Most frequently asked questions

Placing and Order

Once you place your order, you will receive an order confirmation immediately. Shortly afterwards, a Maison Ellem team member will reach out within 1–2 business days with order updates or a tracking number once your piece is ready to ship.

Lead times fluctuate because each piece is handcrafted and made to order. We carry very limited inventory of our core collections in order to maintain the highest level of artistry and care in every piece we produce.

  • General lead time: 4–6 weeks for most made-to-order items

  • Rings: 4–6 weeks, as we do not carry all sizes in stock

  • Custom pieces: 6–8 weeks once the final artwork has been approved

If you have a deadline or urgency, please contact us at [customercare@maisonellem.com] and we will do our best to accommodate your delivery requests, depending on production timelines and availability.

You may cancel your order within 24 hours of receiving the lead time notice. If we do not hear from you within 24 hours, production will proceed and our return policy will apply.

Returns & Exchanges

We gladly accept returns on catalogue items within 14 days of delivery, provided the piece is unworn, unaltered, and in its original packaging and condition.

 

Made-to-order and custom engraved items cannot be returned or exchanged, and we do not accept returns on pierced earrings for hygiene reasons.

 

If your piece is faulty or damaged upon delivery, please contact us immediately at [customercare@maisonellem.com] and we will be happy to resolve the issue. Repairs for damage due to accidental breakage or wear and tear may incur a small service fee.

Refunds will be processed once we have received and inspected your return. The amount will be credited back to the original form of payment. If your original payment was made in cash, a company cheque will be issued instead. Gift recipients may be eligible for merchandise credit.

Payment Methods

We gladly accept all major credit and debit cards, including Visa and Mastercard, as well as convenient payments through Apple Pay and Google Pay.

We do not accept cash on delivery or other alternative payments. All transactions must be processed through a secure, encrypted gateway at the time of purchase.

Yes — we use SSL encryption and a secure payments gateway to process transactions safely and protect your financial information.

Your payment is processed immediately upon placing your order. If you have any questions about your transaction or need help, please contact us at [customercare@maisonellem.com].

Shipping and Delivery

Maison Ellem jewellery travels all over the world, and we’re happy to send your desired jewellery on an international journey. Shipping is free of charge.

Please note that our jellewery pieces may attract additional charges for customs and taxes
when shipping overseas. These are not included in your order and Maison Ellem is not
responsible for calculating these.
If you have any questions about shipping, please feel free to contact us for advice.

Catalogue items in stock typically ship within 1-2 business days. If your item is out of stock,
we will reach out to you to confirm the lead time. The typical lead time for custom pieces is
about 4-6 weeks. If you’re hoping to have something by a specific date, please reach out to
us before placing your order to confirm.

Gifting

Your order will be elegantly wrapped in our signature packaging: a luxurious jewellery box,
being packaged carefully within an outer box.
We can also include a personalized note for you! Please make a note at checkout of what
you’d like your note to read.

We’re happy to exchange or offer credit note for any gift within 14 days of receipt of delivery.
All returns and exchanges must be accompanied by a receipt or order confirmation number.

Product Enquiries

All our jewellery is made from 18k gold, and is perfectly suitable for everyday wear, including
showering. We do not recommend wearing any of your jewellery in a chlorinated pool, as
chlorine is corrosive to all metals and stones.
For care instructions for a specific item, please contact customercare@maisonellem.com

Apply makeup, perfume and hair spray before putting on jewellery, and do not wear your
gold or enamelled pieces in a swimming pool. Chlorine can damage gold, causing it to pit or
become brittle. Gold pieces can be polished by your local jeweller.

We’d love to help keep your Maison Ellem jewellery beautiful. Please contact us for further care advice or to arrange a re-finish or repair.

As jewellery lovers we all know how important your jewellery is. We’re happy to help you.
Please email us at customercare@maisonellem.com to give us more details about your
repair needs.

We’d love to help keep your Maison Ellem jewellery beautiful. Please contact us for further care advice or to arrange a re-finish.

Yes, we can customize the length of almost any necklace or bracelet. Please contact us at
customercare@maisonellem.com with your request.

custom pieces

Custom pieces have a lead time of about 6-8 weeks. If you need something by a specific
date, please feel free to reach out to us, and we’ll try our best to accommodate your request.

Absolutely! Depending on the piece, engraved initials, dates, and even phrases or symbols
may be possible to add. Please contact us with your ideas.

Discover Maison Ellem's 18k gold pieces, adorned with diamonds and precious gemstones, designed to celebrate your unique journey.

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