FAQ

At Elsie May Studio we are dedicated to providing the best service and high quality products.

Please refer to the below for our most frequently asked questions, however if you have a further enquiry please drop us an email at elsiemaystudio@gmail.com.  

Why is jewellery material important?

At Elsie May Studio we are passionate about jewellery that will last, which is why we use stainless steel, PVD 18k gold plated pieces. 

PVD (Physical Vapour Deposition) is a thicker and more reliable method of coating, and ensures that your jewellery can withstand every day life; water, sweat & wear. 

Stainless Steel is known for its durability, it is harder to bend, tarnish or scratch. It is ideal for every day wear as it is waterproof and sweat-resistant. It is also naturally hypoallergenic so safe for more sensitive skin.

How should my jewellery be cared for?

To make sure your jewellery lasts, we recommend a few care instructions:

  • Avoid exposing to harsh chemicals like cleaning products, perfumes and lotions.
  • Clean regularly - wipe with a soft cloth to remove any dirt or oil.
  • Store your jewellery separately from other metals to avoid scratching. Keep it in a pouch or box when not in use.
  • Don't expose to heat - keep away from extreme heat or moisture as this can damage the plating and cause tarnishing.

What happens if it gets damaged or broken?

We are confident in the quality of our jewellery and therefore if your item arrives damaged or broken within the 1 year warranty period, contact us at elsiemaystudio@gmail.com with a photo of the item and your order number. We will assess the issue and arrange for a replacement at our discretion.

If the damage is due to customer neglect or external circumstance, we reserve the right to not offer a new one. We will always be transparent with you regarding our decision.

What happens if my parcel is lost?

We use reliable delivery services to ensure your items arrive on time and in perfect condition. However once your order has been dispatched and with the courier, it is out of our control. If you believe your parcel has been lost please contact us immediately with your order number. 

What is the warranty on jewellery?

We are confident in the quality of our pieces and offer the following warranty:

  • Damaged or broken? If your jewellery breaks due to a manufacturing issue within the 1st year of purchase (365 days from ordering) we will replace or repair it free of charge. If the damage is due to customer neglect or abuse, we reserve the right to decline replacement/refund.
  • Lost parcels: If your parcel is lost in transit, we will communicate with the courier to locate it and attempt to resolve the issue. Once we have been compensated, we will either resend or refund your order. We can also offer a gift card credit.
  • Fading: if the plating fades or comes off due to a defect within the first 6 months, we will replace the item or issue a gift card credit.