Our return policy can be found here https://elaeternaljewels.com/policies/refund-policy Custom jewelry cannot be returned.
7.
What is Ela’s return policy?
Our return policy can be found here https://elaeternaljewels.com/policies/refund-policy Custom jewelry cannot be returned.
8.
How do I start a return?
This page includes the steps to follow to initiate a return request https://elaeternaljewels.com/policies/refund-policy
8.
How do I start a return?
This page includes the steps to follow to initiate a return request https://elaeternaljewels.com/policies/refund-policy
9.
When will I receive the refund on my return?
It may take a few days to get the refund back in your account, depending on the method of payment used. More information can be found in our return policy here https://elaeternaljewels.com/policies/refund-policy
9.
When will I receive the refund on my return?
It may take a few days to get the refund back in your account, depending on the method of payment used. More information can be found in our return policy here https://elaeternaljewels.com/policies/refund-policy
10.
Do you offer ‘buy now pay later’ or financing options?
Yes, if you’re eligible to use Shop Pay Installments, then you can pay for an order over time in installments. Please choose “Shop Pay” at checkout.
10.
Do you offer ‘buy now pay later’ or financing options?
Yes, if you’re eligible to use Shop Pay Installments, then you can pay for an order over time in installments. Please choose “Shop Pay” at checkout.
11.
Does Ela have any physical store locations?
No, we are an online only business.
11.
Does Ela have any physical store locations?
No, we are an online only business.
12.
Are all your pieces made with solid gold?
Yes, all our pieces are made with 18k solid gold. More information about the materials used in our jewelry can be found here: https://elaeternaljewels.com/pages/about-the-jewelry
12.
Are all your pieces made with solid gold?
Yes, all our pieces are made with 18k solid gold. More information about the materials used in our jewelry can be found here: https://elaeternaljewels.com/pages/about-the-jewelry
13.
I don't know my ring size. How do I know which size to buy?
Please refer to the size chart on the specific product page, to see how you should measure your ring size before purchasing.
13.
I don't know my ring size. How do I know which size to buy?
Please refer to the size chart on the specific product page, to see how you should measure your ring size before purchasing.
14.
How to wear and care for my Ela jewelry?
Solid gold jewelry is designed to last a lifetime and won’t tarnish, even with daily wear. To clean your Ela pieces, use mild soapy water and a soft-bristle brush, or a polishing cloth to restore shine. For activities that may cause physical strain, we recommend removing your jewelry.
14.
How to wear and care for my Ela jewelry?
Solid gold jewelry is designed to last a lifetime and won’t tarnish, even with daily wear. To clean your Ela pieces, use mild soapy water and a soft-bristle brush, or a polishing cloth to restore shine. For activities that may cause physical strain, we recommend removing your jewelry.
15.
One of my pieces is damaged, can it be repaired?
Currently, we do not offer repair services. Please take it to your local jeweler for any damage. We are happy to provide any guidance possible if any pieces are damaged. Please email us at customercare@elaeternaljewels.com and we’ll see what we can do!
15.
One of my pieces is damaged, can it be repaired?
Currently, we do not offer repair services. Please take it to your local jeweler for any damage. We are happy to provide any guidance possible if any pieces are damaged. Please email us at customercare@elaeternaljewels.com and we’ll see what we can do!
16.
Do you make custom jewelry?
Depending on your request, we might be able to make minor customizations to the pieces in our collection (i.e. ring size requests, bracelet length requests etc.). Let us know what you have in mind by sending us an email at customercare@elaeternaljewels.com and we’ll see what we can do.
16.
Do you make custom jewelry?
Depending on your request, we might be able to make minor customizations to the pieces in our collection (i.e. ring size requests, bracelet length requests etc.). Let us know what you have in mind by sending us an email at customercare@elaeternaljewels.com and we’ll see what we can do.