What payment methods can I use?

We accept all major debit and credit cards (Visa, Mastercard, AMEX), bank transfer as well – should you need details please reach out to our [email protected] and we offer Tabby service as a flexible financing option to split payments across few months, we don’t want you to miss out on our pieces available today.

Where do you deliver?

Elaia Fine Jewelry ships worldwide, excluding Russia and China. If you have any questions about delivery to your region, feel free to reach out to us at [email protected]

Are taxes and duties included in the price?

Yes, but only for UAE and Lebanon, all duties and import taxes are included in your final price — so no extra costs upon arrival for these countries.

How can I track my order?

As soon as your order is packed and ready to ship, you will receive an email with your tracking number. If your tracking shows as "delivered" but you haven’t received your package, please contact us at [email protected] and we will help resolve it right away.

Where is my order shipped from?

All orders are sent from our Lebanon atelier via DHL Express except for KSA, where we will be shipping your jewelry from UAE.

What does shipping cost?

Shipping fees range are less than 50$ depending on your location. The exact rate will be shown at checkout. We have exempted some countries from the shipment costs notably UAE and Lebanon.

How long will my order take?

We have 2 types of orders, ready-to-wear or customized pieces, with most being made-to-order.

For ready-to-wear pieces: It may take 1 - 3 weeks to be delivered.

Need something sooner? Email us at [email protected]—we will do our best to meet your timeline.

For customized pieces: They would take longer to be designed and produced and can take up to 6 weeks based on your bespoke journey.

Is a signature required upon delivery?

Yes, to ensure your order arrives safely, a signature is required for all deliveries.

Can I change or cancel my order?

Our pieces are made-to-order, we will need to check if production has begun. Email us as soon as possible at [email protected] with your order number. 

Does Elaia offer a warranty on its jewelry?

Yes — we stand behind the quality and craftsmanship of every piece. If your jewelry experiences a manufacturing defect, we’ll repair it at no cost to you but make sure to report it within 72h of receiving the package.

What should I do if I think my piece has a manufacturing defect?

If you believe your jewelry has a manufacturing issue, please Contact Us within 72h, and raise a “return and/or exchange” request. Please share your name, mobile number, email along with the order number to identify you and the manufacturing defect details. We’ll evaluate the situation and guide you through the next steps. Else you can reach out to us through [email protected]

What if I accidentally damage my jewelry?

We understand that accidents can happen. While accidental damage isn’t covered under our warranty, we’re happy to help restore your piece. Our team can assist with repairs or polishing, with the service cost and shipping fee communicated clearly in advance.

Can I request a repair even if it’s not a warranty issue?

Absolutely. Whether your piece was damaged accidentally or simply needs a refresh, our team is here to help. Reach out with the details of the issue, and we’ll provide a repair quote and next steps. Please Contact Us (link), and raise a “Repair my jewelry” request

What is not covered under the warranty?

Our warranty does not extend to:

• General wear and tear over time
• Damage from improper care, impact, or storage
• Pieces that have been altered or repaired by any third-party jeweler

What is your return policy?

At Elaia Fine Jewelry, we believe in conscious consumerism. Eligible items can be returned within 14 days from the day after your order is delivered.

To be eligible for return, our pieces must be:

• Unworn and unused
• In their original condition and packaging
• Accompanied with their certificates

Please note that not all pieces are returnable i.e., any customized piece including engraved ready-to-wear pieces cannot be returned.

Please refer to our Return & Exchange policy (link) for further details.

What is your exchange policy?

We don’t offer direct exchanges. Instead, we follow a return-and-repurchase process for eligible items. This means you will have to return the original, and once the Return Merchandize Authorization (RMA) is approved accepted, then you can place a new order for your preferred piece. Please note that shipping fees apply for only the returned item. Any customized piece including engraved ready-to-wear pieces cannot be exchanged. Please refer to our Return & Exchange policy (link) for further details.

How do I return an item?

Please refer to our Return & Exchange policy (link) for further details.

To start a return, please go to contact us (link) and raise the right request “Return and/or exchange” and follow the instructions. Else you can email us at [email protected] with the following details:

• Name
• Mobile number
• Order number
• Reason for your return request

Upon receiving your request, we will initiate a Return Merchandize Authorization (RMA), used for returns or exchanges, and we will contact you to guide you through the process.

