Delivery and Returns
Delivery
Our deliveries are sent securely with a courier service and only the order recipient can sign for the delivery.
You will need to provide to our Client Services the order recipient’s full name as well as the first 4 codes of the ID number (first English letter + 3 digits), for foreigners please provide full name and passport number. Upon your order delivery, a signature will be required. Also, we kindly ask the recipient to present his or her original ID Card (for foreigners, please present original passport) to the delivery service staffs.
Your ELMA gemstone or jewellery will be presented in a ELMA Box with our signature ribbon.
Expected delivery is calculated at the time of placing your order based on the location of the piece you're purchasing. You will receive a tracking number in your dispatch confirmation email. If you have any concerns please contact Client Services for assistance, quoting your order number.
Please allow an additional 7-14 working days for customised engraving orders, except for oversea which will take up to 1 month.
Exchanges and Returns
Should you wish to exchange or return your online purchase, you can do so within 30 days of receiving your order. We kindly ask that items are returned to us in their original condition. Please contact Client Services quoting your order number to arrange your exchange or return and complimentary collection. Please note refunds will be issued back to the original payment method and can take up to 7-14 working days.
The gemstone or jewellery item will go through Quality Control prior to the exchange or return being processed. We cannot process exchange or returns on items that have been customised, worn, used, altered or damaged. We reserve the right to refuse exchanging or returning any merchandise that does not meet the above return requirements according to our sole discretion.
Online orders can be exchanged or returned in a selection of offices within 30 days of receipt.
Please contact Client Services ahead of your visit to ensure the availability of the item you want to exchange your order for.