FAQ

Our team works hard to get your order dispatched as quickly as possible, and so we’re unable to guarantee any cancellation requests or changes to your order. Please reach out to our Customer Experience Team and we will do our best to support you.

For monogrammed and engraved pieces, once the order is placed, we are not able to cancel or update the order.

If your order is not processed by the estimated shipping date, our Customer Happiness team will contact you with an update within 24-48 hours (keep an eye on your inbox!). Keeping you informed is a top priority for us, and we appreciate your patience. As always, feel free to reach out to us via Live Chat, email (service@elurae.com).

We have a 7-day return policy, which means you have 7 calendar days to request a return starting from when you receive the item.

To be eligible for a return, your item must be in the same condition as you received it and in its original product packaging. You’ll also need the receipt or proof of purchase.

Please contact us at service@elurae.com to start a return. We will provide you the return address by this customer service email. However, you shall be responsible for shipping expenses. Once we receive the item and approve the return, a refund will be returned to your original payment method.

Please be advised that you should always first request a return by contacting us before sending to-be-returned items back to us.

You can always contact us for any return questions at service@elurae.com.

Please see the return guidelines listed below to see if purchased items are eligible for a return. We offer free 30-day returns for all customers. Shipping fees are non-refundable. Please note that a return shipping fee of $20 is charged for returns shipped from the EU and $30 for all other countries. These return shipping fees are deducted from the refund amount. The return window starts from the day the shipment is delivered/picked up.

To qualify for a return:

• Items must be in their original condition without signs of wear or damage
• Items returned by mail must be in all original packaging (tags, box, and pouch included)
• No individual item of a set can be returned for refund, store credit and/or size exchange, and must be returned as a complete set.

• Engraved and monogrammed products
• Earrings used to pierce during a piercing appointment
• Gift cards
• Jewelry Care Kit

We have a 7-day return policy, which means you have 7 calendar days to request a return starting from when you receive the item.

To be eligible for a return, your item must be in the same condition as you received it and in its original product packaging. You’ll also need the receipt or proof of purchase.

Please contact us at service@elurae.com to start a return. We will provide you the return address by this customer service email. However, you shall be responsible for shipping expenses. Once we receive the item and approve the return, a refund will be returned to your original payment method.

Please be advised that you should always first request a return by contacting us before sending to-be-returned items back to us.

You can always contact us for any return questions at service@elurae.com.

Please note your original shipping fee is not refundable and will be deducted from the refundable amount. Orders outside of Germany, Australia, Canada, UK, and US may have duties and taxes incurred. You are responsible for paying these fees and we’re unable to waive or refund them, even if the order is returned back to us.

We offer 30-day exchanges for all customers.

If you wish to exchange one bought item for another one, you can place a new order for that one once your return request is accepted, such that you can get your new item with the least amount of time.

We will notify you when we have received and inspected your return, and let you know if your refund was approved or not. If yes, your refund will be automatically returned to your original payment method. Please be aware that it may take some time for your bank or credit card company to process and post the refund.

Please ensure to send back the correct and complete item(s) for your return. Due to logistics and customs restrictions, ELURAE cannot reship or store non-ELURAE items mistakenly sent as returns.

Under our warranty, we’ve got your back. This means that for 1 year from the date of purchase, we’ll take care of your product if any damage to the material or the workmanship of the jewelry occurs.

We work with top manufacturers to create handcrafted, responsibly sourced pieces that are made to last. We’re confident in the quality of our product hence the 1-year coverage. This also means that the warranty does not cover lost items, scratches that come with normal wear and tear (like a bent ring or broken chain), improper use or storage of your product, and any modification to your product done by a third party outside of Elurae.

Important
1. We do not recommend having our products worked on by outside jewellers as this voids any potential for refund or replacement (should a defect develop due to their work). This includes resizing or any type of repair work.
2. Please note that in order for us to continue improving, we may require any defective piece to be sent back to us for inspection and quality auditing.
3. Promotional products may be excluded from our warranty policy.

How to Wear

• The more intentional you are about caring for your jewelry, the longer it will last.
• Remove your jewelry before doing any activity that risks physical damage.
• As a general care tip, your jewelry should be the last thing you put on before going out and the first thing you remove upon coming home.

• When not being worn, store in a safe, dry place to protect against the elements of daily exposure.
• Store pieces separately to avoid damage.
• Ensure pieces are completely dry before storing.
• Certain metals, like vermeil and sterling silver, can be prone to tarnishing. We recommend using the jewelry pouch we provide for storage, as it is lined with anti-tarnish microsuede fabric, making care and cleaning more convenient.

• Proactive maintenance is the easiest way to care for your jewelry.
• Regularly cleaning your pieces helps to avoid the residue buildup that can dull the original shine.
• To clean with the polishing cloth, gently buff the entire piece until any discoloration or marks are no longer visible.
• To clean with the jewelry care kit, spray the liquid onto the jewelry. Use the brush to remove dirt from finer areas and chains. Dry with a soft, clean cloth and then polish with the cloth provided.
• Ensure pieces are completely dry before storing.

To keep your piece looking its best, gently rub the surface with the polishing cloth. Always wash your hands after use to ensure the cleaning agent is removed.

It is normal to see dark residue on the cloth, it’s a sign that it is working correctly! The cloth contains a small amount of cleaning agent which will hold on to any dirt, oil & residues that are removed from the surface of the item being polished. Never wash the polishing cloth as it will lose its effectiveness. Keep out of reach of children.

• Natural Stone：Crafted from natural stones, our jewelry showcases the unique colors and textures of genuine gemstones, offering a one-of-a-kind touch of elegance and authenticity.
• 18k Gold Plated Stainless Steel：Our products feature a thick layer of 18k gold on stainless steel, offering a sleek, modern look with superior corrosion resistance and comfortable, durable wear.
• Zircon：We achieve precise cutting, elevating its luster to ensure a more dazzling shine, making every piece sparkle with unrivaled brilliance.
• 18k Gold Plated Brass：Our products styles are made with 18k solid gold carefully layered on top of brass. You get the look & feel of gold jewelry at a fraction of the price.
• 925 Silver Posts：Our earrings feature 925 silver posts, which are both durable and hypoallergenic, making them a comfortable and safe choice.
• Gold Vermeil：Not to be confused with regular gold plating, our vermeil is a thick layer of 18k solid gold on 925 sterling silver meaning it will last longer. You get the look & feel of gold jewelry at a fraction of the price.
• Freshwater Pearl：We carefully select cultured pearls from oysters and freshwater mussels for our pieces. Pearls are sensitive in nature, so be sure to treat them with love.
• Simulated Pearl：We carefully select the highest quality simulated pearls for our pieces. They closely mimic natural pearls with excellent luster and durability. Please treat them with care.
• Crystal：Our Crystal features exceptional clarity and brilliant shine. Precisely cut to enhance its luster, each piece sparkles with unparalleled brilliance.

While we can never be certain of your size without having physically measured your finger or trying on one of our rings in store, we do have a few handy tricks that may help you determine either your ring size or the ring size of a loved one!

If you already have a ring with the perfect fit, whether it was gifted or an heirloom piece, grab a ruler and measure the internal diameter. Then, cross-reference with our sizing chart here.