FAQ

Is houseofelliott.fi a safe website?

Yes it is! Our platform is the secure e-commerce platform Shopify. The information you provide on our website will remain with us only and we will only use it for delivery purposes.

Are payments on houseofelliott.fi website secure?

Yes! Our payment services are offered by the secure Stripe, Klarna and Paytrail payment service providers. Thanks to SSL encryption, your payment and contact information will be kept secret.

My order has not arrived, what do I do?

If we have problems with your delivery, such as that the product you ordered has run out, we will contact you ourselves. However, if you believe an error has occurred with the delivery, please contact us by email or phone and we will investigate the situation!

Can I cancel my order?

You can cancel your order or return the purchased products within 14 days of purchase. Please contact us if you want to cancel your order or return the product.

I did not receive the product I ordered, what do I do?

Send the wrong product back to us, we will pay the postage when you use the return code. When the wrong product is returned we will send you the right product. Please contact us if you want to return or exchange the product!

How do I return a product?

Contact us within 14 days of the order date by e-mail (sales@houseofelliott.fi) and let us know that you want to return the products. Instructions for return can be obtained from us, but you can also find them on our website.

The jewelry I bought broke, what do I do?

Contact us if your jewelry is broken. All our jewelry has a 12 month guarantee. If your jewelry breaks down within 12 months, we will provide you with the same or a replacement product.

What does the 12 month guarantee cover?

Our warranty covers manufacturing defects and sudden breakage of the jewelry, for example, that a part of the jewelry has come off or its thread has been broken. The warranty does not cover intentionally broken products or products that have been broken due to the customer's negligence. For example, a piece of jewelry that has broken when dropped has not broken due to a manufacturing defect. On our website you will also find care instructions for pearl jewelry, which you can follow.

My jewelry has broken but the warranty has expired, what do I do?

Even if the warranty has expired, we offer our customers a very affordable repair service. For example, fixing a broken necklace will cost around € 20 if there are no materials missing. Please contact us if you want to repair your jewelry!

I am not satisfied with the quality of my jewelry, what should I do?

You can return the product without giving a reason within 14 days of placing your order. If there is a manufacturing defect in the jewelry (metal darkens, chain breaks, etc.), 12 warranty covers repair or new product.