1. CONTACTS

How can I contact Ellius Jewelry?
For inquiries regarding our e-Shop www.ellius.com you can use one of the following methods of contact:
– You can send an email at any time to support@ellius.com
– Call the phone number +39 0575 984977 or contact us via the Live Chat on the website, from Monday to Friday from 09:00 to 18:00.
If the request concerns a jewel purchased in an Ellius store or at a dealer, please contact the business directly.
You can find the contact of your Ellius dealer here, in our Store Locator.

2. ORDER

What happens exactly after placing an order?
After placing an order you will receive a confirmation email from the address sales@ellius.com, with the order number, the personal data, the summary of the products purchased and the costs incurred.

Do I receive an invoice for my order?
The invoice is always available and printable, after order processing, in the “My orders” section of the “My account” space and contains all the information you provided during the purchase process. After the invoice has been issued, it will not be possible to make any changes to the data indicated in the same.

Can I change or cancel my order?
After placing an order and receiving confirmation emails, it is no longer possible to change or cancel your order.
You can always use the right of withdrawal within 14 days from the date of delivery. For more information click here.

How can I check the shipping status of my order?
Once sent you will automatically receive an email containing all the information you need to track down your order, including the direct link to the carrier’s portal for immediate verification of delivery status.

I bought more items in the same order, how will they be shipped?
The purchased assets in a single order will be sent with a single shipment but each product with its own packaging.

3. PAYMENTS

What payment methods are accepted on the Ellius.com e-Shop?
The payment methods available on our site are:
– PayPal
– Bank transfer
– Carta Si (XPay), Visa, Mastercard, Maestro
All sales prices of the products displayed and indicated on the www.ellius.com website are expressed in euros and include VAT and any other tax.
You can view the shipping costs and any additional charges, if any, during the purchase process, before placing the order or in the order summary.

Is my payment secure?
All communications relating to payments will take place on a special line protected by an encryption system. We guarantee the conservation of this information with an adequate level of security and in compliance with the provisions of the current regulations on the protection of personal data.

4. SHIPMENTS

How long will the delivery of my order take place?
In Italy delivery is guaranteed in 24/48 working hours; in Europe in 1-5 working days; in the non-European countries the times vary from 3 to 7 working days depending on the destination.
In the case of customized products, on normal days for the preparation of the order, the time necessary for the production of the object must be added, which can vary from 15 to 20 working days.
The delivery will be by courier in charge and the goods will travel with appropriate insurance coverage.
Delivery times, methods and shipping costs are however indicated and highlighted here.

What are the shipping costs?
Shipping costs vary depending on the country of destination:
– Italy delivery in 24/48 hours at a cost of € 8 (free shipping for orders over € 75);
– Europe delivery in 1-5 working days at a cost of € 20;
– Non-European countries delivery within 3-7 working days, rates vary according to the country and can be consulted at check-out (customs fees charged to the customer);
Regarding the deliveries requested in countries outside the European Union, any import customs charges will be at your charge. Customs duties and any taxes vary according to the country of destination and are applied upon arrival of the goods in the same country. We therefore invite you to contact the customs authorities in advance, to check the costs and any import restrictions.

5. RETURNS

What are the methods for returning an item?
In accordance with the legal provisions in force, you have the right to withdraw from the purchase, without any penalty and without specifying the reason, within 14 days from the date of receipt of the product and to obtain a full refund (initial shipments included).
Should you decide to return an item, please contact us at the following address: support@ellius.com
The shipping costs for the return are at your expense.
After receiving the goods we will refund the amount charged, provided that the items are rendered unused and intact.
In the case of tailor-made or customized items, you can not exercise the right of withdrawal, unless the object contains imperfections caused by our responsibility.

How can I return an item?
Returning an object is really simple:
– Send an e-mail to support@ellius.com indicating the desire to initiate a return procedure
– Connect to the www.ellius.com site
– Enter the “My account” using Login and Password
– Download and fill out the Return Form, available in the “My Account / Return Form” box
– Make sure all the jewels are in the condition in which you received them
– Store the goods in the original packaging enclosing the Return Form
– Send to the following address:

To the attention of  ELLIUS
Loren Jewelry S.r.l.
Via Luigi Galvani 34
52100 Arezzo – Italy
Reason: Return

The shipping costs for returning the products are at your expense.

Can I return an item purchased in the e-Shop in an Ellius shop or reseller or vice versa?
You can not return a product purchased in the Ellius.com e-Shop to an authorized dealer. Furthermore, it is not possible to return a product purchased in one of the Ellius sales outlets to the online shop.

What are the times to receive a refund?
Once received your package, and after having evaluated the integrity, we will proceed to the refund sending you a confirmation email from the address support@ellius.com
We will refund the amount of the products subject to withdrawal within a maximum period of 14 days and following the reimbursement method you have communicated in the Return Form.

6. WARRANTY AND REPAIRS

Are Ellius jewels covered by warranty?
All our jewels are covered by a warranty valid for two years from the date of purchase of the object.
In case of receipt of non-conforming or defective products, you are entitled to the restoration without charge, by repair or replacement, of the product itself. You can exercise this right if the defect is manifested within the period of two years from delivery of the goods and denounce the defect within two months of discovery.
The wear due to the use, improper use and oxidation of the goods are not covered by the guarantee.
We will repair or replace the defective item by taking the least expensive route within 30 days from the date of receipt of the defective item.
If the repair or replacement of the item in question is impossible or excessively expensive for us, and the purchased item is no longer in production, we will refund the amount you spend through a purchase voucher.

7. JEWEL CAR

How can I take care of my jewel?
If worn with care, an Ellius jewel does not require that rare extraordinary maintenance, in fact all our jewels are designed and built to last. Normal daily use, contact with atmospheric agents and skin pH can however contribute to reducing the brightness, in this case we recommend using specific products specifically designed and used in jewelry for cleaning, available online or in dedicated stores.

8. MEASURE

How can I tell if the size of the jewel I want to buy is correct?
To help you choose the perfect Ellius jewel size for you, we’ve created a Measurement Guide, discover it here.

9. CUSTOM

Do you create personalized jewelry with engravings?
For the moment we do not make jewelery with engravings.

Can I order a ring with custom size?
Yes, it is always possible to order a ring with customized size. To do so, go to the product page of the jewel you choose, from the “MEASURE” drop-down menu choose the “CUSTOMIZED” voice, at this point a box will appear in which you can indicate the desired size. The cost for the realization of a customized measure provides for a supplement of 5 euros (VAT included) to be added to the final price.
To know the shipping times of a customized product you will have to add to the normal delivery times, the time required for the production of the item that can vary from 15 to 20 working days.

10. GIFT PAC

Is it possible to have gift packs for my purchases?
For the moment, we do not make gift packs. Each piece of jewelery is however packaged and shipped with care in personalized packaging accompanied by a certificate of guarantee and authenticity.