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Help & Support

Help &Faq
Ordering
What is the production time of my order?

Since every item is hand made the preparation time needed is different on each item.Most of our items are made to order, we ask you to allow us 7-10 business days (excluding weekends) before the order is shipped your order. Please see details on individual item. If there is a specific date you need your order by

Questions about your order

Please contact us and email us at info@elyssajewelry.com and we will do our best to accommodate you. if there are any problems with your order. 

Satisfaction of all our customers are very important to us. Please feel free to discuss whatever the question may be and we will try our best to make sure you are happy.

Delivery time

  • Standard Free Shipping: (3-5 Days)  Arrives 3-5 business 
  • FedEx 2 Day Deliver : 2 days 
  • FedEx 2 Day Delivery w/ Signature
  • Fedex Overnight Express Delivery :  1 Day
    CAN I CHANGE or CANCEL MY ORDER?

    Yes, you can edit part of your order and even cancel your order within the first 6 HOURS . If you would like to change or cancel an order please send us e-mail info@elyssajewelry.com. Elyssa Customer Service Team. We will accommodate order changes to the extent possible prior to shipping confirmation. Some changes will result in a shipping delay. We are unable to accommodate changes or cancellations on special order requests and/or orders that have already shipped.

    CAN I CHANGE MY SHIPPING ADRES AFTER PLACING ORDER?

    An address change could be applied any time before your order has shipped. Please contact us directly at info@elyssajewelry.com with your order number in the subject line.

    When will my order reach me?

    Since each piece is made-to-order. Your order will be prepared and shipped generally within 7-10 working days. Some products are produced at a faster production time. Delivery times vary depending on your choice of shipping.

    RESIZING - My ring did not fit. WHAT SHOULD I DO?

    Elyssa Jewelry Inc. will gladly resize your non-engraved or engraved ring one time free of charge within the first 30 calendar days of receipt of your product. If the size of your ring does not fit, you can return it for the size change within the first 15 days. For this, you can visit our return policy We'd be happy to resize any item you purchase from us for free for 1 time. Certain items such as Eternity Rings cannot be resized. Please note that rings can only be resized within the size range offered on the Elyssa Jewelry Inc. website. Custom design rings (special orders that have been designed and/or produced as per customer's personal requirements) are not eligible for free resizing. Resizing process applies only to modify the ring size. Width or thickness of a ring cannot be modified. Please avoid getting your item resized by a third party such as another jeweler or person other than Elyssa Jewelry Inc. as it will void your lifetime warranty. The resizing process takes about 15 business days depending on the product and a resized ring will not be eligible for a refund.

    Length change takes approximately 20 working days. If you have an upcoming special day like a wedding, we recommend that you send your product after your special day.

    Rush order

    We are happy to try to help with your rush orders. We ask you to please contact us before you place your order to make sure we can accommodate your request by your deadline. Rush orders will be subject to a fee for expedited services. To ensure delivery you are required to the fasted shipping method also. There will be NO REFUNDS on rush orders. If there is a specific date you need your order by. Please send us a message or email us at info@elyssajewelry.com and we will do our best to accommodate you.

    Is a signature required when receiving my order?

    Your purchase is likely to be expensive. We ask for signature from our valued customers. We do not want your order lost during shipping. track We highly recommend purchasing insurance and signature required with your high value items for your protection. You will need to choose FedEx 2nd Day with Signature when choosing shipping.  We require signatures for orders above $500. If for any reason you wish to opt out of this option, please email us at info@elyssajewelry.com.

    DO I NEED TO CREATE AN ELYSSA ACCOUNT TO CREATE ORDER?
    • You don't have to have an ELYSSA account to create an order, you can also order as a guest user. By creating an ELYSSA account, you can take advantage of many advantages, you will have the
      opportunity to edit or cancel your order shortly after placing your order. In addition, you can log into your account at any time and see the latest status of your order in your order history.
    WHY I HAVE ORDERED THE PRODUCT WITH LOW PRICE FROM OTHER JEWELERS?
    • ELYSSA offers you online shopping opportunity and does not bear the costs found in many physical stores.
    Do you have a warranty on your jewelry?

