Frequently asked questions
DO I HAVE TO PAY CUSTOMS CHARGES ON MY ORDER?
Elloris is unable to advise what customs charges may be applied to international shipments. Any customs charges are applied at the discretion of the carrier and local laws and all customs charges will be payable by the customer and will not be covered by Elloris. For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.
HOW TO PLACE MY ORDER
Find the jewel you desire. Necklaces have all the info you might need in the description box. Same with earrings. Should you have a wish for customization feel free to contact us using the Make An Inquiry button. Finding the desired bracelet is the first step. You need to understand that in wrist size drop menu you choose your wrist circumference. To do it correctly you need to see our Size Guide. If after measuring your wrist there is no option to choose on the drop menu then just select custom order and write down your wrist size.
HOW DO I KNOW YOU HAVE RECEIVED MY ORDER?
Once you’ve placed you order, you will be directed to an order confirmation message which will contain your order number. This information will also be emailed to you; this can take up to 30 minutes to arrive in your inbox. Once we have processed your order, you will receive a second email to let you know that your order is on its way to you.
WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?
We’re sorry to hear that you’ve received an incorrect or faulty item. Please send us a message with your order number, the name/product code of the item you were supposed to receive and any further details.
WHAT IF AN ORDERED ITEM IS WRONG SIZE?
If you have received an incorrectly sized item, we will happily send you the correct size (subject to availability). Please contact us and we will arrange this for you. In the event that your return is not caused by the company’s fault, you will be charged with the cost of returning goods. Before you order make sure you read the Size Guide (there is one in each product page after the description).Also important you understand that the size options available is the wrist measurements, not bracelets size. Follow given instructions to avoid mistakes on your order.
CAN I EXCHANGE AN ITEM?
You can return your item to us if this was defective or if you received the wrong item. For the best service, we advise that within 24 hours from receipt, you inform us on your wish to return the item. Please return your item(s) to us following the method below:
- Re-pack the item in its original packaging or in a secure package.
- Return the package by using the Post Office counters and obtain proof of postage from the Post Office. Please do not post the package through the post box without obtaining a certificate of posting.
- Keep your certificate of postage safe as you will need this as your proof of return.
CAN I CANCEL MY ORDER?
To make sure you receive your items ASAP, we start processing your order as soon as we receive it. This means that once your order has been placed, you will be unable to cancel it.
DO YOU HAVE A SIZE GUIDE?
We sure do! Check out in each product page.
DO YOU HAVE CARE INSTRUCTIONS?
We sure do! Check our Care Guide