HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?
King Elisabeth typically ship in 1-5 business days (Mon-Fri) Then its up to the shipping company. If you’re in a hurry please contact us and we will do our best to meet you’re deadline.
HOW LONG DOES IT TAKE TO RECEIVE CUSTOM MADE JEWELLERY?
Custom-made jewellery is made to order and will therefor take a longer time to deliver than our products from our jewellery collection. Custom made jewellery are sent in 2-6 weeks due to the additional time needed to create the jewellery. All of our wedding bands are custom made, so it can sometimes be challenging to keep up with the high demand for our product. Please know that we are doing the best we can to get orders out promptly.
I NEED MY DELIVERY AT A SPECIAL DATE
Some items marked “in stock” still need to be sized to order and are not “off the rack”. If you need your order in an emergency then please contact us before you order and we will try our best to meet your needs!
HOW DO I KNOW IF YOU GOT MY ORDER?
Once your order has been shipped you will receive a confirmation email and information on how to track your package. When you place your order, a notice will be sent to you by email.
I MADE A MISTAKE. CAN I CHANGE MY ORDER?
In order to ship your items as quickly as possible, we start working on your order immediately after it has been confirmed in our system. Due to the quick and streamlined nature of this process, we are rarely able to make changes to an order after it has been placed. However, we will certainly do our best! Please mail our customer experience team at as soon as possible.
CAN I PLACE A CUSTOM ORDER?
Original one-of-a-kind commissions
If you’re looking for something completely unique, tailored to you and your individual story, This is an exclusive opportunity to learn about our creative process and bring to life an inspired, original design.
For customised orders we require a 50% deposit as confirmation of your order before production can begin. At this point you will be committed to purchase and the order cannot be cancelled. The remainder will then need to be paid in full before collection or dispatch of the order. Payment can be made by debit card, credit card or bank transfer. Goods remain the property of King Elisabeth jewellery until paid for in full. Time frames for customised of jewellery Customised items tend to take 2-6 weeks to produce, depending on the complexity of the personalisation. Though we do endeavour to finish the projects as quickly as we can as we know our customers are excited to receive their finished jewels.
I NEVER RECEIVED A CONFIRMATION EMAIL. WHAT SHOULD I DO?
If you haven’t received an order confirmation email, it is likely the result of one or two things:
- Your order was never actually placed and processed.
- You have entered an incorrect email address with your order.
If you are certain that the email address linked to your order is correct, please check the spam folder in your mailing client for your order confirmation. In the event that you still cannot locate an order confirmation, please email or call our customer service department:
IS THE VAT INCLUDED IN THE PRICE?
If you visit our websites for countries within the EU, VAT is included in the price displayed. Please note that for purchases outside Europe, prices are exclusive of local customs fees. These charges will be levied by the local customs authorities, usually by the person transporting the goods.
delivery & returns
DO YOU ACCEPT RETURN OR EXCHANGES?
We try to keep returns and exchanges as simple as possible. As long as they meet our criteria, it should be no problem at all to return or exchange them. Here’s what you should know:
- Returns must be in brand new condition, with original packaging and proof of purchase.
- Returns must be postmarked for return within 14 days of the original delivery to you.
- Customer is responsible for return shipping cost. The customer is also responsible for the goods until it arrives at King Elisabeth so be sure to send the return recorded.
No exchanges or refunds on Purchases exempt from both the refund and exchange policies, unless they are structurally faulty, are:
- Commissioned pieces
- Customised pieces
We strive to always be better. We’d like to hear why you return your jewelry so that we can continue to improve. If there’s anything you’re unhappy with, please let us know so we can fix this for other customers.
CAN I RETURN MY CUSTOM MADE JEWELLERY?
Unfortunately, commissioned pieces and custom orders (including engraved pieces and special ring sizes) are non-refundable. We do want you to love your piece. If the item is damaged or we made a mistake, we’ll work with you to fix it. If you need resizing, or need further work to perfection your custom order, please email firstname.lastname@example.org. It is the customer’s responsibility to share the correct measurements. If you’re not
completely sure about your ring size please contact us befor purchase so we can help you.
If the item is found to be faulty, King Elisabeth reserves the right to repair the item first or re-make the item for you. We aim to please.
I´M HAVING AN ISSUE WITH MY JEWELLERY, WHAT DO I DO?
We’re very sorry to hear you’re experiencing issues! We have worked hard
making our product as durable as possible but we know that, sometimes, things happen. We offer a one year warranty against manufacturer defects and would be happy repairing or replacing your jewellery for you. Please note that wear and tear in the course of normal use is not considered a fault. This includes surface scratches, oxidation fading and tarnishing. To notify us of a faulty item or if your jewellery needs to be repaired please email us with your name and address, proof of purchase, product details and a photograph of the item. We will get back to you with the best way to proceed and if there will be a cost associated.
MY ORDER WAS DAMAGED WHEN IT ARRIVED, WHAT DO I DO?
Please send a photo directly after receiving the damaged package to our team at email@example.com and include your order number so we can look into getting you a new one! Do this within 14 days of receiving the goods. We will send you replacement goods, provided the item is available. If we cannot replace you with a new product, we will refund you when we receive the defective item in return. The customer is responsible
for the goods until it arrives at King Elisabeth so be sure to send the return recorded.
DO YOU OFFER RETURNS/EXCHANGES FOR INTERNATIONAL ORDERS?
Yes and no. Unfortunately we do not provide prepaid labels for international orders but they can be shipped back on the customer’s own accord for a refund or store credit. The shipping fee will not be refunded.
WHERE´S MY REFUND?
