FAQ

📖 FAQ – Frequently Asked Questions
📦 Shipping & Delivery

Which countries do you ship to?
We currently ship to the United Kingdom and most European countries. If your country is not available at checkout, please contact us at suporte@ellyora.com for assistance.

How long does delivery take?
Delivery times may vary depending on your location:

United Kingdom: 4–10 business days

Rest of Europe: 4–10 business days

Do you offer free shipping?
Yes. We provide free shipping on all products, regardless of the order value.

Can I track my order?
Yes. Once your order is dispatched, you will receive a tracking number via email to follow your delivery in real time.

Can I schedule delivery?
At this time, scheduled delivery is not available. Orders are handled by postal services and courier partners according to standard delivery times.

💳 Payments

Which payment methods do you accept?
We accept major debit and credit cards (Visa, MasterCard, American Express), as well as PayPal.

Do you accept EUR?
Yes. All payments are processed in Euro (€). If your card or bank account is in another currency, the conversion will be handled automatically by your payment provider.

Do the prices include taxes?
Yes. All prices include applicable VAT according to EU regulations.

💍 Products & Quality

What materials are the jewelry made from?
Designed from recycled 925 sterling silver, and also available in an 18ct gold-plated finish, our jewelry reflects a conscious approach to contemporary design. The use of recycled materials reinforces our commitment to responsible jewelry.

Are the pieces hypoallergenic?
Yes. Our jewelry is nickel-free and safe for sensitive skin.

How should I take care of my jewelry?
Follow these simple steps to preserve the lasting brilliance of your jewelry:

Polish with care: Use a silver polishing cloth to restore and enhance its natural shine.

Store safely: Keep your pieces in a zip-lock bag or jewelry case to maintain their luster and protect gold plating from fading.

Wear mindfully: Avoid contact with harsh chemicals, and remove your jewelry before showering or swimming to ensure it stays radiant over time.

Do the pieces come with a warranty?
Yes. All jewelry is covered by a 1-month warranty against manufacturing defects.

🔄 Returns & Exchanges

What is your return policy?
You may request a return within 14 days of receiving your order, in line with EU consumer rights.

Do you accept exchanges?
No. For hygiene and quality reasons, we do not accept product exchanges. Only returns are available under our policy.

Who covers the return shipping costs?
If the return is due to a manufacturing defect or an error in your order, we will cover the costs. Otherwise, the customer is responsible for return shipping.

How long does it take to receive a refund?
Once we receive and inspect the returned item, your refund will be processed within 7 business days through the original payment method.

👩💻 Customer Support

How can I contact you?
You can reach us at suporte@ellyora.com or through the contact form on our website.

What are your customer service hours?
Our team is available from Monday to Friday, 9:00 AM – 6:00 PM (EU time).

Do you offer support in multiple languages?
Currently, our customer support is available exclusively in English.

🔒 Security & Privacy

Is my payment information secure?
Yes. All transactions are protected with SSL encryption, and we only use secure, trusted payment providers.

Do you share my personal information with third parties?
No. Your personal data is used only for processing your order and will never be shared with third parties without your consent.