Help & FAQs
Is it safe to purchase online from ellajewels.com?
Yes!, we have created a shopping experience for you to buy Jewellery with complete peace of mind. With double security gateway for payment and convenient cash on delivery option, you don’t have to worry at all!
How to place my order?
Simply click here to watch this short video. It's as easy as 1-2-3!
Do I have to pay for the delivery / shipping?
We offer free delivery for all purchases equivalent to AED 100 or above within UAE and for purchases equivalent to AED 500 or above for International deliveries. Any purchase below the mentioned value will attract shipping charges at actuals. The Shipping charges varies between AED 18 to 20 within UAE and should be paid directly to the courier agent who comes to deliver the product. Please check with us for the shipping charges to International locations at the time of Purchase as it varies between countries.
How can I know the status of my shipment?
You can contact Ella by writing an email to email@example.com or by calling us on +971 4 2298688
When can I receive my purchased Jewellery?
All Items will be shipped on the same day and one may expect to receive the items within three working days and in some rare cases it may take an extra day. This is subject to correct delivery address being provided by the customer.Please note that any order submitted on the website after 4.00 pm UAE time would be considered for processing on the next working day. (We work from Sunday to Thursday, 9.00 am to 6.00 pm excluding UAE public holidays)
What is your return policy?
Items may be returned or exchanged within 7 days of their receipt in case of product defect with a Return Authorization. The customer will need to Call our Customer Service Department on +971 4 2298688 or send an email to firstname.lastname@example.org to collect a ‘Return Reference Number’. Please note that to be eligible for return, items must be in their original purchase condition, including all product documentation, and shipped within 7 days from the day the product was delivered.
Who pays the shipping charges for a product return?
Customer will pay the shipping charges for return or can drop them directly at the return shipping address mentioned on our contact page.
What cannot be returned within 7 days?
Worn, damaged, resized, engraved or altered Jewellery items, may not be returned.
How do I proceed with my return?
1,Call our Customer Service Department on +971 4 2298688 or send an email to email@example.com to collect a ‘return reference number’.
2,Write the ‘return reference number’ on the original invoice and on the packing of the item you are returning.
3. Pack the the product in its original packaging, include any gift / promotional item that would have come free as part of the original purchase.
4. Include the original commercial invoice.
5. Please send it to us to our return shipping address mentioned on our contact us page of this website.
How long will it take to process my merchandise return?
On an average, about 7 business days from the time we received your item.
How can I get the refund for a purchase done by my credit card ?
Refunds on the purchases made with the credit card will only be credited to the same card. Please allow one month billing cycle in order to reflect the refund in your statement.
How can I get the refund for a purchase done by cash on delivery?
Refunds for cash on delivery will be given in the form of vouchers that can be used on your next purchase.