Frequently Asked Questions

Cancellation requests should be sent to us as soon as possible after placing an order — orders cannot be cancelled from your account.

Because orders may enter processing shortly after payment is received, we cannot guarantee that every cancellation request can be accommodated. If your order has already entered production, been customized, or been shipped, cancellation may no longer be possible. Contact us with your order number and we will tell you where your order stands.

Contact us as soon as possible with your order number and the change you need. If the order has not yet been processed or shipped, we may be able to update it.

Once an order has shipped, it cannot be changed. In that case the item can usually be returned or exchanged under our 7-day return policy instead.

You will receive an order confirmation email once your payment has been completed. If you have an account, the order will also appear under Orders in your account.

If you did not receive a confirmation email, check your spam folder first, then contact us — we can confirm whether the order reached us.

Yes. You can check out as a guest without creating an account.

Creating an account is optional, but it lets you track orders, view your order history, save addresses, and keep a wishlist.

Yes. Add as many items to your cart as you like and check out once.

Depending on availability and processing requirements, items in the same order may ship together or separately, and you may receive separate tracking information for each package.

We currently ship to the United States and Canada. Available destinations may vary depending on the shipping method and the destination address.

If your location is not available at checkout, contact us and we will tell you whether delivery may be possible.

Orders are generally processed within 1–3 business days. After that, Standard Shipping is estimated at 3–7 business days and Expedited Shipping at 1–3 business days.

Processing time is separate from transit time. For example, an order that takes 2 business days to process and ships by a 3–5 day method arrives in roughly 5–7 business days. Delivery estimates are estimates, not guaranteed dates.

Once your order ships, you will receive a shipping confirmation email containing your tracking information where available. You can also track an order from your account, or from the Track Order page using your order number.

Tracking can take some time to become active after the carrier receives the package, and it may not update every day while in transit.

If your tracking has not updated for an extended period, contact us with your order number and tracking number and we will look into it with the carrier.

Contact us immediately. If the order has not yet been processed or shipped, we may be able to correct the address.

Once an order has shipped we cannot guarantee the address can be changed. If a package is returned to us because of an incorrect or incomplete address, additional shipping charges may apply to resend it.

For orders shipped outside the United States, customs duties, import taxes, brokerage fees, or other charges may be imposed by the destination country.

Unless otherwise stated, these charges are the responsibility of the customer. We do not control customs policies or fees, and customs processing can delay delivery beyond the estimated timeframe.

We accept eligible returns and exchanges within 7 days of the date your order was delivered. The return request must be submitted within that window.

The item must be in its original, unworn, unused condition, and must not have been damaged, altered, resized, engraved, or modified. Original packaging and applicable accessories should be included, and proof of purchase or the original order number must be provided.

Items that do not meet these requirements may be refused or returned to you at your expense.

Email us with your full name, order number, the item(s) you want to return or exchange, the reason, and photographs if the item is damaged or defective.

Wait for return instructions before sending anything back. Do not ship your return to the address printed on your original package unless we specifically tell you to.

Items clearly marked "Sale" at the time of purchase are not eligible for return or exchange unless required by applicable law. Please review the product information carefully before purchasing a final-sale item.

Personalized or customized jewelry, including engraved pieces and items made to your specifications, is generally not eligible for return or exchange due to a change of mind or personal preference.

If a personalized item arrives defective or contains an error caused by us, contact us within 48 hours of delivery so we can review it and find an appropriate resolution.

Contact us within 48 hours of delivery with your order number, a description of the issue, clear photographs of the item, and photographs of the packaging where applicable.

Depending on the circumstances we may offer a replacement, an exchange, a repair, or a full or partial refund. If the issue was caused by an error on our part, we will provide instructions for the return shipment.

For returns due to personal preference — wrong size chosen, change of mind, no longer wanted, different style preference — the customer is responsible for return shipping.

We strongly recommend a tracked and insured service. We are not responsible for return packages lost, stolen, or damaged on the way back to us. For items that are defective, damaged on arrival, incorrect, or sent in error, return shipping may be handled differently.

Once your return has been received and approved, please allow 10–15 business days for us to process the refund.

After we issue it, your bank or payment provider may need additional time to make the funds available. That posting time is not included in our processing window.

Refunds are generally issued to the original payment method used for the purchase.

The total may be adjusted for non-refundable original shipping charges, return shipping costs, items that do not meet the return requirements, or other deductions disclosed at the time of return.

Yes. Contact us within the return period to exchange an eligible item for another size, style, or eligible product. Exchanges are subject to availability.

