FREQUENTLY ASKED QUESTIONS

For any additional questions, do not hesitate to write to us at contact@elizar.ch

Do you have a store I can visit?
No. ELIZAR is an online retailer. In order to eliminate the extra costs associated with physical storefronts (rent, insurance, staff), we currently only have an online store.
Is my personal information kept private?
We are totally committed to protecting your privacy. We will not disclose information about our customers or visitors to third parties except where it is part of providing a service to you – e.g. arranging for a product to be sent to you- e.g. arranging for a product to be sent to you, carrying out credit and other security checks and for the purposes of customer research and profiling or where we have your express permission to do so. For more information, please read our Privacy Policy in full.
I received a defective product, what should I do?

You can send an email to contact@elizar.ch

How can I protect my jewelry?
It is normal for a jewel worn daily to show signs of wear, because it lives to the rhythm of our lives. It is also natural for silver to tarnish. This is caused by air, pollution, perfume, salt water, chlorine, perspiration, and cleaning products. Some of our jewels are plated with a thin layer of rhodium which accentuates the brightness of the metal and slightly slows the oxidation process. However, nothing can prevent this natural phenomenon.

Make sure not to place your jewellery close to sources of heat, X-rays or other sources of radioactivity. Always remember to keep your exquisite item away from alcohol, cream, perfume, chlorine and water. For more information, please read our Care advices in full.

Is my jewel guaranteed?

All our jewellery has a one-year warranty covering any manufacturing defect. Please note that this warranty does not cover normal wear, oxidation, damage due to improper handling, abnormal use or intentional modifications.

Before any action, please send us an email with a photo of your defective jewel and the order number to the following address: contact@elizar.ch. Our team will get back to you within shortest time possible.

To benefit from this service, the presentation of your proof of purchase less than one year old is mandatory.

Is it possible to have my jewelry repaired out of warranty?

We offer you, as far as possible, a paid repair service, for any request, please write to us at contact@elizar.ch attaching a photo of your jewel.

Can I change an element of my order or cancel it?
Once your order has been validated, you can no longer cancel it.
How much does delivery and return cost?
To thank you for your order, we offer complimentary delivery. However, the shipping costs associated with returning the items are your responsibility. In case of refund, only the actual price of the item(s) purchased is refunded. The shipping costs remain the responsibility of the buyer. We advise you to return the products by registered mail.
Can I combine several orders?
Once your order has been validated, it can no longer be modified. It is therefore not possible to combine it with a new order.
How do I know that my return has reached you?

If in doubt, do not hesitate to write to us at the following address: contact@elizar.ch. We advise you to return the products by registered mail.

How can I return a purchase?

All complaints, requests for exchange or refund must be made by email to contact@elizar.ch within 15 days of the date of purchase.

You must adhere to the return process that we will communicate to you.

The products must be returned in their original complete packaging (packaging, gift box, pouches …), and – in perfect condition and accompanied by a copy of the original invoice.

Engraved and personalised creations cannot be exchanged or returned.

Will I have to pay customs duties, taxes, or other fees?
For shipments outside of Switzerland please note that customs duties, other local taxes, import duties or state taxes may be payable.
What if I have a question that hasn't been answered above?

We are always happy to help you with any questions you may have. Please just contact us at the following address: contact@elizar.ch.