FAQ – Elisabeth Ashlie

S H I P P I N G + H A N D L I N G

Where do you ship from?

We are located in Ashburn, VA.

How long will my order take to ship?

We ship orders almost every day! All in-stock, non-personalized items ship within 3 business days. If you are ordering a personalized item or a custom order, it can take up to two weeks for processing, so shipping takes a bit longer. (Items that have a longer processing time say so on their product page, in the description.) You will receive an email with tracking information and an estimated delivery date once your order is shipped. Orders are shipped once all items are available for shipment. If you're ordering a pre-sale, personalized, or custom item, along with an in-stock item, your order will ship once all items are available.

Do you offer free shipping?

We offer free shipping on US orders over $75! Free shipping is automatically calculated at checkout.

When will my order arrive?

Standard shipping is through USPS First-Class Mail. If in the US, your order should arrive in 2-5 business days. International orders can take up to about 10 days to arrive. We also offer Priority Mail Shipping, which you can select during the checkout process. (Please note: delivery times are only estimates. We are not responsible for USPS shipping delays.)

Can I track my order?

Yes! Once your order ships, you'll receive an email with tracking information. Please note that it can take a couple business days for the USPS website to update the tracking information.

How will my order arrive?

We package our jewelry on cards and slip them into clear bags. They're packaged in an indestructible shipping box with crinkle paper or in a padded envelope. If you're sending items as a gift, we will gladly include a gift note. When viewing your cart, you'll see a text box where you can include a note. Prices or paper receipts are not included in shipments.

I'm local! Can I pick up my order?

We currently do not offer local pickup.

Do you ship internationally?

We currently ship to Canada, Australia, and the UK.

The tracking information hasn't updated or says it was delivered, but I don't see anything.

If the tracking on the USPS website has stalled, but still shows that the package is en route to you (there's no note that the item has been returned, lost, etc.), we recommend holding tight for a few days for the tracking to resume. There are occasional delays within the USPS that can cause this.

If the item is marked as, "delivered", but you don't have it in your mailbox/where you receive your mail, we recommend the following:

- give it a day for the package to be where it should be (occasionally, a package will be marked as delivered early)

- verify your shipping address on the order

- check around the area to see if the package was left on a neighbor's doorstep or in an out-of-sight place

- contact your local USPS to see if they have further information for you

Elisabeth Ashlie is not responsible for lost or stolen packages. We are happy to provide information on how your can recover your package, but it is out of our hands once the package is dropped off at the USPS.

R E T U R N S

How do I return an item?

Please check our Shipping + Returns page for return policies.

O R D E R S + P A Y M E N T

How do I cancel an order?

Send us an email to hello@elisabethashlie.com, with subject line: Cancel Order #(insert order #). Sending an email does not automatically cancel your order! If we haven't begun processing your order, we will walk you through the cancellation process. If the order has already shipped, you will need to ship the package back to us for a refund.

What methods of payment do you accept?

We accept PayPal, Visa, MasterCard, Discover, and American Express.

My credit card payment failed. What can I do?

Fraud prevention is very important, so your card likely failed due to a typo. Double check your billing address, zip code, credit card number, expiration date, and CVV. If all is correct and it still fails, email us at hello@elisabethashlie.com.

Can I apply a promotion code to an order I already placed?

If your order has not shipped yet and the promotion is still active, we will happily apply the discount. If your order has already shipped or the promotion has expired, we cannot retroactively apply the discount. Email us at hello@elisabethashlie.com.

C U S T O M E R C A R E

How can I create an account?

We highly recommend setting up an account! You can create an account with us here. You can also create one during the checkout process. When you create an account, you will be able to easily track your orders, view your order history, and store payment information for faster checkouts.

The item I want is out of stock. Will it be available again?

We try to restock as many items as possible, as quickly as possible. If an item is out of stock, you will see a box on the product page where you can input your email address to be notified when it is restocked.

Do you offer personal styling?

We would love to help you style your jewelry! Whether you're trying to pick jewels for a wedding or special event, want some pieces for every day wear, or anything in-between, we're here for you. You can send us photos and a quick explanation of what you need help with to styling@elisabethashlie.com and we will help you pick some items!

M A T E R I A L S + J E W E L R Y C A R E

What are your items made of?

Most of our items are made of plated base metals. Gold-plated, silver-plated, rose-gold plated and 14k gold dipped items. If you have metal sensitivities, email us and we will help you find something or create something that will work for you!

What are plated metals?

Plated materials mean that the item is made from a base-metal - brass or silver - with a thin layer of the color on top, either gold, silver, or rose gold. Plated materials are much more cost effective than 14k gold, pure gold, etc. However, since they have just a thin layer of the color over another metal, the top layer (the color you see) can and will fade overtime.

How should I care for my jewelry/get the most our of plated materials?

We recommend storing your jewelry in a jewelry box or other enclosed storage container. Try to avoid any contact with moisture, water, perfumes, aerosol sprays, and the like. Wipe them down after each wear. Plated metals will "turn" over time, so it's especially important to care for them! The "turning" process varies from person to person - much of it depends on what the item is exposed to and the natural oils on our skin. If there's a lot of moisture/oil, the item will turn much more quickly.