FAQ

Your jewelry is crafted with care just for you. Please allow 5 to 7 business days for production. Once it ships, you can expect the following delivery times:

Shipping (US): 4 to 9 days

Shipping (International): 10 to 20 business days

You'll receive a tracking email as soon as your order is on its way. During peak seasons, please allow a little extra time for our specialists to perfect your piece.

Yes, we ship to many countries. Rates and delivery estimates are shown at checkout. Import duties, taxes, and fees may be charged by your country and are the buyer's responsibility.

For holidays and peak gifting periods, please reserve more time than the standard production and shipping windows.

Email help@elyssienna.com as soon as possible. We can make changes only before production begins or before the order ships. Once a personalized item is in production, it cannot be changed or canceled.

We want to ensure you love your jewelry, so we make our return process simple. For any non-personalized items, you are welcome to a full refund to your original payment method within 90 days of the delivery date. If you have a personalized item, we offer exchanges or store credit for all eligible items within the same 90-day period. Please note that personalized items cannot be returned for a refund.

To be eligible, the item must be unworn, unaltered, and returned with all original packaging. To start a request, email help@elyssienna.com with your order number and, if reporting a defect, clear photos. We’ll reply with next steps and, when applicable, a prepaid return label.

Return shipping costs are the sender’s responsibility, except when an incorrect item was sent or a defect is verified under our warranty. In those cases, we cover the return shipping and the shipment of your replacement. Please allow up to 5 business days after the item is received for inspection. Approved refunds are issued within 10 business days; your card issuer may take additional time to post funds. Original shipping fees are non‑refundable.

Yes. All items include a 90‑day warranty covering manufacturing defects from the delivery date (for example, clasp failure, missing stones on arrival, or abnormal discoloration under normal use). This does not cover loss, theft, improper care, third‑party alterations, or normal wear to plated finishes. For approved defect claims within 90 days, we provide a prepaid return label and cover the shipment of your replacement.

You can also add our +$5 Lifetime One‑Time Warranty at checkout. See details below.

For $5 per item, you can add lifetime protection that provides a one‑time replacement for verified manufacturing defects at any time during the product’s life. This coverage can help with issues like breakage, abnormal color fading under normal use, or loosening of clasps or settings where applicable.

Exclusions include loss, theft, intentional damage, heavy chemical exposure, and general wear‑and‑tear. Shipping or handling fees may apply for replacements under the Lifetime Warranty. To start a claim, email help@elyssienna.com with your order number and clear photos.

Upload a clear photo when you order. A tiny lens inside the pendant displays the image when you hold it to light or view it with your phone camera. Close-up, well lit photos with the subject centered work best.

Choose high resolution photos with good lighting and a simple background. Keep one main subject centered. Avoid dark, blurry, filtered, or heavily edited images.

Please do not stitch photos together or upload collages. One photo per item gives the best result.

No. Upload a single, unedited photo. Collages, stitched images, screenshots, and filters reduce clarity and are not recommended.

Character limits and supported symbols vary by product. Please refer to the product page for exact limits and accepted characters for that item.

General guidance: keep text short and clear, avoid emojis and complex symbols unless the product page specifically lists them as supported.

To ensure a swift creation process, we do not offer digital previews. For text-based pieces, your personalization will be engraved exactly as you enter it. For photo items, our artists may make minor adjustments or cropping to best fit the design. Please double-check all photos and text before submitting your order.

Email help@elyssienna.com right away. If production has not started, we can update your order. Once production begins, changes are not possible. Personalized items are final sale.

Visit a local jeweler for the most accurate size. You can also use our online Ring Size Guide. Personalized rings are final sale, so please confirm your size before ordering.

All jewelry shows signs of wear with daily use. To keep your piece looking its best, store it dry, avoid perfumes and lotions, and take it off for swimming, showering, or workouts.

Gently wipe your piece with a soft, dry cloth to keep it shining. For a deeper clean, use a touch of mild soap and water, then dry it completely. To protect plated finishes, it's best to avoid harsh chemicals, abrasive cloths, and ultrasonic cleaners. We also recommend removing your jewelry before applying lotions, swimming, or working out. Storing it in a dry pouch or box will prevent scratches and keep it looking beautiful.

You will receive a shipping confirmation email with a tracking link when your order leaves our facility. Tracking can take 24 to 48 hours to update after the label is created.

Carrier scans may be delayed. If there is no movement for more than 5 business days, contact us and we will check with the carrier.

Contact us right away. If the order has not shipped, we can update the address. After shipment, we are unable to reroute packages. If an order is returned to sender, we can reship to a corrected address. Additional postage may apply.