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FAQs

How long will it take to receive a purchase?
Once your order is placed, it can take 12-14 days for our artisans to create your piece. If you need your order urgently, please reach out to our Customer Care team at info@elsojewellery.com.au and we will do our best to get it to you in time.

Can I change my details once an order has been placed?
We are able to make changes to your order details if it has not been dispatched yet. Please email our Customer Care team on info@elsojewellery.com.au.

Do you accept Afterpay?
Yes we do.

What methods of payment do you accept?
We accept VISA, Mastercard, Amex, PayPal and Afterpay.

How much does shipping cost?
All Australian orders receive complementary shipping. Delivery to international addresses will incur a cost between $15 to $40 depending on your country.

How long does it take for my order to arrive?
Once dispatched, domestic orders will arrive within 1-2 days for Metropolitan Areas and 2-5 days for Regional Areas. For international delivery, DHL usually delivers within 2-5 days.

Do you ship to PO Boxes?
Yes we do.

What happens if I am not home to accept the delivery?
Your delivery will be taken to your nearest post office.

Do I need to sign for delivery?
All deliveries require a signature.

Is jewellery made to order?
Yes.

Where are your items made?
Our items are made in Melbourne.

What materials do you use in your jewellery?
We use 9 carat gold and sterling silver.

Are your items solid gold?
Yes they are.

What is your returns policy?
Elso Jewellery offer refunds or a store credit within 14 days of receipt. Please note for hygiene reasons we cannot accept returns of earrings. Our full returns policy is available to read here (https://www.elsojewellery.com.au/pages/returns-exchanges)

How do I request a return?
To lodge your return online you will need the original order number and email address used for the order. Please contact our Customer Care team at info@elsojewellery.com.au We’ll validate your request and advise of the next steps to arrange the return.

Can you fix my item if it breaks?
We will repair manufacturing faults of jewellery at no cost within 6 months of the purchase date. Any repairs after this date are at the cost of the buyer.
We ask that you contact our Customer Care Team at info@elsojewellery.com.au to organise for your item to be sent back to us. We will have our team assess it and advise the necessary actions and fee for the repair.

How much will a repair cost?
The cost of a repair is dependent on the type of damage evident upon assessment of the piece.
If you would like an estimate, please email a photo of the issue to info@elsojewellery.com.au and our Customer Care team will be in touch.

How do I clean my item?
We recommend regularly cleaning your piece with the polish cloth you received in your order.

Does your jewellery come with a warranty?
Each piece will come with a 6 month warranty, we will cover any repairs at no cost for manufacturing faults.


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