Question 1

How long does it take my order to process before being dispatched?

Accepted Answer

We strive to process your orders as quickly as possible! Orders are typically processed and dispatched on the same day or the next business day after your purchase is completed. Once your order is shipped, you will receive a confirmation email with tracking details.Please note that orders placed on weekends or holidays will be processed on the next business day.

Question 2

How long does shipping and delivery take after being dispatched?

Accepted Answer

Shipping and delivery times begin once your order has been processed and dispatched from our workshop. Transit times will vary depending on your destination and the shipping method you select.For detailed information about the shipping times of our providers, please visit our dedicated Shipping Policy page

Question 3

Do you ship worldwide?

Accepted Answer

Yes, we do ship internationally. The shipping fee may vary depending on your location.

Question 4

Why can’t I track my order?

Accepted Answer

If you’re having trouble tracking your order, it could be due to a few common reasons:Tracking Information Not Yet Available: Tracking details may not appear immediately. Please allow 24-48 hours after receiving your shipping confirmation email for the carrier’s tracking system to update.Incorrect Tracking Number: Double-check that you’ve entered the correct tracking number. It’s easy to mistype, so verifying this can help resolve the issue.System Delays: Sometimes there may be delays in the shipping carrier’s tracking system. This is outside of our control, but the information should update shortly.If you’ve waited 48 hours and still cannot track your order, feel free to reach out to our customer support team for further assistance. We’re here to help!

Question 5

How do I update the billing information on my order?

Accepted Answer

To update your billing information, you may log in to your account and change your information from the Account Settings page. If you do not have an account, please contact our care team for assistance.

Question 6

Order is marked delivered but not here.

Accepted Answer

If your order is marked as delivered but you haven't received it, please check around your delivery location and with neighbors. Here are some measures you can take to location your package:1. Double-Check Your Delivery Address: Confirm that the delivery address you provided is correct. Even small discrepancies can lead to delivery delays.2. Check with Neighbors or Building Management: Carriers sometimes leave packages with neighbors or at a front desk/reception area if they believe it’s a safe location. It's a good idea to ask around to see if anyone has received your package on your behalf.3. Wait a Little Longer: In some cases, the tracking status may show as "delivered" before the package actually arrives. It might be worth waiting a couple of days to see if the package turns up.4. Contact the Carrier: If you still can't locate your package after taking these steps, we recommend contacting the shipping carrier directly. For USPS shipments, you can submit a missing mail search request here: USPS Missing Mail Search.Taking these proactive measures can help you track down your order and resolve any potential delivery issues.

Question 7

What do I do if I receive the wrong item in my order?

Accepted Answer

We apologize for any inconvenience caused by receiving the wrong item. To resolve this, please:Take a PhotoCapture a clear photo of the incorrect item.Share the photo with our care team within 7 days of delivery, and we’ll help determine the best course of action.We’ll work quickly to make it right. Thank you for your understanding!

Question 8

What should I do if an item is missing from my order?

Accepted Answer

We're sorry to hear that you're experiencing issues with your order. Please check your confirmation emails to ensure all items were included in your shipment. If an item is missing, please contact our care team immediately so we can resolve the issue.Please note- Custom-made to order pieces are made to order by hand and typically take up to 6 - 9 business days upon confirming to complete. Ready to ship jewelry is premade and ships next business day. Typically if you’ve ordered both Ready to Ship and Custom-made jewelry in the same cart, you’ll receive the Ready to ship jewelry first and the custom-made jewelry is shipped once completed.

Question 9

What can I do if my item doesn't fit or isn't true to size?

Accepted Answer

We apologize for the inconvenience. If the item you purchased does not fit, please contact our care team for assistance. For necklace and bracelets- we ask that you take a photo of the piece laid out from end to end with a reference next to a ruler to determine the best course of action.﻿

Question 10

What should I do if my order/product is damaged?

Accepted Answer

We sincerely apologize for any inconvenience caused by receiving a damaged product. Here’s how to proceed:Check Our WarrantyIf your item was damaged after the delivery period, please refer to our 90-day warranty policy to see if your item is covered.Take a PhotoPlease take a clear photo of the damaged item.Contact Our Care TeamShare the photo with our customer care team within 7 days of delivery, and we’ll determine the best course of action to resolve the issue. Thank you for your understanding!

