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FAQ

What's the difference in silver plated and sterling silver?

Sterling silver is made out of 92% silver, plated(coated) with 14k white gold so the necklace can be worn for a longer period of time before it shows any sign of tarnishing. 

Silver plated is made out of copper, plated(coated) with silver so it tarnishes quicker and requires more maintenance. It is important to take the necklace off and place it in an airtight bag or box when it's not worn to avoid faster tarnishing. 

How long will it take for me to receive my items?

Delivery time is 8-14 business days for standard free shipping orders, 2-5 business days for priority shipping orders. 1-3 business days for express shipping once dispatched.

You will get a confirmation email once your order has shipped containing the tracking number. 

What if I need to change or cancel my order?
Once an order is placed, we try our hardest to fulfil as soon as possible. If you wish to change or cancel your order, please email us immediately, we will try our best to fulfil your request. 

Where can I find my tracking number? 
You will get a confirmation email once your order has shipped containing the tracking number. You may also check your order status page to locate the tracking number.

How do I care for my jewellery?
Great question! Check out our Jewellery Care Page where we share our tips in tricks on how to enjoy your jewellery for as long as possible. 

Do you customise the message card?
We do customise message cards, simply leave us a tip and email us ASAP with your order number to have us print the customised card. Note during peak gifting season we are unable to customise just because the large volume of orders we need to handle, customising during peak period could cause wrong orders to be sent. 

What if I'm not satisfied with my product?
Your satisfaction is our #1 priority. If you aren't happy with your order, we will give you a full refund. Just shoot us an email at support@elliegrace.com.au. We will then provide you with instructions on how to send your item back and provide you with a refund! Please note that the item must be returned in the same condition you received it in and you are responsible for return shipping costs.

Do you offer gift options?
We have premium gift boxes available! :) They are made with MDF wood, polished off and we have also installed a LED light to make your gift shine!

How can I contact you?
You may email us at support@elliegrace.com.au. Our business hours are Monday-Friday 10am-6pm AEST and you will receive a response within 1-2 business days.

 

Don't see your question listed here? No worries! Simply push the "Contact Us" button on this page or drop us an email at a support@elliegrace.com.au and we'll do our best to get back to you as soon as we can!