We always advise to use an entrusted shipper with their respective shipment insurance to avoid damage or losses in transit as Chlela Ventures FZE LLC is not responsible for packages lost or stolen in transit. Shipping fees and duty/tax paid are non-refundable

Make sure your piece is securely packed in its original package (following the Return & Exchange policy (link)), with the return label clearly attached. You can drop it off at a DHL service point or book a pickup through DHL’s website.

Can I return or exchange a personalized or engraved piece?

Unfortunately, no. Engraved or personalized pieces are specially made for you and are considered final sale. If you are unsure or have questions before placing a personalized order, our team is happy to assist.

Can I return or exchange a ring if it doesn’t fit?

If you’re unsure about your size before ordering, we recommend checking our ring sizer available in the Size and Fit section of the ring you would like to purchase or in our Elaia blog In-home ring sizer guide. If you still have questions, feel free to email us at [email protected] —we’re always here to help.

But you don’t need to worry, we will find the best way to make sure the ring your chose fits you like a glove either by exchanging it or resizing it. Yet any customized ring including engraved ready-to-wear rings cannot be returned or exchanged.

Are returns free?

The cost of return shipping is covered by you. We always advise to use an entrusted shipper with their respective shipment insurance to avoid damage or losses in transit as Chlela Ventures FZE LLC is not responsible for packages lost or stolen in transit. Shipping fees and duty/tax paid are non-refundable. Any cost incurred — post-return, should the piece be damaged etc., —will be deducted from your refund quoted during the process.

When will I receive my refund?

Once we receive and inspect your return, we will confirm everything by email notably if the Return Merchandize Authorization (RMA) is approved and accordingly we will initiate your refund. Please allow 5–10 business days for the refund to be processed, depending on your payment provider. 

I have received a damaged piece can you repair it?

Despite its improbability to happen, returning any piece because of a manufacturing defect, is expected to be reported the moment you open your package… would you have waited longer than few seconds to open an Elaia package? Hence, we expect you to report the defect within maximum 72h of receiving the package… Make sure to Contact Us, and to raise a “return and/or exchange” request. Please share your name, mobile number, email along with the order number to identify you along with the manufacturing defect details. We will be covering all costs, should this take place.

Please note all our pieces are inspected until the last second before shipment and pictures are taken before sending them onto our DHL courier.

What if I damaged my jewelry after 72h, what should I do?

Do not worry, we are here to assist you to ease the pain! Please contact us, make sure to raise a “repair my jewelry” request and share all necessary information i.e., your name, mobile number, email, order number to identify you and repair service details. Shipping fees and duty/tax paid are non-refundable. We will do our best to minimize the financial burden of this repair service on you.

Can I resize a ring after purchase?

In some cases, yes! Please Contact us and pick “resize my jewelry”. Please make sure to share your name, mobile number and email along with the order number to identify you. Mention the piece that you would like to resize, and we will advise you with the best suited process of either exchange or resizing. Else, please email [email protected] with your order number and desired size. Please make sure to raise the request within 14 days of receiving the package else resizing fees may apply. Only one resize/exchange of the same model will be accepted, and any further requests will need to be processed as a new purchase. Return shipping fees and duty/tax paid are non-refundable.

Beyond our 14-day window, resizing requests will be treated as a repair service that is chargeable. Charges will be communicated on a piece-by-piece basis. To raise a repair service, please go to Contact Us page, and make sure to raise a “repair my jewelry” request and share all necessary information i.e., your name, mobile number, email, order number to identify you and resizing or repair service detail. Shipping fees and duty/tax paid are non-refundable. We will do our best to minimize the financial burden of this repair service on you.

Can I resize my bangle, or bracelet?

Yes, resizing is available for most ready-to-wear pieces that are not customized. For certain bangles or bracelets, we can either adjust the size or advise on the best alternative. Bangle resizing is more limited due to the nature of the design, but we’ll always explore a solution with you. Make sure to revert within the 14-day window to identify the best solution with no to minimum financial burden.

Please note: Only one complimentary resize is offered per piece within 14 days. Any further adjustments will be treated as a new request and may incur additional fees.

Can I resize or repair a customized piece (including engraved ready-to-wear)?

Customized pieces, including engraved ready-to-wear, are non-returnable and non-exchangeable. However, resizing and repair services are offered, please go to Contact Us page, and make sure to raise a “repair my jewelry” request and share all necessary information i.e., your name, mobile number, email, order number to identify you and resizing or repair service detail. Shipping fees and duty/tax paid are non-refundable. We will do our best to minimize the financial burden of this repair service on you.

How long does resizing or repair take?

