Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
Order processing times vary depending on the product and location. Typically, it takes 1-3 business days to process an order before it is shipped. You will receive a confirmation email with tracking details once your order has been dispatched.
Custom or engraved pieces can take up to 2 weeks to deliver as these items need to be individually crafted.
We accept all major payment methods for your convenience. Our secure checkout supports Visa, Mastercard, American Express, AfterPay and PayPal. All transactions are processed safely using industry-standard encryption to protect your payment information. If you have any questions about payment options, please don’t hesitate to contact us.
No, you don’t need an account to place an order. You can checkout as a guest and complete your purchase with just your email address and delivery details.
Every Elarna Rose jewellery piece is beautifully presented and ready for gifting. You can choose between our Premium White Gift Box or upgrade to our Luxury Mahogany-Style Gift Box.
The Premium White Gift Box offers a clean, elegant presentation and is included as our standard packaging option.
For an extra-special gift, our Mahogany-Style Gift Box adds a more luxurious finish, with a rich wood-look exterior and premium presentation that makes the unboxing experience even more memorable.
Both options are designed to protect your jewellery and present it beautifully — the choice simply depends on how elevated you’d like the gifting experience to feel.
If you need to swap an item
Returns and Exchanges
We offer a 30-day peace of mind return policy. You may request a return within 30 days of receiving your item. See our full return policy for more details.
While every care is taken to carefully check packages, please contact us if you have received a wrong package and we will be happy to assist you further.
We aim to process refunds as soon as possible but it might take 10 business days for your bank to process it back to your account.
Please contact us as soon as possible with the correct address. We can only change it before item is processed.
Please contact us as soon as possible. For custom items, we may not be able to cancel the order if your item is already being customized. We will try our best to help you in either case.