Question 11

What is your Warranty Policy?

Accepted Answer

We believe in the quality of our products and want you to feel completely confident in your purchase. Our warranty is designed to ensure your satisfaction and resolve any issues you may encounter.Warranty CoverageU.S. Customers: We offer a 90-day warranty from the date of delivery on all items.International Customers: A 90-day warranty applies to custom-made items from the date of delivery.What Our Warranty Covers:Item defects (e.g., broken chains, clasps, or other issues)Material issues like gold fading or silver tarnishingIncorrect product specifications or deviation from imagesDamage during shippingWhat’s Not Covered:Normal wear and tearAccidents or misuseUnauthorized repairsLoss or theftItems noted as final sale (i.e, mystery box items, last chance items, etc)Solutions We Offer:Free Replacement or Remake: For eligible items, we'll either replace or remake your item.Store Credit: If you'd prefer, we can offer store credit for a future purchaseHow to Use Your Warranty:Contact Us: Reach out to our care team with details and, if possible, a picture of the issue.We’ll Review: We’ll assess the situation and determine the best solution for you.Resolution: Depending on your preference, we’ll arrange a replacement, remake, store credit, or discuss other options.We’re here to make sure you love your Caitlyn Minimalist piece. Let us know how we can assist you!

Question 12

What is your return/exchange policy?

Accepted Answer

We gladly accept returns for new and unworn items within 7 days of your delivery date. You can choose between Store Credit or an Exchange. For custom-made jewelry, we offer reworking options, although a small fee may apply. Please note, items marked as "Final Sale" in the product description are not eligible for return.International Shipments: Returns are generally not accepted for international orders. However, your satisfaction is our priority. If you have any concerns, please reach out to our Care Team for assistance.Return Conditions: Returned items must be in pristine condition, in their original packaging, and sent with tracking from a carrier of your choice. Be sure to contact us for prior confirmation before sending your return, as returns sent without confirmation may be refused.Please note that we are generally unable to provide reimbursement unless there was an error on our part. All of our jewelry is crafted with high-quality materials and designed to last. If you have any questions or concerns, feel free to contact our care team—we’re here to help!

Question 13

How do I initiate a return/exchange?

Accepted Answer

To initiate a return or exchange, please contact our customer care team. In your email, be sure to include:The name of the jewelry pieceThe reason for your return or exchange requestBefore proceeding, we kindly ask that you review our return policy to ensure your item is eligible and within the return window. Once your return request is confirmed, we will provide detailed instructions for completing the process.Please note that returns sent without prior confirmation may be refused, so it's important to contact us first to ensure a smooth process. We're here to assist and make the return or exchange as easy as possible!

Question 14

I received the right product but in the wrong size/style/color.

Accepted Answer

We sincerely apologize for any inconvenience caused by receiving the wrong size, style, or color of your item. To help us resolve this issue quickly, please follow these steps:Take a Photo: Kindly take a clear photo of the item you received.Contact Our Care Team: Share the photo with our customer care team within 7 days of delivery so we can determine the best solution.For necklace and bracelet sizing concerns, please take a photo of the item laid out from end to end with a ruler or other reference for length. This helps us assess the issue and find the best resolution for you.

Question 15

How can I make changes to my order?

Accepted Answer

Once an order is placed, we begin processing it quickly to ensure timely delivery. However, if your order hasn’t shipped yet, we’ll do our best to accommodate changes. Please reach out to our care team as soon as possible, and we’ll be happy to assist!

Question 16

How do I purchase a gift card?

Accepted Answer

Gift cards can be purchased directly from our website. Visit our gift card page, choose the amount, and complete the purchase. The gift card will be directly emailed to you or to the specified recipient.

Question 17

Where do I get promo codes/discounts?

Accepted Answer

To get promo and discount codes, make sure to subscribe to our newsletter, check our homepage, and follow us on social media to get the latest deals.

Question 18

What should I do if I was charged for an order but it was not fulfilled?

