How much are the shipping costs? Shipping costs are 4.99€ within Germany. International shipping within the EU zone is 13.99€. Shipping is free for orders over 60€.
How long does shipping take? Shipping within Germany usually takes between 4-6 business days. International shipping can take 8-10 business days.
Do I always get 10% off every order? You get it once on your first order in our shop. There is no minimum order value. To do so, you must enter the code 10PERCENT in the “Discount code or voucher” field at checkout. The welcome discount can be combined with other promotions.
The order process does not show that I am receiving the 10% discount on my first order. What should I do? Write to us and we will look into the matter. We will, of course, deduct the 10% from your first order manually if necessary.
Can I track my shipment? Yes, you will receive a tracking number by email immediately after completing your order. If this is not the case, please contact us by email at ela-jewelrystore@hotmail.com or via the contact form.
Return
How long do I have to return an order? You have the option to return your order within 14 days of receipt. Please refer to our refund policy here.
Can I exchange my order? Unfortunately, exchanges are not possible. However, you can return the goods you received as normal and place a new order.
What is excluded from exchange/return? We only accept unused and undamaged goods. Personalized goods and gift vouchers are also excluded from return shipping.
My order is defective or incomplete. How do I return it? We sincerely apologize for the inconvenience. If your goods are damaged, defective, or incomplete upon receipt of your order, please notify us immediately before returning them. Otherwise, there is no guarantee that the full purchase price will be refunded.
How long does it take to process a return? Once we have received the return, processing usually takes 10 business days (Monday-Friday). It may also take less time or, depending on promotions, slightly longer. In this case, we will notify you additionally. However, you will be informed immediately as soon as we have received the return.
Orders
I haven't received an order confirmation by email. What should I do? The confirmation may have ended up in your spam folder. We recommend that you check there first. If you still can't find it, please contact us using the contact form or write directly to ela-jewelrystore@hotmail.com.
I accidentally placed an order. Can I still cancel it? You cannot cancel it. However, this is not a problem. Simply write to us using the contact form or send an email directly to ela-jewelrystore@hotmail.com.
I entered the wrong delivery address. Can I still change it after placing the order? Unfortunately, this is not possible. However, we will be happy to do this for you. Leave us a message by email at ela-jewelrystore@hotmail.com or via the contact form and we will process your order immediately.
What happens if I don't pick up my order? In most cases, you have up to a week to pick up your package from the shipping service provider. However, if this is not the case, the package will be returned directly to us by the shipping service. We charge a fee of 15€ for the additional costs incurred by us due to the failure to pick up the package.
Payment
What payment methods are offered? You have the option to pay with PayPal or Klarna—securely, quickly, and easily. If necessary, buy now and pay later in 30 days.
Do you cover customs and import fees? Shipping abroad may incur additional costs. These may vary depending on the country. However, we do not cover customs and import fees. These are to be paid by the recipient. You can find more information here: taxation-customs.ec.europa.eu.
Customer profile
I can't change my email address in my profile settings. What should I do? We'll be happy to do that for you. Send us a message by email to ela-jewelrystore@hotmail.com or via the contact form.
Can I change my delivery address? Yes, you can do that in your profile. To do so, click on the icon in the top right-hand corner of the shop to open your account. Click on your initials in the top right-hand corner again and go to > Profile. You can change your details there.
Products
What material are the jewelry pieces made of and what advantages do they offer? We rely on stainless steel and titanium as our core materials. You can find the advantages and additional care tips here > Care tips & Advantages
