Shipping & Returns
Keeping it simple and secure!
Local customer pick-up
We urge our local customers to come pick up their order from our main office at 347 A, Galle Road, Kollupitiya, Colombo 3, Sri Lanka. Please note that we will not be shipping any items from our store to our local customers. We will send you an email notification with details of the completed order as soon as your order is ready so that you can come pick it up on a regular business day Monday through Friday from 9am to 5pm Sri Lankan time. You can message us on Whatsapp anytime within our office hours at +94777866535 if you have any questions regarding pickup.
Please email us at firstname.lastname@example.org or message us at +94777866535 if you want us to make special arrangements to deliver your package.
Shipment Confirmation e-mail
We will send you an email notification once we ship the package to you. It will contain the confirmation of shipment, delivery details and order tracking number. Depending on your inbox security our email confirmations might be received by your SPAM or Junk mail box. Please make sure you check your SPAM or junk emails regularly for emails from us. Add our email address ‘email@example.com’ so that you can receive our emails directly to your inbox.
Collecting your order
We will be shipping your item through registered post to the shipping address provided by you at the time of purchase. Depending on import laws of your country the item may be detained at your customs or your post office till you pay custom duties. Please note that we are not liable to pay any customs duties imposed by your country on the product you are importing. Our shipping cost includes shipping and handling. All shipping fees are in USD. For your security, all our orders require a reliable adult signature upon receipt.
Special shipping /delivery requests
If you want your order to be delivered through over-night mail or express mail, please let us know your delivery requests through e-mail at firstname.lastname@example.org. However we will charge you for all special delivery requests.
How long will it take for you to receive your order?
Once you place your order with us, we will make our best efforts to make and deliver it to the shipping address provided within 21 working days (3 weeks).
If you place your order before the cutoff time on a regular business day (Monday through Friday), your order will begin processing that day. If you place an order on a holiday, Saturday or Sunday, or after the cutoff on a regular business day, your order will begin processing the following business day. All orders will be shipped from Sri Lanka on Fridays.
Kindly keep in mind that due the high value nature of the items being shipped, all products go through an intense, highly secure screening, packaging and delivery process before they get delivered to you. Various processing take place at numerous governmental and non-governmental authorities that require time and patience. Delivering flights may get delayed due to weather and other conditions.
Your order may be opened and searched by customs authorities when entering the destination country. Please note we are unable to provide specific advice on customs duties or tariffs. Please note that the recipient of the product is responsible for all customs duties or tariffs incurred in the country to which the products are shipped.
If we cannot keep to our delivery time frame and your product gets delayed due to some uncontrollable reasons, we will inform you immediately of the delay and keep in touch with you every step of the way till you receive it.
In the event that your order can't be shipped, we'll contact you within 2 business days to let you know why your shipment has been held up.
In light of the precious high valued nature of the products being handled, we ship all our products fully insured to our customers.
Shipping to Alternate Addresses
As a security precaution to protect our customers against fraud, when you order merchandise to be delivered to a destination other than your billing address, we will contact you and/or your bank to double check whether the payment has been authorized by you.
Your items will be placed in a beautiful red velvety jewelry box inscribed with our company logo.
Return policy comes in to effect when you want to send back a product that you purchased from us and want a refund. We have a 15-day return policy. The 15 days start from the date you received the order. If you need to return the order please contact us immediately at email@example.com to obtain an ‘EJ Product Return Code’.
We urge our local customers to return items to our main office at 347 A, Galle Road, Colombo 3, Sri Lanka in person.
Our international customers are urged to use a secure postal carrier in case of a return. When shipping back a return, we recommend that you securely package your items in original packing materials, fully insured. We are not responsible for lost or stolen articles. Returns without a ‘EJ Product Return Code’, returns sent C.O.D. (cash on delivery) ie any payments required by us to receive the order, improperly packed or uninsured packages will be refused upon receipt. Returns with missing paperwork or product will not be processed. Elizabeth Jewellers reserves the right to charge your credit card for any fees we incur at time of package receipt. To avoid additional charges, we recommend sending your return via a dependable, secure carrier.
Please note that we will be charging you a non-refundable fee of 8% (of product price at the time of purchase) for all returns due to return processing and melting.
If you had a sudden change of mind and want to cancel your order, please contact us immediately or within 12 hours at firstname.lastname@example.org with the order number.
