Frequently Asked Questions

Q: How do I place an order?

A: Browse the jewelry available on Elnovaire, open the product page for the item you would like to purchase, and select any available options, such as size, color, or style. Add the item to your cart and proceed to checkout to provide your shipping and payment information.

After your payment has been successfully processed, an order confirmation will be sent to the email address provided at checkout. Please review the confirmation and contact us promptly if any information is incorrect.

Q: Can I change or cancel my order?

A: Contact us at service@elnovaire.com as soon as possible and include your order number and the requested change. We will make reasonable efforts to assist before the order enters processing, packaging, customization or production, or shipment preparation.

Changes or cancellations cannot be guaranteed after any of those stages has begun. Once an order has shipped, it cannot be canceled, but an eligible item may be returned after delivery in accordance with our Return & Refund Policy. If a cancellation is approved, we will generally initiate the refund to the original payment method within 5 business days after confirming the cancellation; your payment provider may require additional time to post the funds.

Q: How can I track my order?

A: Once your order has shipped, we will send a shipping confirmation email containing the available tracking number or tracking link.

Tracking information may not appear immediately after shipment. Please allow the carrier time to scan the package and update its tracking system.

Q: When will my order arrive?

A: Orders are typically processed within 1-3 business days after payment and order details have been confirmed. Personalized, engraved, resized, or made-to-order items may require an additional 2-5 business days before shipment where applicable.

Unless a different delivery range is clearly displayed at checkout, standard delivery is estimated at 7-12 business days after dispatch. These timeframes are estimates rather than guaranteed arrival dates. Please review our Shipping Policy for destination-specific information and possible delay factors.

Q: Where will my order be shipped from?

A: Orders may be fulfilled from facilities operated by us or by our fulfillment partners, depending on product availability and the delivery destination. The shipping origin may therefore vary between orders and may be outside your country or region.

Q: What should I do if my order is damaged, defective, incorrect, or incomplete?

A: Contact us at service@elnovaire.com as soon as possible, preferably within 7 calendar days after delivery. Include your order number, a description of the issue, and clear photographs or videos of the jewelry, its packaging, the shipping label, and any missing or damaged components.

If the item is confirmed to be damaged, defective, incorrect, incomplete, or materially different from its product description, we will provide an appropriate replacement, refund, or return solution at no additional cost to you. Reporting an issue after 7 days does not limit any rights that cannot lawfully be excluded.

Q: What is your return process?

A: Eligible products may be returned within 30 calendar days after confirmed delivery. Before sending any item back, review our Return & Refund Policy and contact service@elnovaire.com with your order number, the item you wish to return, the reason for the return, and photographs or videos where relevant.

If the return is approved, our customer support team will provide the applicable return instructions and return warehouse address. Do not send returns to our business registration address unless customer support specifically confirms that address for your return.

Q: Who pays for return shipping?

A: Customers are generally responsible for return shipping costs for eligible preference-based returns. If an item is confirmed to be damaged, defective, incorrect, incomplete, or materially different from its product description, we will provide an appropriate solution without requiring you to bear additional return costs resulting from our error.

Q: How and when will I receive my refund?

A: After a returned item is received, we will inspect it and generally initiate any approved refund to the original payment method within 5 business days. Your bank, card issuer, or payment provider may require additional time to post the funds. Shipping charges, customs fees, and other non-product costs are handled as stated in our Return & Refund Policy.

Q: What if my tracking is delayed, shows Delivered, or the package appears lost?

A: Contact service@elnovaire.com with your order number and tracking details. We will review the available records and, where appropriate, assist with a carrier investigation. A customer claim will not be rejected solely because tracking shows "Delivered"; the circumstances and available evidence will be reviewed before an appropriate resolution is determined.

Q: Which payment methods are accepted?

A: The payment methods currently available for your order will be displayed at checkout. Options may vary depending on your country or region, billing currency, device, order value, and the payment providers supported by our store.

All payments are subject to authorization, identity verification, and fraud-prevention screening by the applicable payment provider.

Contact Us

If you have any additional questions, please contact Elnovaire at:

Email: service@elnovaire.com