Welcome to E's Element's Frequently Asked Questions Support Center
What is your Shipping Policy?
We primarily ship to two main countries: Canada and United States of America. However, we ship worldwide.
E's Element also offers convenient flat rate shipping rates for jewelry and apparel
PLEASE NOTE (CUSTOMERS OUTSIDE CANADA): Once the package arrives in your country, the local courier service picks up the package. E's Element is not responsible for country's customs taxes or delivery mishaps once its out for delivery in your local area. You will be contacted by your country's customs agents to pay all taxes and dues for your items to be released to you (if applicable).
How can I cancel my order?
You can email us at firstname.lastname@example.org and provide us with your order number on the same day the order was made.
Please Note: Orders cannot be cancelled once shipping confirmation has been provided to you, so if you would like to cancel an order please ensure this is done before the order confirmation is sent out to you.
Do you ship internationally?
Yes! E's Element ships worldwide.
Is there local delivery and pickup available?
LOCAL DELIVERY AND PICK UP AVAILABLE. CLICK HERE
Do you live in the Greater Toronto Area? (E.g. Mississauga, Toronto, Brampton, Oakville, Milton, Vaughan etc.). Perfect! Because pick up and delivery orders are also available for people like you. You get to receive your items as early as 24 hours from when you ordered without the wait of shipping! Awesome right.
Where are E's Element products shipped from?
Products will be shipped out from Canada
What does in-stock, preorder and made-to-order mean?
The shipping and processing times depend on the items you are ordering. The status of each product (in stock, preorder or made-to-order) is indicated on each individual product page, as well as the estimated shipping date.
It's in our facilities and ready for a new home! Shipping timelines will vary depending on your location.
We don’t have it on hand yet but it’s coming soon! Not to worry, you can still purchase it and your order will be added in queue to be fulfilled and shipped as soon as they are available! The estimated ship date is indicated on the product page and at check-out for your reference. You'll see it above the "Add to Cart" button. Kindly note that you will be charged at the time the order is placed.
Can I create an account?
Register for an account and enjoy the following benefits:
• Track your orders and review past purchases
• Save your addresses for quicker check out
• Manage your account details, address book and email preferences
How do I find my order number?
If you have an E's Element account, simply log in and select “My Orders” in the drop-down menu under your name. There, you can find the order number! If you haven't created an account, no worries! You can create one anytime with the same email address used to place the order.
Also note that with every order, we send an order confirmation email, which is sent to the same email used to make the purchase. Be sure to check all inboxes as it can make its way to junk/spam folder!
If you've been sent a gift, a gift receipt with the order number should've been included. Still can't find it? Send us an email at email@example.com with the gifter's name and their email address!
How can I cancel my order?
Kindly note that as our team works hard to get your order dispatched as quickly as possible, we may not be able to cancel your order upon request.
All other products
If your order has not been shipped, please reach out to us at firstname.lastname@example.org with your order number.
Can I refuse my shipment?
Should you choose to refuse the delivery of your order to avoid duties and taxes or if you change your mind, you will be responsible for the return shipping fee charged to E's Element. Keep in mind that this amount is dependent on your country. If you want to make any adjustments to your address, please be sure to reach out to us at email@example.com before your order is shipped.
Can I update my order?
Kindly note that as our team works hard to get your order dispatched as quickly as possible, we may not be able to update your order in time.
If your order has not been shipped, please reach out to us at firstname.lastname@example.org with your order number and the details on the change.
Can I change my address?
Feel free to reach out to us within an hour of placing your order and we will try our best to accommodate the change before the order is processed.
Kindly note that as our team works hard to get your order dispatched as quickly as possible, we are unable to guarantee the change. Once the order is shipped, E's Element is unable to change the address on our end.
Can you help with a damaged item?
We apologize that you received a damaged item. Please send a photo of the damaged product to email@example.com with your information and we would be happy to help you with a resolution. Please note, any damaged item outside of a 14 day return window cannot be returned or refunded.
What payment methods do you accept?
What are the requirements for the Sezzle Split Payment Plan?
SEZZLE ELIGIBILITY REQUIREMENTS
1. Be 18 years of age or older.
2. Have a US or Canadian phone number that can receive texts.
3. Have a working email address.
4. Have a non-prepaid payment method available.
5. For shoppers in the US and Canada, this can be a bank account, a debit card, or a credit card.
6. No minimum order amount.
What are the requirements for the Paybright Split Payment Plan?
Share details about your shipping policies, item returns, or customer service.PAYBRIGHT ELIGIBILITY REQUIREMENTS
1. A Canadian bank account (Only available to Canada)
2. Be 18 years of age or older.
3. A Canadian residential address.
4. Minimum order amount is $50CAD. Maximum amount is $1000CAD.
If you finance your purchase with PayBright and one or more items in your order has an extended ship date, your loan payment(s), including interest, may be due before you receive your purchase.
Please note that you may not receive a rebate of any interest that may have already accrued on an amount that later gets refunded.
Why should I use Sezzle or Paybright? (Available Online Only)
1. Spread the cost of your order overtime. Zero percent upfront fees.
2. Pay in four interest-free installments.
3. Easy and safe to use.
Do you have a jewelry and clothing size chart?
Yes we do! Below is a link to our sizing charts. Plus, you can also find 'size guides' on the product page of a specific item.
Do you offer gifting services?
PRODUCT CARE + MATERIALS
What material is your jewelry made of?
All jewelry pieces from the Link Collection plus the Ella Lava Rings and Signet Rings are 18K yellow gold and white gold. Gold plated pieces require extra care. Whereas, pieces from the From The Mind of Ella collection and Double Band Stackable Ring are 18K gold IP plated on stainless steel. These types of pieces are water resistant and shower safe but like any other jewelry piece requires adequate care. More information can be found on each item’s individual page for an in-depth description of each jewelry piece.
How should I be taking care of my E's Element jewelry?
For more information about our jewelry product care, kindly visit our jewelry care page HERE.
Do you restock items?
Yes we do for a few pieces. This will depend on the demand for that particular product. However, if you do see a product that you love and it's sold out, kindly send us a dm on Instagram: @ellaelement.shop and we will be happy to accommodate your needs! :)
How do I use my jewelry polishing cloth?
To keep your piece looking its best, gently rub the surface with the polishing cloth. Always wash your hands after use to ensure the cleaning agent is removed.
It is normal to see dark residue on the cloth, it’s a sign that it is working correctly! The cloth contains a small amount of cleaning agent which will hold on to any dirt, oil & residues that are removed from the surface of the item being polished. Never wash the polishing cloth as it will lose its effectiveness. Keep out of reach of children.
Will E's Element be launching other products apart from jewelry?
Yes, E's Element will be launching other products which include matching sweatsuits (hoodies & sweatpants) and athleisure apparels like bra tops, cycle shorts and more!
We will definitely keep you in the loop about new product launches!
Where can I buy E's Element?
Do you have an affiliate program?
If you are interested in participating in the E's Element affiliate program, you can apply here.