Frequently Asked Questions
How can I contact you?
If you have any questions about your order or our products, you can reach our customer service team by:
Email: elmjewelrystudio@gmail.com
Message: 1 (613) 814-9838
What is your return policy?
We have a 30-day return policy. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase. Please note that returns will need to be sent to a Canadian address. If you would like to start a return, please contact us at elm.jewelry.studio@gmail.com.
What should I do if my item is damaged or defective?
If you receive a defective or damaged item, or if you receive the wrong item, please inspect your order upon reception and contact us immediately. We will evaluate the issue and make it right.
Do you offer exchanges?
The fastest way to get the item you want is to return the item you have and make a separate purchase for the new item.
What is your shipping fee?
We offer a standard shipping fee of $9.90 CAD for all orders. However, we also offer free shipping for orders over $75 CAD, which is available worldwide.
How long does it take to process and ship an order?
Orders are typically processed within 3 business days after ordering. For custom orders, please allow an additional 5-7 business days for processing. After processing, shipping times are as follows:
- CA & US Orders: 3-10 business days
- International Orders: 7-15 business days
What happens if I don't receive my order?
If you don't receive your order, please contact us via email for assistance in checking the status of your parcel. If the package is lost in the mail, we will send a replacement at no extra cost. If you do not wish to wait for a replacement, a full refund will be issued.
Can I return personalized or custom items?
Unfortunately, we cannot accept returns for personalized or custom items. Please get in touch if you have any questions or concerns about your specific item.
How can I contact your customer service team?
If you have any questions about your order or our products, please don't hesitate to reach out to our customer service team. You can contact us via email at elmjewelrystudio@gmail.com.Â
What is your return policy?
We have a 30-day return policy. This means that you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase. To start a return, please contact us at elm.jewelry.studio@gmail.com. Please note that returns will need to be sent to a Canadian address.
What should I do if my item is damaged or defective?
If you receive a defective or damaged item, please inspect it upon reception and contact us immediately. We will evaluate the issue and make it right.
Can I return personalized or custom items?
Unfortunately, we cannot accept returns for personalized or custom items. These items are made specifically for you and cannot be resold.
What is your shipping fee?
Our standard shipping fee is $9.90 CAD. However, we offer free shipping worldwide for orders over $75 CAD.
How long does it take to process an order?
Orders are typically processed within 3 business days after ordering. For custom orders, please allow an additional 5-7 business days for processing.
How long does shipping take?
For orders within Canada and the US, shipping usually takes 3-10 business days after processing. International orders may take 7-15 business days after processing. Please note that local customs may require additional documents and time, which could further delay delivery.
What happens if I don't receive my order?
If you don't receive your order, please contact us via email for assistance in checking the status of your parcel. If the package is lost in the mail, we will send a replacement at no extra cost. If you prefer not to wait for a replacement, a full refund will be issued.
Do you ship internationally?
Yes, we offer international shipping. However, please be aware that delivery times may vary depending on the destination country and any customs requirements.