Once your order has been dispatched, you will receive a confirmation email containing your tracking number and a direct link to the courier’s website. This allows you to follow the progress of your shipment in real time with the latest updates from our delivery partners.

Where is my order?

👉 Click Here & Login

I Want to Return My Order

We want you to be delighted with your purchase. Ready-to-ship items may be returned for a full refund or exchanged within 15 days of delivery, provided:

• The jewellery is unused, unworn, and undamaged.
• All original packaging, tags, and certificates are included.

Customers are responsible for return shipping to our Hong Kong office. We recommend using an insured, trackable courier to ensure safe delivery.

Non-returnable items include:

• Custom-made or made-to-order designs
• Special orders or altered items
• Engraved pieces (unless faulty)

How to return

• Email customer@eloralab.com with your order number, item details, and reason for return.
• We will confirm eligibility and provide our return address.
• Ship the item within the allowed period.
• Once received and inspected, we will process your refund or exchange promptly.

👉 See our Return & Exchange Policy for full terms.

I Want to Cancel My Order

• Ready-to-ship items: Can be cancelled free of charge if not yet processed or shipped.
• Made-to-order items: Can be cancelled without charge before CAD design approval.
• After 3D design approval: Once the 3D design is approved and production begins, cancellations are no longer possible without a fee. If cancellation is requested after production starts, a 30% fee will apply to cover materials and labour.

⚠️ Due to fast processing, cancellation requests must be made as soon as possible via customer@eloralab.com.

👉 See our Return & Exchange Policy for full terms.

Standard Delivery

• Ready-to-ship items: 1–2 business days for processing, plus shipping time.
• Made-to-order items: 3–4 weeks for production, plus shipping time.
• All international orders ship via DHL Express, typically arriving in 2–7 business days.
• Tracking information will be provided as soon as your order ships.
• Please note: delays may occur during high-demand periods, public holidays, or due to customs clearance.

👉 For more details, see our Shipping Policy.

Packaging & Gift Options

Every Elora piece arrives beautifully presented in:

• A velvet jewelry case
• A matching velvet travel pouch
• A signature gift box

We also offer gift bags and ribbons to complete the presentation—perfect for gifting without extra preparation.

Complimentary Engraving

Personalize your jewelry with a message, initials, or a special date at no additional cost. Please allow 2–3 extra business days for engraved items.

Payment Options

We accept credit and debit payments on the following cards:

• Visa
• MasterCard
• Maestro
• UnionPay
• American Express
• Discover
• JCB

We also accept all major credit cards, bank wire transfers, and PayPal. Depending on your country, additional payment methods may be available.

• For non-credit card payments, please allow up to 10 business days for clearance.
• Once payment is confirmed, you will receive a receipt containing all relevant financial, diamond, and ring details.

Flexible Payments with Klarna

Elora offers Klarna as a flexible payment option, making it easier to own your dream piece while managing payments over time:

• Pay in 30 Days: Shop now and pay the full amount within 30 days, with 0% interest.
  
• 3 Payments: Split your total into three equal installments, due every 30 days, with 0% interest.

Gift Cards & Vouchers

Gift cards are available upon request.

To purchase, please contact us via email at customer@eloralab.com, WhatsApp, or simply note your request when placing an order.

Elora Service Center

• Email: customer@eloralab.com
• Contact Form: Click Here

Ring Resizing

At Elora, we know the perfect fit is essential for both comfort and style. That’s why we offer complimentary resizing on eligible rings:

• Resizing is typically available up to ±1 US ring size (e.g., a US 6 ring may be resized to US 5 or US 7), while maintaining band integrity and thickness.
• Please note: rings featuring a continuous row of stones—such as eternity bands or designs with a full pavé setting—cannot be resized.
  

How it works:

1. Email customer@eloralab.com with your request.
2. Our consultants will confirm feasibility.
3. If resizing is possible, we’ll share our Hong Kong atelier address.
4. You ship the ring safely to us (at your cost), we resize it at no charge, and return it to you.

Resizing usually takes 2–5 working days. Customers are responsible for both shipping directions.
👉 To avoid resizing, please confirm your ring size before ordering. Check our Ring Size Guide or consult our team for assistance.

Jewellery Repairs

We offer a range of professional repair services, carried out by our skilled craftsmen:

• Cleaning, Polishing & Plating – Restore brilliance and keep your jewellery looking new.
• Stone Resetting & Replacement – Secure loose stones or replace missing ones with care.
• General Repairs – From clasp replacements to re-soldering, every detail is handled to the highest standard.

How it works:

1. Email customer@eloralab.com with details and clear photos of your piece.
2. Our consultants will review your request and confirm if the repair is possible.
3. If suitable, we’ll provide the address for our Hong Kong office.

Repairs are quoted after assessment. Customers are responsible for round-trip shipping, and we strongly recommend insured, trackable courier services.

Engraving

Make your jewellery extra special with our complimentary engraving service (available on most rings and selected items).

• Share your engraving text with our customer service team after placing your order, or simply include it in the order notes at checkout.
• Please allow 2–3 additional business days for engraved items.