Accepted Answer

We understand how frustrating this situation can be. Here’s what to do if you've been charged for an order that hasn’t been fulfilled:Check Your Order StatusLog into your account on our website and review your order history. If your order is marked as “Unfulfilled,” “Pending,” or “Processing,” it may still be in progress. Be sure to check our processing times for further details.Confirm Your PaymentVerify that the payment went through successfully. Sometimes, a charge may appear as "pending" on your bank or credit card statement and then disappear if the order wasn’t completed.Contact Our Care TeamIf your order remains unfulfilled and you’ve been charged, reach out to our care team at care@elardijewelry.com. Please provide your order number and any relevant details so we can investigate and resolve the issue promptly.To avoid this in the future, always look for an order confirmation email after placing your order. This will include your order details and, once shipped, your tracking number. If you have any concerns, we’re here to help!

Question 19

What happens if my order issue involves a mistaken or double charge?

Accepted Answer

If you notice multiple charges for a single purchase or any discrepancies in your order, please contact our care team with your order number and evidence of the charges. We will review the transaction and work towards a resolution. If you’ve been charged multiple times, provide all relevant details so we can investigate further.It’s important to note that what might appear as double charge could actually be a standard authorization hold. A standard authorization hold is often placed on your card before the payment is fully processed. Once the payment is completed, it may appear on your bank statement alongside the authorization hold. This hold is a common banking practice to verify available funds and is not an actual charge. Typically, the hold will be removed from your statement within a couple of business days.

Question 20

What should I do if I receive a gift order but don't know who sent it?

Accepted Answer

If you receive an item as a gift and the sender is not clear, we can check our records for you. Please provide us with the delivery address or any other possible identifying information. Once we locate the order, we can share with you the name associated with the purchase so you can properly thank the sender.

Question 21

I forgot to add a promo code but already made a purchase.

Accepted Answer

If you forgot to apply a promo code at checkout, please contact our care team with the code name as soon as possible. Depending on the status of your order, our team may be able to apply the promo code for you.

Question 22

What is your cancellation policy?

Accepted Answer

Orders can be requested to cancel within 12 hours. After this period, we are not be able to cancel your order as it might already be in processing or shipment.

Question 23

How do I get a refund?

Accepted Answer

We typically do not provide refunds unless the fault is ours. Please contact our care team with your request and any important details to help with your inquiry.

Question 24

Do your rings run true to size?

Accepted Answer

Yes, our rings are designed to fit true to U.S. sizing standards. However, please keep in mind that thicker band rings may feel tighter. This is because they cover more surface area on your finger, which can make them feel snugger compared to thinner bands, even when both are the same size. If you find yourself between sizes or prefer a looser fit, we recommend sizing up for thicker bands to ensure maximum comfort.

Question 25

What is your materials and care guide?

Accepted Answer

All of our pieces are created with high quality 925 sterling silver. Our gold products are created with a thick layer of real 18K gold over our 925 sterling silver base. We don’t use any nickel or lead in our silver base, so our jewelry is safe for sensitive skin. For the best care, we recommend taking your jewelry off when you’re about to come in contact with water (showering, swimming, washing hands, etc). When you are not wearing your jewelry, we recommend storing your jewelry in airtight storage, like a jewelry case. If you do come across any issue or concern with your jewelry, we are always happy to help with any situation!

Question 26

My order is missing a personalization. What do I do?

Accepted Answer

If you’re not sure what personalization is missing, we encourage you to visit the product pages linked in your order confirmation we sent to your email, for inspiration and guidance on the type of personalization needed for your item. If you need assistance on how to gather the personalization details, our team is eager to assist you.

Question 27

Can You Gift Wrap My Order or Leave a Gift Note?

Accepted Answer

Each piece of jewelry is individually packaged in an elegant white gift box, ready for gifting! Inside each box, you’ll find care instructions and a polishing cloth bag to ensure your jewelry stays beautiful.While we do not offer additional gift-wrapping services, our packaging is designed to make a stunning impression—perfect for any occasion.You can also leave a personal touch by adding a gift note! Simply include your message in the "Note to Seller" section when placing your order, and we will handwrite it on a lovely card stock to include with your gift.If you have any other special requests, feel free to contact us and we’ll do our best to accommodate!

Question 28

I’m having trouble logging in.

Accepted Answer

If you're having trouble logging into your account, please try resetting your password using the 'Forgot Password' link on the login page. If you still experience issues, contact our care team for help.

Question 29

I forgot my password.

Accepted Answer

To reset your password, please click “Forgot password” on the Account login page

Question 30

How do I change my default address?

Accepted Answer

You can change your default address from your Account settings.If you need to change your shipping address for a current order, please contact our care team.

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