FAQ
Please find below some of the most common questions. If you have any additional questions please e-mail us at info@emilyrusjewellery.com and we will respond as quickly as possible.
ORDER HELP
1.When will I receive my order?
If you have placed an order to the UK please note that standard delivery should take 2-4 working days, excluding weekends and national holidays. Once it is ready to ship out, you will receive an email notification with all of your tracking and shipping info.
2. Can I change or cancel my order?
Once the order has been placed, we are unable to make any amendments or cancellations to the order. If you do wish to return your order once you received it please see our Returns page for more information.
3. How do I track my order?
Once your order has been dispatched you will receive a shipping confirmation email which will include your tracking number. You will then be able to track your delivery using this tracking number.
4. What happens if my order is lost?
If your order has not arrived safely with you, please e-mail us at info@emilyrusjewellery.com as soon as possible so that we can resolve this further.
Once the parcel is marked as Delivered by the delivery service, we are not responsible for lost or stolen items and we cannot send any replacement orders.
5. How do I return a faulty item and what should I do if my item is damaged?
If you receive a faulty piece or the item is damaged, please e-mail us at info@emilyrusjewellery.com as soon as possible with your order confirmation number and the name of the item.
Please include a short description and a photo of the fault so that we can asses this situation further. We will keep you informed regarding the next steps.
6. How do I change my e-mail preferences?
If you would like to be notified about new product launches, exclusive offers, style tips and useful information about the brand, you can subscribe to our newsletters at the bottom of each page.
If you would like to unsubscribe, you can do this anytime via the “Unsubscribe” link on the bottom of each newsletter.
7. What payment methods are available?
For UK orders we accept all major payment methods including Visa, MasterCard, Maestro and American Express.
Warranty and Care
8. How do I care for my jewellery?
Please refer to our Materials and Care page for information on how to care for your jewellery in order to protect their durability.
9. My jewellery has tarnished, how do I clean it?
This can be easily removed using a special cleaning cloth that you can buy online here. The cloth removes tarnish and prevents it from happening again. To keep your jewellery beautiful please see our care instructions provided in the Materials and Care page.
10. What is your warranty policy?
We offer a one year warranty on receipt of a valid proof of purchase. Within this period, we would be happy to replace your piece at no cost if your jewellery suffers a breakage or tarnishing due to a manufacturing defect. Our warranty does not cover general wear & tear, damage from improper use or storage, loss and accidental damage.
Do drop us an e-mail at info@emilyrusjewellery.com if you have any questions about warranty and what is covered.
Shipping
11. Do you ship internationally?
At the moment we only ship to the UK but we do plan to offer international shipping in the near future.
12. What delivery options do you offer and what are the shipping costs?
For more information on delivery options to UK and shipping costs, please see our Delivery page.
13. Do you ship to a PO Box Address?
Please note that we are currently unavailable to deliver orders to PO Box numbers and British Forces Post Office due to safety reasons.
Returns
14. Do you offer exchanges?
Please note that we do not accept any exchanges, feel free to Contact us if you have any questions in this regard.
If you would like to exchange an item for another one, you can return the full priced item for a full refund and repurchase the item you prefer instead.
15. How do I return my item?
Our return period is 14 days within receipt of the order. Please note that all items that are sent back must be unworn and in their original packaging.
We aim to refund any returned items within 14 working days and will send you an e-mail once your refund has been processed.
Please see our Returns page for more information.