Question 1

Which payment methods does Eline Rosina accept?

Accepted Answer

The payment methods available for your order are shown at checkout.

Question 2

I did not receive the discount code from the newsletter.

Accepted Answer

The email may have landed in your spam folder, or the address we have may be wrong. If neither of those is the case, email customerservice@elinerosina.com and we will help.

Question 3

At checkout it says the item is not in stock.

Accepted Answer

The piece is probably low in stock, and more than one person may have it in their basket. Try again in a moment.

Question 4

How can I use a gift card or discount code?

Accepted Answer

You can enter a gift card or discount code at checkout.

Question 5

I did not receive an order confirmation. Did my order come through?

Accepted Answer

The confirmation may be in your spam folder, or the email address on the order may be wrong. If neither of those is the case, email customerservice@elinerosina.com and we will check.

Question 6

Can I order a single earring or pendant?

Accepted Answer

Only when the product page says so. Mix & Match pieces and items marked as sold individually are sold per piece.

Question 7

Can I change or cancel my order?

Accepted Answer

We cannot change or cancel an order once it is placed. Please check your order and details carefully before you confirm.

Question 8

Do you sell gift cards?

Accepted Answer

Yes, we offer gift cards in the shop.

Question 9

I entered the wrong shipping address.

Accepted Answer

We cannot change the address once the order is processed. Email customerservice@elinerosina.com as soon as you can and we will try to update it before it ships - there are no guarantees.

Question 10

What are the shipping costs?

Accepted Answer

UK orders ship for £6.95, or free from £150. Prices include VAT. No import duties expected.

Question 11

How long does it take to receive my order?

Accepted Answer

Some pieces ship from our UK warehouse and others from the Netherlands - the product page says which. See the shipping policy for delivery details.

Question 12

I did not receive my package.

Accepted Answer

Check the estimated delivery time on the shipping policy and that the address on your order is correct. If that window has passed, email customerservice@elinerosina.com and we will help.

Question 13

I received the wrong items.

Accepted Answer

Email customerservice@elinerosina.com with your order number and a photo of what arrived. We will sort it out.

Question 14

I cannot find the backs of my earrings.

Accepted Answer

They sit underneath the black cushion in the jewellery box.

Question 15

The price of an item I bought has changed. Can I get a refund of the difference?

Accepted Answer

We run occasional promotions based on stock and demand. We cannot refund the difference if the price later changes.

Question 16

How can I return my package?

Accepted Answer

You have 14 days after delivery. Start the return in our return portal. You do not need to email us first. Returns without a return form are not processed. Pieces sent back without the original packaging are only accepted if the product is still in good condition.

Question 17

Can I return a gift card, or a product I paid for with a gift card?

Accepted Answer

Gift cards and products paid with a gift card cannot be exchanged for money. A product paid with a gift card is refunded as gift-card credit.

Question 18

Can I return a sale item?

Accepted Answer

Sale items follow the same return conditions as full-price items.

Question 19

How long will it take for my return to be processed?

Accepted Answer

Once our distribution centre has the return, it is refunded to the account you paid with. It can take a few days to show on that account.

Question 20

I am not satisfied with an item I bought from a retailer.

Accepted Answer

Please contact the retailer. They are responsible for orders placed with them.

Question 21

What is the warranty period?

Accepted Answer

Gold plated jewellery is guaranteed for 6 months and 14k gold jewellery for 12 months, from the day you buy it in our shop. To make a claim, email customerservice@elinerosina.com with your order number, full name, a photo or video of the defect, and a short explanation. Each case is assessed individually.

Question 22

What if I received a broken item?

Accepted Answer

Tell us within 3 days of delivery. Email customerservice@elinerosina.com with a photo of the fault and your order number. We cannot take responsibility if you contact us later than that.

Question 23

I have a complaint about an item I bought at a retailer.

Accepted Answer

The retailer is the contact for that order.

Question 24

How do I keep my jewellery in good condition?

Accepted Answer

Read the care notes on our Materials & Care page.

Question 25

Can I swim or shower with my jewellery?

Accepted Answer

To keep a piece looking its best for as long as possible, skip the shower and the pool, and be careful with perfume and other products that can affect the finish. See Materials & Care for the full dos and don'ts.

Question 26

Can I wash my bucket hat or tote bag?

Accepted Answer

Wash hats and bags only when needed. Hand wash in cold water. Avoid the washing machine, dryer and iron.

Question 27

I have a question about collaborations.

Accepted Answer

Email Mark at mark@elinerosina.com.

Question 28

I am interested in selling Eline Rosina.

Accepted Answer

Email our wholesale manager at wholesale@elinerosina.com.

FAQ

Placing an order

Shipping

My order

Returns & exchange

Guarantee

Care

Collaborations & wholesale