FAQs
Site & Account
I'm having issues accessing elgajewelry.com, what should I do?
If you're having any issues, drop us a note at info@elgajewelry.com and we'll get in touch to help you out.
How can I subscribe to newsletters from ELGA Jewelry?
Easy! You can sign up for our newsletters here.
I want to unsubscribe from your emails, how do I do this?
Open one of your emails from Elegance Jewels and scroll down until you can see the ‘Unsubscribe’ link. Follow this link to our site where you can confirm your unsubscribe preferences.
What does ELGA Jewelry do with the data I provide?
At ELGA Jewelry, we appreciate the trust you place in us when you choose to browse our site or create an account with us, and we take this responsibility seriously. You can read our privacy policy here.
How do I create a ELGA Jewelry account?
You can create a ELGA Jewelry account here.
I’m having trouble accessing my account, or I’ve locked myself out, what should I do?
Let us know by emailing us at info@Elgajewelry.com. We aim to respond to all emails within 48 hours.
I’ve forgotten my password, what should I do?
To reset your password, visit the Login page here and click “forgot password”. You’ll then be emailed a reset link.
Orders
Holiday Closures
Our warehouse will be closed on Thursday 23rd November 2023 in observation of thanks giving, all orders that were placed after 2pm EST on Wednesday 22nd November 2023 will not be processed until Friday 24th November 2023.
Can I get my order gift wrapped?
We currently do not offer any gift wrapping, gift notes or gift receipt services.
How can I track my order?
When your order is fulfilled you will receive a "Shipping Confirmation" email to let you know that it has been dispatched with a tracking link included.
Why has my order been cancelled?
Your order may have been cancelled for a number of reasons including, but not limited to, payment or missing delivery information. If your order (or part of your order) is cancelled, the appropriate amount of money will be refunded to you. Refunds are completed within 14 days, but this may vary depending on your bank provider.
Discount Codes
Discount codes can only be applied to orders when entered at the checkout stage, they can not be applied to an order after it has been placed.
Can I cancel or amend my order?
Unfortunately we are unable to amend orders once they have been placed. Once you pay for your order, it may not be possible to change the order before it is dispatched. Please contact our Customer Care team as soon as possible by calling +1 (226) 961-4762 (find opening hours here). Whilst we will always attempt to cancel your order for you and prevent dispatch of the products, this may not be possible due to the speed with which orders are processed. If our Customer Care team is unable to cancel your order, you can return your order using the free returns label provided.
Our Jewelry
How do I measure my ring size?
We know it is not always easy to get the perfect size and so we've put together a ring size guide to help you find the perfect fit, all from the comfort of your home. There you can download and print our digital ring sizer to measure your finger, or find the size of an existing ring. Remember, returns are always free, so you can shop risk free.
Collapsible row
What is the difference between laboratory-grown diamonds and natural diamonds?
Lab-grown diamonds are diamonds that were grown by scientists in a lab. They share the same chemical makeup as natural diamonds, and are optically identical.
The biggest differences between natural and lab-created diamonds are how they’re made, and how rare they are. We have lots of information for you to discover about our lab-grown diamond quality and how they're made.
Do ELGA diamonds come with certification or a guarantee?
At ELGA Jewelry, our commitment to uncompromising quality ensures that our solitaires meet rigorous standards, comes with IGI individual certificates.
Explore our tech spec to delve into the excellence maintained across all our lab-grown diamonds. For stones surpassing 0.2 carats, each bears the discreet yet significant laser inscription of the ELGA Jewelry logo an invisible mark to Necked eye, symbolizing our unwavering promise of quality.
What are your Terms and Conditions on Engagement Rings?
Engagement rings that have been engraved, resized, or altered in any manner cannot be returned and will be considered nonrefundable. Specifically:
All pink and blue styles, along with white styles in sizes 7.5 - 9, are made to order, entailing an additional 2 - 3 week processing window before shipping.
Solitaire Rings:
It is advisable to purchase this ring in your final size or exchange it for the correct size if necessary.
If resizing is desired, it is recommended to adjust up or down by a maximum of 1 size.
Any alterations by a third party will void the The ELGA warranty and render the piece ineligible for returns.
Halo Rings:
Purchase this ring in your final size or exchange it for the correct size if needed.
If resizing is preferred, limit the adjustment to a maximum of 1/2 size.
Third-party alterations will void the ELGA warranty, making the piece ineligible for returns.
How do I find out someone else's ring size?
We've put together a ring size guide to help you find the perfect fit - even if you're shopping for a gift for someone else. Download and print our digital ring sizer to find the right size, and remember, returns are always free, so you can shop risk free.
I’d like to stock ELGA Jewelry, who should I contact?
If you're a retail partner interested in working with us, you can submit your information on our Partners page here.
I’m a blogger or from an affiliate network and I'd like to work together, who should I contact?
We’d love to chat! Please contact us at info@elgajewelry.com
I’ve got a media/press inquiry, who should I contact?