    Elyssa jewelry offers a lifetime warranty on all the jewelry we sell. This Lifetime Warranty is limited to repair and/or replacement at RockHer’s discretion. For more information please see the details of our Lifetime Warranty.

    CAN I HAVE MY ORDER TO MAKE A GIFT PACKAGE? CAN I ADD A GIFT NOTE?

    You can specify the gift package and gift note during your order. Every customer is valuable to us. Every order of our valued customers is sent with a special Elyssa gift box.

    Delivery & Shipping
    HOW CAN I FOLLOW MY ORDER?

    You can track where your order is by entering the cargo tracking number sent to your e-mail address registered at Elyssa jewelry and the tracking number via the link of the carrier cargo company. It takes approximately 1-2 days for the free shipping cargo tracking number to be determined in USPS systems. If you are having trouble tracking your order, please email info@elyssajewelry.com; we would love to help you.

    Shipping delivery free At Elyssa Jewelry?

    You do not pay shipping fee for orders you place with USPS Standard shipping.

    Do you ship to PO Boxes?

    Yes we do ship to PO Boxes. However, if your order is above $500 and signature is required, we cannot ship to a PO BOX.

    What are Elyssa shipping delivery options? Shipping process

    We provide a convenient range of secure USA local and international shipping options. You can upgrade your shipping method, please contact our Customer Care Team (send email to info@elyssajewelry.com) Our most popular shipping methods in USA include:

    • Standard Shipping: Free
    • Fedex 2 day Day Delivery
    • Fedex Express Overnight Delivery

    Please note that time frames are stated in business days , Covi1d9 situations and do not include weekends.

    SHIPPING & DELIVERY | PRODUCTION TIMES

    You can choose the shipping method during checkout:Ships from Newyork NY

    Method
    Estimated Delivery
    Standart Free Shipping | USPS First Class Save up
    Arrives 3-5 business days after production
    Standard Shipping | USPS Priority Mail 1-Day Signiture
    Arrives 3-5 business days after production
    Express Shipping | Fedex 2 Day Delivery + (insurance | Signiture)
    Arrives 2 business days delivery after production
    Express Fedex Overnigt Shipping | Delivery + ( insurance | Signiture )
    Arrives 1 business days ( Next Day ) after production
    Worldwide (Including CA & US) - Express Shipping
    Arrives 1 business days ( Next Day ) after production

    • Your Domestic Shipments are sent with USPS and FEDEX.
    • Shipping to a non-US address takes 4-8 business days longer.
    • Due to current COVID 19 situation, you can now change your shipping address up to 48 hours after placing your order.
    • Shipping: US Buyers Need it faster? Try FEDEX Express Shipping

    Please keep in mind that the estimated delivery is impacted by your selected shipping method, and does not account for delays caused by vendors or service and weather disruptions. Most Elyssa jewelry products are personalized and made to order. Some items have longer production days than others. These details can be found on the product pages and throughout the checkout process.


    Return Policy
    New, unworn items can be returned to elyssajewelry.com within 14 days of delivery. Please note that because all our custom personalized items cant be returned and exchanged.

    Address Information

    Please note that it is the customer's responsibility to provide us with a correct and complete shipping address. If your shipping address is different from your billing address, please specify this during checkout. Due to current COVID-19 situation, you can now change your shipping address up to 24-48 hours after placing your order.

    Please contact us before your order shipped

    Shipping Notification

    Once your order has been shipped, you will receive a Shipping Notice email. This e-mail will provide you with the order cargo tracking number, the shipping tracking page link of the carrier cargo company where you can inquire about where your cargo is, your order ID and the date your order is sent so that you can track your product while it reaches you. You can follow the preparation status of your order by logging into your Elyssa account.

