FAQs
PERSONALIZATION
To personalize your order, select the metal plating and enter your personalization in the text box. If the fonts are available you can add the font number you prefer. For now, we accept letters and numbers. However we can add simple symbols such as ★ , 🖤 . For any other customization, message us we will review your request.
SHIPPING & PRODUCTION
The production takes about 7-10 days (1-2weeks) upon ordering. Every item we make is custom made, carefully tested and well worth the wait. Expedited shipping upgrades do not change production time they only speed up the shipping process. To ensure the highest quality possible, this time frame is a must as there are a lot of steps involved in between.
DELIVERY
We are pleased to offer free worldwide delivery on all orders to all major countries, so the price you see is the price you pay, no matter where in the world you live.
- Domestic (US):
Emerlax ships using the USPS Mail services are used for standard shipping. Please allow 7-9 business days for delivery (7-10 days for AK, HI, and U.S. Territories).
We offer an expedited shipping 4-7 business days: USPS Priority Mail Shipping. Delays are possible if there are some problems with Mail services.
- International:
Emerlax will ship to any country; however, the shipping may be slower. Please allow 10-15 business days for delivery.
PAYMENTS
We accept all card payments via Visa, Mastercard, American Express and Discover. We also allow PayPal as payments processor, if you wish it as an alternative.
SECURITY & PRIVACY
We process all card payments through a third-party payment system called Stripe and therefore do not see or hold any of your payment information. The only information we receive is your name, delivery address and email.
RETURNS & REPLACEMENTS
If you are unhappy with your item for any reason at all, please contact us within 3 days of receipt and we will sort the issue for you. We guarantee a full replacement if your order arrived damaged or broken. Returns or refunds cannot be applied for late delivery.
WAREHOUSE
From the 1st of May 2020, we will move our production to California, USA. Therefore, all domestic orders will be shipped from our US factory, while international orders will be shipped from our international factory. Thank you for understanding, the quality of products will be even better and production more efficient.
TRACKING
You will be provided of your tracking once the package is dispatched. Please be aware that it won't be active until it arrives at your regional sorting center. Use the button "Track Order" in the header to see where your package is. You can track all domestic orders from the USPS site.
WHY MY TRACKING IS NOT UPDATING?
The tracking will update once it scanned at the sorting centre. The reason it may not update is because of the package on transit on the cargo, plane or any other transportation.
WHAT IF MY ORDER TAKES LONGER THAN 30 WORKING DAYS?
If your order takes longer than 30 days to arrive during the non-peak season, please contact us and we will resolve the issue for you.
WHAT IF MY ITEM IS NOT IN THE CONDITION AS DESCRIBED?
If your item has been damaged in transit, then we kindly ask you to contact us and we will resolve the issue for you.
DO YOU USE REAL GOLD, SILVER?
Yes, we use real 14K,18K,24K Gold and Sterling Silver to plate all our jewellery. For now, we don't offer filled gold, silver jewellery to online shopper, but we will test out some items soon
DO YOU OFFER INTERNATIONAL SHIPPING?
Yes, we operate globally and ship worldwide to all major destinations.
DO I HAVE TO PAY CUSTOMS AND/OR IMPORT CHARGES?
Emerlax cannot be held responsible for any custom charges made in your country. It is advisable to check the pricing guide at your local customs department if you think you may have to pay an additional fee. However so far, no customers paid any imports as we try to prevent that.