We will attempt to accommodate order changes to the extent possible prior to shipping confirmation. Some changes will result in a shipping delay. We are unable to accommodate changes or cancellations on special order requests and/or orders that have already shipped. If your order has already shipped, please contact us to set up a merchandise return once you have received the shipment.
If you cancel your order within 12 hours, we will give 100% of your money. Elizabeth Jewellers reserves the right to cancel any order that appears suspicious or fraudulent. All fraudulent transactions will be reported to proper authorities. How to Prepare a Return or Exchange
To return a gemstone or a jewelry item to Elizabeth Jewellers, follow the below process:
- Your Return Authorization: Write to email@example.com and obtain an EJ Return Code. For all returns, write this code on the back of your original invoice or on another piece of paper prominently. Place the EJ return code inside the box you are returning.
- Package Your Return. We recommend you use the original shipping box, including all original packaging and collateral material. For security reasons, do not write ‘Elizabeth Jewellers’ anywhere on the outside of the box.
- Insure Your Package. We are not liable for any lost or stolen articles.
- Return any/all of your items purchased from us to the following return Address:
347 A, Galle Road, Kollupitiya, Colombo 3, Sri Lanka.
What happens after we receive your return/exchange?
Once your return is received into our system, you will receive a confirmation email. System processing occurs Monday through Friday. Please allow our team two business days, up to 48 hours, once the carrier arrives to receive product into our system. Failure to obtain a Return Authorization code, or include Diamond/Sapphire Grading Report(s) can delay receiving your return.
Once entered into our system, your return must be inspected by our Quality Assurance team. Please allow 10 business days for this process. If there are any questions regarding your return, we will contact you. Once inspection is complete, your return will be fully processed. For refunds, please allow an additional 2-4 days.
If you are expecting a return shipment, you will receive a shipping confirmation the day of the outbound shipment.
Currently we offer two types of flat shipping rates:
1. International shipping and handling -within 20 days delivery time at charge of U.S.$ 47
2. International shipping and handling -within 31 days delivery time at charge of U.S.$ 32
You may notice longer shipping times as we make to order.
The above mentioned rates are applicable for all shipments made via EMS. If the destination country cannot be reached via EMS, we will use fully insured Registered Post to make the delivery.
You may also request the use of Fedex at a minimum charge of U.S.$ 150 for your shipment. Please contact us at firstname.lastname@example.org to make this arrangement.
Shipping charges, including Special Handling and any other related costs, are non-refundable. Please do not ship returns C.O.D. If you receive any portion of your order damaged, please contact us prior to returning the items. Elizabeth Jewellers will not reimburse you for unauthorized shipping expenses incurred. Please retain all shipping materials for inspection.
If we request that you return the merchandise to us, we may reimburse you for full or partial return shipping expenses at our discretion. We will not reimburse you for overnight, express or other special services used at your discretion.
The recipient of the product is responsible for all customs duties or tariffs incurred in the country to which the products are shipped.
Title in any products ordered from us does not pass to you, the purchaser until we have received and processed a valid payment, and that payment has been made into our own bank account and your order has been shipped.
We reserve the right to delay or refuse orders where a transaction contains incomplete details or details that cannot be verified or where fraud is suspected.
Credits to Your Charge Card
Credit card purchases, will be refunded against the credit card or account used on the original purchase. Please allow up to 2 weeks from the date that Elizabeth Jewellers has received your return for your account to be credited. You may wish to contact your credit card company on posting guidelines as they can vary. If you made a purchase using a bank wire your refund will take approximately 3 weeks from the date of the return's receipt. Bank wire refunds are posted against the original account they originated from.
Changes in Product Pricing
We make every effort to ensure that the pricing displayed on our website is correct. However, if a posting error was found on our website we reserve the right to either cancel your order or contact you to make arrangement for the sum due or refund.
We reserve the right to alter the entire product pricing without notice, depending on the fluctuations in the world prices of gold and gemstones.
Weight displayed may vary slightly with the final products. We always guarantee that you will receive a product worthy or worth more than the value you paid for it.
Elizabeth Jewellers shall not be liable for delay or failure to perform any obligation under these Terms and Conditions if the delay or failure is caused by any circumstances beyond our reasonable control, including but not limited to, acts of god, war, civil disorder or industrial dispute.
These Terms and Conditions shall be interpreted, construed and enforced in accordance with and shall be subject to the exclusive jurisdiction of the Srilankan Courts and/or relevant international courts.