Once your return is received, we will send you an email to notify you that we have received your returned item and processed your refund. A credit will automatically be applied to your credit card or original method of payment. Please be patient. It may take time before your bank posts your refund. I RETURNED MY ORDER BUT THE POST OFFICE LOST IT. King Elisabeth cannot be held responsible for goods lost or stolen in transit so remember
to return the jewellery by recorded post.
BOUGHT FROM A RETAILER AND WANT TO RETURN
For purchases via one of our resellers, we ask you to contact them directly for handling of return, replacement or any complaint.
We ship world-wide, and the package is fully insured until you have it in your hand.
HOW DO YOU SHIP IN SWEDEN?
Orders are sent as a recorded package that picks up at Postnord delivery point after you have received avi from the postoffice. We can also send via Schenker or DHL.
DO YOU SHIP INTERNATIONALLY?
Yes, we offer international shipping. Shipping charges will be automatically calculated for you during checkout based on the package destination and weight. Upon delivery abroad, contact us and we will see which delivery method is best for you. If you require a different shipping method, please contact us BEFORE you order, to discuss the best way for us to get your shiny new jewels to you!
DO YOU SEND BY FEDEX?
Yes we do.
FedEx International Priority suits you who have the opportunity to receive package daytime (delivery times are between 08.00-18.00). This is a so-called “door-to-door” service, which means that someone must be available to receive the package at the specified address. Here we want to advise you who can receive packages on your job to enter your workplace as the shipping address at the checkout (please specify the workplace name to facilitate the driver). https://www.fedex.com/ratefinder/home
I HAVE A DEADLINE FOR MY PURCHASE, CAN YOU HELP ME?
If you have a special date to meet contact us before you make you´re order and we will make sure that you will get youre jewellery in time.
WHERE IS MY PACKAGE?
You can track your order at anytime HERE
MY PACKAGE HASN’T ARRIVED YET! WHAT CAN I DO?
Delivery dates are not guaranteed. We guarantee that we will mail your gift to the address you provide to us, on the date you’ve selected during checkout (or within 1-5 business days if you do not select any date). We mail via recorded post via Postnord, which means your gift should arrive 1-3 days after we put it in the mail. You will receive an automated email with your tracking information when we create the mailing label, so you can track your gifts’ progress to its final destination. Once the package is in transit, we are no longer in control of it. Occasionally the postal service experiences delays, especially around major holidays. We are not responsible for these delays.
WHAT HAPPENS TO RETURNED PACKAGES, I WROTE THE WRONG ADDRESS?
Items marked undeliverable due to an incorrect shipping address will be reissued if and when they return to king Elisabeth Jewelry, and will incur a reshipment fee. If the address provided to us is invalid or inaccurate, the postal service will return the package to us. We make every effort to validate all addresses we mail to, however the customer bears the responsibility of providing a correct shipping address. Packages typically take anywhere from one week to one month or more to be returned to our studio.
I NEVER PICKED UP MY PACKAGE, WHAT HAPPENS NOW?
Unreceived packages, will be charged a fee of SEK 199 kr they are not covered by the right of withdrawal.
HOW LONG DOES THE POSTOFFICE TAKE TO DELIVER MY PACKAGE>
Deliveries in Sweden usually takes about 2 days International delivery usually takes 3-7 days. Postnord delivery time:
King Elisabeth is not liable for and will not replace or pay compensation for loss of or damage to items we send if:
- the item is seized by Customs or any other government agency.
- the item is sent to a country where no postal or courier service exists
- the loss or damage is the result of an event beyond our reasonable control.
- the loss or damage occurs after delivery.
- we are informed by the courier or postal service that your item HAS been delivered
- the item was authorised by the customer to be sent without tracking or without insurance.
HOW MUCH DOES THE SHIPPING COST?
£8.50 Europe (5-7 working days)
£10.50 North America (7-15 working days)
£20 All other regions (15-20 working days)
International tracked shipping:
Orders over £100
FREE | 2-5 working days | Tracked
Orders under £100
£3.50 | 2-5 working days | Tracked
HOW CAN I PAY?
You can pay by, Pay later, Slice it, Pay now, Bank transfer and Card.
Klarna PayPal Bank Card.
WILL I HAVE CUSTOM CHARGES FROM OUTSIDE SWEDEN?
Potentially yes! All international customers are responsible for their own customs rates within their own country. Contact your local customs office for advice on charges. We do not accept responsibility for shipping fees, sales taxes or import duties.
Please use your own converter for the current exchange rates as we can’t respond to emails asking about currency conversions. (We use http://www.xe.com/ for all our currency conversion needs, check it out if you’re stuck). We accept PAYPAL, and most credit and debit cards. You can also pay using your normal card via Paypal even if you don’t have a PayPal account.
King Elisabeth is not responsible for items lost or delayed by couriers or
postal companies, where the correct postage has been applied by King Elisabeth. If an item is marked as “delivered” and/or “signed for” by the postal company then King Elisabeth has no further responsibility for the items, and no claim can be raised. If you are unsure of the reliability of your local postal service, and would prefer an alternative postage option, you must email us BEFORE placing your order, so that we can offer you/ alternatives, at the customer’s cost. Please note that wear and tear in the course of normal use is not considered a fault. This includes surface scratches, oxidation fading, tarnishing and loose gemstones. To notify us
of a faulty item or if your jewellery needs to be repaired please email us with your name and address, proof of purchase, product details and a photograph of the item. We will get back to you with the best way to proceed and if there will be a cost associated. We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. We cannot guarantee that your computer monitor’s display of any colour will be accurate.