FAQ
When Will My Order Be Processed?
We process orders Monday through Friday. Orders are typically processed within 3 business days from the date they are placed and shipped the next business day after processing. Please note that deliveries are not made on weekends.
How Long Will It Take to Receive My Order?
After placing your order, please allow 1–3 business days for processing. Delivery typically takes 7–12 business days, depending on your location in the United States.
What Is Your Return Policy?
You can return your order within 30 days of receiving it — no explanation required. Items must be unused, unwashed, and in resellable condition with original tags attached. Please note we do not accept returns on giveaway items or items purchased during special promotions or clearance sales. Shipping fees are non-refundable.
Who Covers Return Shipping Costs?
Return shipping costs are the customer’s responsibility and may vary depending on the carrier and the country you are returning from. Since our fulfillment centers are located in China, returns must be shipped back to China. Please contact our support team to request the return address.
How Long Does a Product Exchange Take?
If you request an exchange when submitting your return, we start processing it immediately. Most exchanges are completed within a few business days.
What If the Product I Want to Exchange Is Out of Stock?
If the item requested for exchange is unavailable, please contact our customer support team. We will inform you of future restocks or help you choose an alternative solution.
Where Can I Find My Order Number to Register a Return?
Your order number is included in the confirmation email you received after placing your order. It is a five-digit code. If you cannot locate it, our support team will be happy to assist you.
What If My Product Arrives Damaged or Defective?
If you received a damaged or defective item, we’ll take care of it right away. Please email us at info@eliana-jewelry.com with a photo of the issue, and our support team will contact you as soon as possible to resolve it.
Can I Return My Order After the Return Period Has Expired?
Returns must be submitted within the 30-day return window. If you miss the deadline, contact us and we’ll review possible solutions such as an exchange or store credit. Please reach out to support for more details.
How Long Does It Take to Process a Refund?
We aim to process returns as quickly as possible. Once your return is received at our warehouse, refunds are issued within 10 business days. Please note that depending on your bank, it may take up to 3 additional days for the refund to appear in your account.
My Order Arrived Incomplete — What Should I Do?
Some orders may ship in separate packages due to weight, availability, or supplier logistics. If you ordered multiple items, they may arrive separately. Don’t worry — the remaining items are on the way and typically arrive within 1–3 business days after the first shipment.