    Estimated Shipping

    The estimated Shipping date is based on the selected shipping method.Shipping dates are based on business days and they do not include weekends and holidays. Please note that special orders may have a longer processing and manufacturing time frame. With additional safety precautions around COVID-19 we are fulfilling all orders in a timely manner with 95% of our orders arriving on time. Some deliveries may be delayed and we appreciate your patience during this time.


    PLEASE NOTE:
    We require signatures for orders above $500. States.
    Express shipments require a customer signature upon delivery.

    Even if you live outside of the country, don’t fret! We also provide free international shipping to many countries.
    Each customer is responsible for any customs charges that may be applied to international shipments. Elyssa Jewelry has no control over these charges and is not responsible for any actions taken by customs or delivery services.
    If your order has not arrived within the estimated Shipping time, or you have additional questions regarding Shipping, please Contact our Customer Care Representatives.
    Does Elyssa jewelry ship worldwide?
    • Yes It does. We currently ship all of Europe, Australia, and Canada. For international orders, please allow 2-7 business days after dispatch for your package to arrive. The price for international shipping is calculated at checkout and varies based on your country.
    INTERNATIONAL TAX?
    Costumes and Import taxes

    You may be required to pay VAT/Import fee before your package is delivered. These taxes and duties are not included in your purchase price and are the responsibility of the customer. Any customs and import taxes that may apply is buyer’s responsibility.

    IF MY ORDER IS LOST?
    Lost Packages

    Please contact us immediately at info@elyssajewelry.com if you believe that your package was lost in transit.

    US Domestic orders: if your order is marked as “delivered” and you have not received  within 30 Days of package, we can remake your order with payment of a replacement fee.

    Please note that Elyssa Jewelry is not responsible for lost or stolen items once declared 'Delivered' by the delivery service. Some packages may require signature confirmation, contact your postal service to ensure that they are not holding the package.

    International orders: There is a 45 day requirement to file insurance claims for international orders due to customs checks. Insurance claims are time sensitive. Any claims must be made within 60 days of the original shipment date.

    RETURNS & REFUND
    What is your return policy?

    Processing Time

    Since every item is hand made the preparation time needed is different on each item.Most of our items are made to order, we ask you to allow us 7-10 business days (excluding weekends) before the order is shipped your order. Please see details on individual item. If there is a specific date you need your order by. If you need to meet a certain deadline or need expedited shipping, We may be able to accommodate your request. Please contact us and email us at info@elyssajewelry.com and we will do our best to accommodate you. if there are any problems with your order.

    RETURNS

    We gladly accept according to our returns and exchanges policy. (Please see more details on FAQ. page)

    Take these quick steps in order to return your item:

    If you would like to make a return, please email for a return authorization at info@elyssajewelry.com no refund will be granted without return authorization). Please contact us within: 7 days of delivery and return it in its original condition within 14 days from the day it arrives. Expect your refund within 1 week (credit card companies timelines vary.) . Returns after the 14-day period are only eligible for store credit up to 30 days after the delivery date.  

    For your protection, please pack your returns securely in the original box, return your order with an insured trackable courier & retain your receipt. Elyssa Jewelry Inc. is not responsible for items damaged or lost in transit. Please include a note with purchaser name, address, phone number, email address, invoice number and reason for refund or exchange.

    Please contact us within: 5 days of delivery, and ship items back to us within: 14 days of delivery. Click on the Elyssa warranty terms page for more information.

    The following items can't be returned or exchanged 

    We cannot refund shipping charges on return items. 

    How can I do the refund? 
    • Items sent back to us without first requesting a return will not be accepted. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. You can always contact us for any return exchange or any question at info@elyssajewelry.com.
    How long will it take for my return to be processed?
    Once your return is received and inspected, we will send you an email notifying you that we have received your returned item(s). This email will also confirm that your refund has been issued. Please allow 1-3 days for this process.
    What happens if I'm passed the 14 Day Return/Exchange time frame?
    Returns after the 14-day period are only eligible for store credit up to 30 days after the delivery date.
    What are non-refundable products.?
    • Products that do not meet the Warranty Conditions cannot be returned.
    • Products with size changes for rings cannot be returned.
    • Products that have been written (Engraving) cannot be returned.
    • The product cannot be returned if the original seal is broken.
    • Products without bills, packages and certificates cannot be returned. (The products must be sent back as they were sent to you.)
    • If a person and an outside jewelery shop intervenes in the product, it cannot be returned.
    • Custom or personalized orders
    • Full Eternity Bands
    • Items on Sale
    • Items purchased during Sales Events
    Do I have to pay return shipping?