Resizing or minor repairs usually take 7–10 business days from the date your piece is received by our atelier. Do not worry, we will treat your piece with utmost priority, and we will be very transparent throughout the purpose, hence we will confirm the estimated timeline upon receiving your piece.

Do you cover shipping for resizing or repair?

Shipping costs, insurance, and duties/taxes are non-refundable and are the responsibility of the client. We strongly recommend using a trusted courier with full insurance. Chlela Ventures FZE LLC is not liable for lost or stolen packages.

In summary, are the resize and repair covered under the warranty?

Of course, should they be raised in the right timeframe as outlined below as we believe in the craftsmanship that we offer:

• Manufacturing defects reported within 72 hours of receiving your package are fully covered
• Sizing changes within the 14-day window are not chargeable but the client will be covering the shipping cost and duty fees.
• Repairs due to wear, mishandling, or sizing changes beyond the 14-day window are chargeable. We’ll always provide a quote before proceeding.

Please note: All pieces are carefully inspected according to a rigorous quality control process and they are even photographed just before they leave our atelier. 

How do I find my ring size?

Not sure of your ring size yet? No problem—just head to our In-home ring sizing guide available in the Size and Fit section of the ring you would like to purchase or to our Elaia blog In-home ring sizing guide to help you measure accurately and find your perfect fit.

Do your necklaces come in different lengths?

Yes, necklace’s length is listed on its product page. If you need a different length, we're happy to help—just email us at [email protected] before placing your order, and we will do our best to accommodate.

Can I request a custom bracelet length?

Absolutely. Bracelet lengths are detailed on each product page, but if you need a shorter or longer version, please reach out to us at [email protected] and we’ll let you know if a custom fit is possible for your chosen piece.

Can you adjust necklace or bracelet lengths?

Yes, we can make length adjustments on chain-based designs (e.g., fine chain necklaces and bracelets). Custom length changes may come with an additional charge, depending on the request. Please note that bangles and solid designs are not resizable.

If you'd like a quote or more information, just contact us with your order number at [email protected]

Can I design a custom piece that isn’t an engagement ring?

Absolutely, we would love to help bring your vision to life. Simply reach out to us at [email protected] with your idea, and our team will guide you through the bespoke process.

What materials do you use?

Every Elaia piece is crafted with care using solid 18k gold and lab-grown diamonds. These materials are chosen for their durability, beauty, and minimal environmental impact.

Why 18k solid gold?

We work with 18-karat gold because it strikes the perfect balance: 75% pure gold for richness and color, combined with alloy metals that make it more durable than 24k, while still resisting tarnish over time. It’s made to be worn, cherished, and passed down.

Will my gold jewelry fade over time?

No. We use only solid gold, which means it won’t fade, tarnish, or wear away like gold-plated pieces often do. With care, your Elaia jewelry is made to last a lifetime—and beyond.

Why do you use lab-grown diamonds?

Our diamonds are grown in labs using advanced technology that replicates the natural formation process—creating stones that are chemically, physically, and optically identical to mined diamonds, but with a smaller environmental footprint. Should you want further information, you can refer to our Lab-grown diamond page.

Are lab-grown diamonds real diamonds?

Yes! Lab-grown diamonds are 100% real diamonds, with the same brilliance, hardness, and structure as their mined counterparts. Even trained gemologists need specialized equipment to tell them apart. Are IVF babies not babies?

Are your diamonds certified?

Any Elaia piece comes with a Certificate of Authenticity and every diamond above 0.5 carat comes with an IGI or GIA certification. At Elaia, we most commonly work with IGI.

Are physical gift cards available?

Currently no, we only offer digital gift cards.

What amounts are available for Elaia gift cards?

Our digital gift cards are available with different amounts to suit your gifting needs — from $250, to $ 5000. If you have a specific amount in mind, don’t hesitate to contact us at [email protected] — we’re happy to help.

Will the gift card amount be visible to the recipient?

Yes, the value of the gift card will be clearly shown in the email they receive.

Can I schedule a gift card to be sent on a specific date?

At this time, we don’t offer scheduled delivery. However, since the card is sent to you, you can forward it to your recipient at the perfect moment.

Can multiple gift cards be used for one purchase?

Absolutely — you can combine more than one gift card at checkout if needed.

Do Elaia gift cards expire?

Not at all. Our gift cards have no expiration date and can be used at any time until the full value has been redeemed.

Is it possible to return or refund a gift card?

Unfortunately, once a gift card has been purchased, it cannot be refunded or returned.

What happens if I lose my digital gift card email?

No worries — just contact us with your order details and we’ll help you retrieve it.