We’d love to chat! Please contact us at info@elgajewelry.com
Product Care
Store
Store your lab-grown diamond jewelry separately to avoid any scratches or surface damage.
Wear
Avoid wearing your jewelry while exercising, swimming, playing sports or doing household chores. Remove your jewelry for lasting wear.
Clean
Clean your lab-grown diamond regularly with a soft, dry cloth. For a deeper clean, soak your jewelry in a bowl with a small amount of mild, diluted dish soap. Give it a gentle polish with a soft-bristle baby toothbrush and rinse. Pat dry with a lint-free cloth.
Care
Keep your jewelry away from lotions, perfumes and hand sanitizers because they can affect the metal. Always put your jewelry on after makeup, hairspray, lotion or perfume.
Shipping
Holiday delivery?
Standard Secure Fedex delivery (delivered within 5 - 7 business days) is free for all orders. We also offer Secure Express 3-5 Fedex delivery, (order before 2pm EST Monday - Thursday) at a cost of 25 USD
How long will it take until I receive my items?
We always aim to deliver your order between 3-5 working days after we have confirmed your order depending on what delivery method you choose (standard or express). Note that delivery times are estimates and that deliveries could take somewhat longer during peak season (such as Christmas). We do not dispatch on weekends or bank holidays. To be able to receive your order with our express alternative you need to place your order before 2pm on weekdays (Monday - Friday). Orders placed on weekends (Saturday & Sunday) are processed the next working day (with exceptions for bank holidays). Sometimes during busy campaigns (such as sale) we might make the express delivery unavailable.
How much is delivery?
Standard Secure Fedex delivery (delivered within 5 - 7 business days) is free for all orders. We also offer Secure Express 3-5 Fedex delivery, (order before 2pm EST Monday - Thursday) at a cost of 25 CAD
Where do you deliver?
We ship to all 50 states & Washington, DC. Unfortunately, we do not ship to U.S. P.O. Boxes; U.S. territories; and APO/FPO/DPO addresses.
We also ship to All over around the Canada to all Provinces.
How do I choose a different delivery address?
Within the checkout process. Here you can specify your shipping address and separate billing address.
Can I track my order?
When your order is shipped from our warehouse, we will send you an email to confirm that it's on its way. From there it should be delivered within the timescale we advertise. Orders are traceable from when they are shipped, you can check its progress in the delivery confirmation email.
I've got the shipping notification but can not track my order?
Tracking information for standard delivery can sometimes take up to 24 hours to be available. Try again after 24 hours from when you have received your order confirmation. If you still can't see your tracking information please contact us.
What happens if I’m not at home when you deliver my order?
If you are not home when our courier attempts delivery, or if the parcel doesn’t fit through the letter box, they will leave a note telling you where you can collect your parcel. Your parcel will be held there for 18 calendar days.
I am missing an item on my order
Goods are subject to availability. As there is a delay between the time when the order is placed and the time when the order is accepted, the stock position relating to particular item(s) may change.
If an item in your order is missing, check your emails to see if we have sent you information about an item which is out of stock. If out of stocks occur, we will send you an email to inform you about this. If this happens, no payment of these goods is taken. The delivery note will state which items are in this part of your order. Please check the delivery notes from each part of your order to make sure you are not missing anything. If something is missing and you have questions about this, please reach out to us.
Do you practice part delivery?
The ELGA Jewelry does not apply partial deliveries. An item that is sold out will be canceled from your order and will be credited from the total amount and shredded from your order. If this happens we will send you an email that inform you about this.
Returns & Exchanges
Holiday returns?
Orders placed between Nov 1st 2023 - Dec 31st 2023 will have an extended 60 days return window from the date your package was delivered.
How do I return my order?
What is your return policy?
To be eligible for a refund or exchange:
All items must have their product tags intact, be in their original condition and returned inside their packaging.
All items must be returned to us from the same country to which they were delivered.
- Jewelry sets must be returned together, unworn and in their original packaging. We are unable to accept returns of individual items within the set.
- Loose stones must arrive in their original condition and must not have been previously set.
- Travel Pouch If a full order is returned then the jewelry pouch must also be returned or its retail value will be deducted from any refund.
All returns and exchanges must be authorized by ELGA. We will only accept returns that are returned using the prepaid USPS shipping label that we send to you at the time you request a return.
We reserve the right to reject any returns that do not meet these conditions; in the case that such items are returned, we will return these items to you.
Defective or faulty items should be returned inside their original packaging where possible and within 90 days from date of delivery.
What is your Sale return policy?
Items included in our Sale(s) or marked with a % off have been heavily discounted and are only eligible for returns within 14 days of the date your package was delivered.
How long do I have to wait for my refund?
Once we receive your return, please allow 8 - 15 business days for our warehouse to process your return and then 5 - 10 business days for your bank to process the refund to your account. We’ll send you a confirmation email once our team has processed your return, so you’ll know your refund is on the way.
Can I exchange my order?
Canadian and US customers are able to make exchanges via our returns portal here. For international customers we currently do not offer exchanges.