FAQ
FAQ for Hayley Elise Jewellery
Orders
All pieces are handmade to order with precision and attention to detail. Please allow 4-6 weeks for completion. Good things take time!
If your order is finished earlier than that, it will be shipped as soon as it’s ready.
Returns/exchanges
Since all pieces are handmade to order, all sales are final and no refunds are issued. You may exchange your piece only if it is unworn and in its original condition within 7 days of its delivery. If you wish to issue an exchange, please email customerservice@HayleyEliseJewellery.com to start the process. The piece must be shipped back in its original packaging and the customer is responsible for all insured shipping fees (i.e. the shipping costs to Hayley Elise Jewellery and the shipping costs back to you again).
Please note: Custom pieces are not eligible for returns or exchanges.
Shipping
Each order is sent out with complimentary insured domestic shipping in a discreet shipping box. All orders require a signature upon delivery- to insure that your order is safe in your hands.
International Shipping
International shipping costs apply to international orders outside of the US. Please note that the customer is responsible for all import taxes, customs and duties. Please email hello@HayleyEliseJewellery.com if you have any questions about international shipping rates.
Custom
I absolutely love doing custom projects. If you would like to request a custom piece or have any questions about my custom process please email custom@HayleyEliseJewellery.com. Please note that custom pieces are made especially for you- so they are final sale and not eligible for returns or exchanges. A 50% non-refundable deposit is required before the project is started.
Repairs/Sizing
Please know your ring size prior to ordering any rings! We suggest confirming your ring size prior to order completion (Believe it or not our ring size may fluctuate slightly depending on weather and humidity). If you are unsure of your ring size, please contact hello@HayleyEliseJewellery.com and we will be happy to send you a complimentary ring sizer. We want to guarantee that your ring fits!
Also note, some rings may not be resized or altered due to the nature of the design, so make sure to double check everything before placing your order.
If the ring is eligible for a resize, we will be happy to make the alteration for a cost. Please email customerservice@HayleyEliseJewellery.com to issue a resizing order.
For any reason that your jewellery needs repair from normal wear and tear it will be repaired at no cost. Normal wear and tear is covered for life, and will be deemed by Hayley Elise Jewellery. Each repair will be evaluated on a case-by-case scenario. To initiate a repair request please email customerservice@HayleyEliseJewellery.com.
Damaged/Missing goods
Customers have 48 hours to report missing or damaged pieces upon delivery. In the unfortunate event if a package has arrived damaged, please email customerservice@HayleyEliseJewellery.com immediately.
Cancellations/Changes
All requests for cancellations or changes of an order must be done within 24 hours of placing your order.
If you would like to cancel or make any changes to your order, you can only do so by reaching out to customerservice@HayleyEliseJewellery.com within 24 hours of placing your order. Because all pieces are made to order, once the production of your order begins it cannot be cancelled.
If you would like to make any changes to your order, you must email customerservice@HayleyEliseJewellery.com within 24 hours of placing your order. Again, once production has started, there are no changes or alterations made.
Please note: Custom pieces are not eligible for returns, exchanges, or cancellations.
Additional notes:
All Hayley Elise Jewellery pieces are handmade using natural materials such as gold and natural gemstones. Gold and gemstones are materials that have constant fluctuating prices. Due to the nature of their market, prices are subject to change without notice.
Also note that the natural gemstones may have slight color variations from stone to stone. But worry not! They will always look their best when they are sparkling in your hands.