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Questions and Answers About E's Element's Services

In this blog post, we answer some of the top questions we receive from our customers about our services (this post will be updated on a monthly basis)


  • Can I exchange my E’s Element item?

  • ANSWER: Yes you can. To be eligible for an exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the digital receipt or proof of purchase. To start an exchange, you can contact us at or click here to visit our exchange portal. View E’s Element Refund Policy.

  • I see many of the E’s Element jewelry items on your website. Is E’s Element jewelry gold plated with real gold or just gold coloring? 

  • ANSWER: Our jewelry is produced with 18k Gold on Stainless Steel. This means 75% is real gold and the remaining 25% is the stainless steel plating in order to preserve the life span of the piece. Stainless steel is very durable and it can withstand the wear and tear of your everyday activities. It is also perfect for sensitive skin. 

  • Will E’s Element jewelry items turn green over time?

  • ANSWER: Our jewelry is tarnish free if you are shopping from our water-resistant collection. These pieces are 18K Gold IP plated on Stainless Steel and are durable and safe to use in water. We also have fashionable and non-water-resistant jewelry. Pieces listed here are alloy plated. It is advisable to care for your pieces regardless of it being water-resistant or not. For more information on product care + materials, please visit E's Element's Frequently Asked Questions Support Center

  • Can I get in contact with a customer representative at E’s Element?

  • ANSWER: Yes you can get in touch with a representative by either sending an email to, sending us a dm on instagram or through our live chat support via Simply click on the ‘Chat with us’ chatbox to get in touch with us instantly.

  • I’m trying to place an order on E’s Element’s website and it says the order is 100CAD and above it qualifies for free shipping and it is, but for some reason it still makes me click on a shipping option? (GTA CUSTOMER).

  • ANSWER: Our Free Shipping offer excludes local deliveries in the GTA. Customers that reside in the GTA would have to pay a flat rate local delivery fee for $11.30CAD. To see if you fall under the GTA, visit this page -  Local Delivery and Pickups

  • Do you have the E’s Element Essential Sweatsuit Sets available in velvet material?

  • ANSWER: Our Sweatsuit Sets aren’t available in velvet material but we would take it into consideration. You can also subscribe to our mailing list to get notified on exclusives here - Click here to subscribe to our newsletter.

  • Does E’s Element have a ring size guide?

  • ANSWER: Yes, we have a ring size chart. This can be found on the product page of each ring style. Our Lava Rings are one size fits all. We are also working on ring sizers, Click here to subscribe to our newsletter to get notified once we release them.

  • Can I shop for some E’s Element looks as seen on your customers?

  • ANSWER: Yes you can. If you are ever worried or concerned about how a piece of jewelry or clothing item would look on you, you can take a look at some of our customers looks and also shop the looks.

  • Can I get any E’s Element items/products at a physical store?

  • ANSWER: Yes you can. Customers residing in the GTA can shop with us in person at two different locations. The first location is at Ark Collective: 58 James Street North Hamilton Ontario and the second location is at Canada Black Owned Marketplace: 25 Peel Centre Drive Brampton Ontario - Shop #539 (Forever 21 Bramalea Centre Mall Entrance). 

  •  Can I create an E’s Element account?

  • ANSWER: Yes, you can create an account with E’s Element. Having an account with E’s Element gives you access to exclusive news before anyone else, you also get access to our rewards program and presales.

  •  What are Ella points?

  • ANSWER: Ella points are points that our customers earn when they sign up for our loyalty program. These points can be accessed when customers become members. You can unlock exciting perks and exclusive rewards. 

  • How do I become an E’s Element brand ambassador? 

  • ANSWER: You can become a brand ambassador by joining our affiliate program. It is free and easy to join. 

  • How do I find my E’s Element discounted referral link?

  • ANSWER: 


    Here is a step by step process on how to find your discounted referral link:

    1. Visit our loyalty program and log in.

    2. Once you log in, click on the link again, a pop up would appear on the left side of the screen showing the number of points you have.

    3. Scroll down and your referral link would be right below "refer your friends".

  • Where is my E’s Element order?/ How do I track my E’s Element order?

  • ANSWER: Once an order is placed, please allow three to five business days for the order to be packed and shipped. Upon shipment, you will receive an email with your tracking information so you may track the package online.

  • Can I call E’s Element?

  • ANSWER: We do not have a phone number for customer care inquiries, but we recommend taking a look around our FAQ Section to find answers to your questions/concerns. If you can’t find what you’re looking for or need help regarding your order, our Customer Care team will be more than happy to assist you!

  • What is E’s Element’s returns policy?

  • ANSWER: We have a 7- day exchange policy, which means you have 7 days after receiving your item to request an exchange. We do not accept product refunds. If a refund is required, this will be issued as a store credit/gift card and must comply with the 7-day period.

  • Can I order E’s Element online and pick it up at a retail location?

  • ANSWER: Yes you can. Our customers have the option of ordering online and picking at a retail location close to them.  For the Bramalea Location (CBOM), if you order from E’s Element and pick up from CBOM the store, you will be charged $5CAD + taxes. If you place an order from our CBOM online store, pickup is free. The pickup fees can be sent via interac to For the Ark Collective location, If you shop from our Ark Collective online store or E’s Element, pickup is free. 

  • Can I wear an E’s Element Cuban Link Anklet in the shower?

  • ANSWER: Yes you can, our anklets fall under our waterproof jewelry category. This way you do not have to worry about removing your anklet before entering the shower. 

  • I am having trouble deciding on what E’s Element jewelry to get, can I build a set?

  • ANSWER: Our Build Your Own Jewelry Set bundle allows you to select your favorite E’s Element pieces. You have the option to build your gold jewelry collection, silver jewelry collection and a lot more.


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