FAQ
Do You Ship To My Country?
Yes, we ship worldwide and we offer free shipping worldwide.
Do You Offer Free Shipping Worldwide?
Yes! We are shipping free of charge worldwide.
Outside Europe duties and taxes are levied by Customs in the destination country and the receiver is responsible for paying them.
What Is The Delivery Timeline?
Due to the high volume of shipments at this time, shipping couriers are unable to guarantee estimated delivery dates. Be sure to keep an eye on your tracking number to follow its journey!
Thank you for your understanding!
What Payment Methods Do You Accept?
Apple Pay, Google Pay, iDEAL, PayPal, credit and debit cards.
What Is Your Return Policy?
100% Satisfaction Guarantee. For us, it’s all about making you happy. We take pride in creating unique handcrafted high-quality jewellery pieces, and we want to make sure you’re taken care of.
However, if you are not completely satisfied with your purchase for any reason, you may return it to us within 15 days of receiving your order, for a full refund, store credit, or an exchange.
How Is Refund Processed?
Upon receiving your returned item at our warehouse, it will take up to 10-15 business days for the returns team to process and send you a return confirmation email.
Please note ELZO cannot issue a refund to a method of payment that is different from the one used to place the order.
How Does Discount Code Work?
Enter the discount code by using the Have a discount code? button found in your cart! A limit of one (1) discount may be applied to each order. If a second discount code is applied, our system will automatically select the better deal, and the other discount will not be applied. ELZO has the right to hold and or cancel orders that use more than one discount code.
Kindly note that ELZO gift cards are excluded from all discounts.
How To Take Care Of My Jewellery?
Our jewellery is handcrafted using the finest, ethically sourced materials and designed for everyday wear. We put a lot of consideration into the materials we use. Our pieces are made to withstand real life, and with proper care, you will enjoy your jewellery daily.
Always remove your jewellery before exercising or showering. Apply perfumes, creams, and hair care products before wearing your jewellery. Use a dry cloth and buff gently to clean your jewellery. Safely store your jewellery in a cool, dry place or a jewellery box. We recommend storing each item separately to avoid scratching and or tangling.
How Do I Find My Order Number?
Simply log in at elzo.eu and select “My Orders” in the drop-down menu under your name. There, you can find your order number! If you haven’t created an account, no worries! You can create one anytime with the same email address used to place the order.
Also note that with every order, we send an order confirmation email, which is sent to the same email used to make the purchase. Be sure to check all inboxes as it can make its way to junk/spam folder!
Gift Order
If you’ve been sent a gift, a gift receipt with the order number should’ve been included. Still can’t find it? Send us an email at order@elzo.eu with the gifter’s name!
Can I Change My Address?
Feel free to reach out to us within an hour of placing your order and we will try our best to accommodate the change before the order is processed.
Kindly note that as our team works hard to get your order dispatched as quickly as possible, we are unable to guarantee the change.
Can I Cancel My Order?
Kindly note that as our team works hard to get your order dispatched as quickly as possible, we may not be able to cancel your order upon request.
If you’ve changed your mind and would like to cancel your jewellery order we ask that you notify us within 24 hours so we can alert our jeweller. Past 24 hours, we are not able to cancel the order. In this case, we will provide return labels to send the jewellery order back to us for a refund.
How Can I Track My Order?
Log into your ELZO account at any time and select “My Orders” to review your order status. Once your order is packed and ready to ship, you’ll receive a tracking number via email so you can keep an eye on its activity while it makes its way to you.
Can I Have My Order Gift-wrapped?
Each piece is beautifully placed in our gift box. During checkout, make sure to indicate which piece is a gift and we’ll make sure to include a gift receipt.
Our gift notes are printed with your special message. It will be printed exactly how it is entered, so make sure there are no errors and no emojis are used! We want to make unboxing special for everyone, even when it’s a gift for yourself!
Do You Offer Gift Cards?
Absolutely! We offer digital gift cards (which will be emailed directly to the recipient) and select your preferred value. Our gift cards are non-refundable.
ELZO gift cards are only valid if purchased on elzo.eu ELZO cannot honor or re-issue gift cards credit that is purchased from third-party sources.
Keep in mind that discount codes cannot be applied to our gift cards. ELZO reserves the right to cancel the order at any time should any of these policies are overridden.
How Do I Redeem My Gift Card?
Enter the code by clicking “Apply a gift card” during checkout.
The value of your gift card will be automatically deducted from the order. Should a balance be owed, you can use a Apple Pay, Google Pay, iDEAL, PayPal, credit and debit cards. Kindly note that you can only use (1) one gift card per transaction.
You can check your balance in your ELZO profile. If you haven’t created one yet, go ahead and create one now. Sign in and select “Gift Card” in your profile then enter the card number. Your remaining balance will be shown there.