    Buyers are responsible for return shipping costs. The items must be shipped back in its original condition and packaging. Buyers are responsible for the cost of shipping for both ways (to us and from us) on Exchanges and Resizes

    How should i return order?
    For your protection, please pack your returns securely in the original box, return your order with an insured trackable courier & retain your receipt. Elyssa Jewelry Inc. is not responsible for items damaged or lost in transit. Please include a note with your name, address, phone number, email address, invoice number and reason for refund or exchange.
    Condition of Return!

    Conditions of Return 

    All purchases must be returned in the same condition as you received it. Used / Damaged / Scratched Items are not returnable for a refund. All returns must be sent back with the same packaging as it was received.
    The cost of return shipping is not covered by Elyssa Jewelry Inc and remains the customer's responsibility.
    Once the item is inspected, should charges apply, you will be notified prior to any work being done to process your request. Should you have any questions, feel free to contact our customer service team by e-mail at info@elyssajewelry.com. They will be happy to assist you. Please read the Elyssa Return Refund Policy information carefully before shipping.

    Once we receive your parcel, it can take up to 2-4 business days for us to process your return request. Please note that all returns are subject to inspection by our Quality Assurance team before a return request is processed and additional charges may incur depending on your return instructions. Our Quality Control Team takes a microscopic look and confirms no damage and/or unauthorized repair has occurred. Once the item is inspected, should charges apply, you will be notified prior to any work being done to process your request. A confirmation email of Return Authorization and Refund will be sent to you.

    Shipping and insurance of international returns must be paid by the customer.

    Should you have any questions, feel free to contact our customer service team by e-mail at info@elyssajewelry.com. They will be happy to assist you.

    Please read the all information carefully prior to returning your item for refund, engraving, resizing or repair requests.

    Who pays the return and exchange shipping costs.
    Buyers are responsible for return shipping costs. The items must be shipped back in its original condition and packaging. Buyers are responsible for the cost of shipping for both ways (to us and from us) on Exchanges and Resizes.
    PAYMENT
    Is it safe to place an order on the internet?

    Elyssa Jewelry NY Inc. uses a number of safety precautions to protect your personal information from unauthorized use. We use the Shopify latest security technology, which includes data encryption, server authentication, message integrity, SSL Certificate and Trust wave _ which is like keeping your PayPal and credit card information in a bank vault. We can assure you our site is secure, and we have implemented the most advanced security measures. Our customers’ security and privacy has always been a top priority.

    What methods of payment do you accept?

    We accept multiple payment methods including: Shopify payment,Shop Pay, Apple pay, American express visa maestr credit cards, and debit cards. We are unable to accept payment via cash on delivery or bank transfer. You can select your payment method once you proceed to checkout.

    You can also checkout by using PayPal. When selecting this option at checkout, you will be directed to the PayPal site to 'Log In' and review the amount shown before clicking 'Pay Now'. Once this transaction is complete, you will then return to RockHer.com. We also offer checkout with Amazon Pay. You can pay with saved payment and shipping information from your Amazon account.

    Do you offer financing?

    Elyssa jewelry provides easy & affordable financing through Klarna so you can pay for your purchase over time. Make monthly payments over 3, 6, or 12 months with 0% APR Financing if you qualify. Please see our Affirm Financing page for more details.

    My payment failed.
    Credit card payments fail for the following reasons: insufficient funds; purchase not authorized by the card owner; incorrect account/billing details; or expired credit card. If none of these issues apply, please contact Customer Service Representatives with your order number, name and email address and we will email your invoice to assist in processing your order.

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