If the replacement costs more, you may need to pay the difference; if it costs less, the difference may be refunded or issued as store credit. If the replacement is unavailable we may offer an alternative, store credit, or a refund.

Payments are processed through Stripe, our third-party payment provider. The payment methods available to you — including major credit and debit cards — are shown at checkout before you complete your purchase.

Yes. Payments are handled by Stripe, and Earthly Elegance does not intentionally store complete payment card numbers or security codes on its own systems when Stripe processes the payment.

No method of transmitting information online can be guaranteed completely secure, but we take reasonable administrative, technical, and organizational measures to protect your information.

Declines are decided by your bank or card issuer, not by us. Common causes are an incorrect card number, expiry date, or security code, a billing address that does not match your card, insufficient funds, or a fraud check on the issuer side.

Check your details and try again, or use a different payment method. If it keeps failing, your bank can tell you why.

A failed or cancelled payment attempt can leave a temporary authorization hold that looks like a second charge. These usually clear on their own within a few business days.

If you see two settled charges for the same order, contact us with your order number and we will investigate.

Yes. An order confirmation email is sent to the email address on the order once payment completes. Receiving a confirmation does not by itself mean the order has been accepted — we may still need to cancel it for reasons such as availability or a pricing error, in which case we refund the original payment method.

Materials vary by piece. The materials used in each item are listed on its product page, along with measurements and other details.

If anything is unclear about a specific piece, contact us before ordering and we will confirm.

No. We recommend removing jewelry before showering, swimming, exercising, or using cleaning products.

Prolonged exposure to water, chlorine, salt water, perfume, and cosmetics can damage finishes and stones. Damage caused by exposure of this kind is not covered by returns or refunds.

With normal wear, finishes can change over time — this is expected for fine jewelry and is affected by skin chemistry, humidity, and contact with cosmetics, perfume, and cleaning products.

Following the care guidance below will slow it considerably. Normal wear and tear is not covered by returns or refunds.

Use the size guide linked from the product page — it explains how to measure your finger or an existing ring that fits.

If you are between sizes or buying a gift and are unsure, contact us before ordering and we will help.

If the piece is eligible for return, you can request an exchange for a different size within 7 days of delivery, subject to availability.

Return shipping for a size change is the customer’s responsibility. Note that items which have been resized are not eligible for return.

Store pieces separately in a dry place, away from direct sunlight and humidity. Put jewelry on last, after perfume, lotion, and cosmetics, and take it off before showering, swimming, exercising, or sleeping.

Clean gently with a soft, dry cloth. Avoid household cleaners and ultrasonic cleaners unless the product page says otherwise.

No — you can check out as a guest. An account is optional and gives you order tracking, order history, saved addresses, and a wishlist.

Use the "Forgot password" link on the sign-in page. We will email you a link to set a new one.

If the email does not arrive, check your spam folder and confirm you are using the address your account was created with.

Sign in and open your account. You can update your personal details, change your password, and manage your saved addresses there.

Contact us from the email address associated with your account and we will handle the request — accounts cannot currently be deleted from the account area itself.

Some information may be retained where we are required to keep it, for example for tax, accounting, fraud-prevention, or other legal obligations.

We run promotions, seasonal sales, and occasional discount codes. Subscribe to our newsletter to hear about them first.

Each promotion may carry its own terms, including expiry dates, minimum spend, product exclusions, usage limits, and eligibility requirements.

Unless a promotion states otherwise, discount codes cannot be combined with other offers. Only one code can be applied per order.

The most common reasons are that the code has expired, the order does not meet the minimum spend, the items in your cart are excluded from the promotion, the code has already been used, or another offer is already applied.

Check the terms of the promotion, and contact us if you believe the code should apply.

Discount codes must be applied at checkout before payment is submitted; they cannot be added to an order afterwards.

We use your information to process and fulfil orders, take payment and ship products, send order and shipping updates, handle returns and refunds, provide customer support, improve our website and services, prevent fraud, measure advertising, and send marketing communications where permitted.

Our Privacy Policy sets out the detail, including who we share information with and the choices available to you.

Yes. Cookies and similar technologies keep items in your cart, maintain your session, remember preferences, help us understand how the site is used, and measure advertising.

Some cookies are necessary for the site to work; others are used for analytics or advertising and can be managed through your browser settings or, where applicable, our cookie controls.

We take reasonable administrative, technical, and organizational measures to protect personal information against unauthorized access, disclosure, alteration, loss, misuse, or destruction. Payments are processed by Stripe.

No method of transmitting or storing information online can be guaranteed completely secure, so we cannot guarantee absolute security.