FAQ

We are trying our best to answer all your questions within 24 hours on business days!

PLACING AN ORDER

Which payment methods does Eline Rosina accept?
You can pay safely with us using iDeal, PayPal, Creditcard, Apple Pay, Klarna, Bancontact, Mister Cash and Bank transfer.

I did not receive the discount code from the news letter.
There is a chance the email with the discount code ended up in your spam folder, or perhaps you have entered an incorrect email address. If both of these are not the case, please send an email to customerservice@elinerosina.com and we will help you out!

How do I know when a product is back in stock?
When the item you like is sold out submit your mail address by clicking 'Remember me by email' to get notified when your favorite item is back in stock!

When I’m at check out, it is indicated that the item is not in stock.
The item you’re trying to purchase is probably low in stock and there is a chance that several people have the same item in their shopping cart. Delete caches on your computer and try again! 

How can I use a gift card or discount code?
After you have found all your favorite items, click 'View cart'. Now you can see your shopping cart overview and you can enter your gift card code or discount code.

I did not receive an order confirmation, did my order come through?
There is a chance the confirmation email ended up in your spam folder, or perhaps you have entered an incorrect email address. If both of these are not the case, please send an email to customerservice@elinerosina.com and we will help you further!

Can I order a single earring or pendant?
It is not possible to order single earrings and/or separate pendants, unless stated differently on our website (all items single pieces and all Mix & Match items are sold per piece). 

Can I change or cancel my order?
It is not possible to change or cancel your order. Please make sure to always check your order and details carefully before confirming. 

Can I write a message with my order?
In your shopping cart overview you can add a note to your order. At the bottom of the page you will find a field that says 'Special instructions for seller’. 

Do you sell gift cards?
Yes, we do offer gift cards! You can find the gift cards in our menu at the heading categories or at gifts. You can choose a digital gift card or a hardcover gift card. You will receive the digital gift card directly in your mailbox and is available in €10 €25, €50, €75 and €100. The hardcover gift card will be shipped by mail and is available in €25, €50, €75 and €100. 

How do I know which ring size to order?
We created a ring size guide to help you find the perfect size. We also added a sizechart at every productpage of the rings. Download our ring size guide!

SHIPMENT

I entered a wrong shipping address
Unfortunately, it is not possible to change the shipping address once the order is completed and processed. You can always send an e-mail to customerservice@elinerosina.com and we will try our best to change the shipping address before your order is processed but there are no guarantees. 

What are the shipping costs?
The Netherlands & Belgium
We offer free Standard Shipping on all orders to The Netherlands over €50,-. A shipping fee of €2.95 applies for orders under €50,-.

Europe & United Kingdom
Orders wihtin Europe and in the United Kingdom are shipped for free from €100. A shipping fee of €6.95 applies for orders under €100. Duties and taxes assessed by customs are the responsibility of the customer.

International
We offer free Standard Shipping for orders over €150 outside Europe.  A shipping fee of € 14.95 applies for orders under €150. Duties and taxes assessed by customs are the responsibility of the customer.

How long does it take to receive my order?
Check out all information on shipping here. 

I did not receive my package. 
Please check the estimated delivery time for your country here. If this period of time has expired, please check if the shipping address you provided is correct. Dutch packages come directly through the mailbox, so it is also useful to check if someone else has put the package away for you. If none of these is the case, contact our customer service at customerservice@elinerosina.com and we will help you out!

MY ORDER

I received the wrong items. 
Please email us at customerservice@elinerosina.com and make sure to add your order number and a photo of the items you received. We will work it out for you!

I can not find the backs of my earrings.
You can find the backs of your earrings underneath the black cushion in the jewelry box. 

When the price of an item I bought changes, is it possible for me to request a refund?
We occasionally have a discount promotion, this is influenced by our stock, trends, supply and demand. Unfortunately, in these cases it is not possible to receive the difference in price as a refund.

RETURNS & EXCHANGE

How can I return my package?
You have the right to return your order up to 14 days after receiving your package. You don't have to inform us about this by email. You can find our return instructions here.

Please note that without a name or order number on your return parcel your return will not be processed!

I want to return a gift card or a product paid with gif
It is not possible to exchange a gift card or products paid with a gift card for money. If you want to return a product that has been paid with a gift card, you will receive gift card credit in return. 

Can I return a sale item?
We use the same conditions for regular items and sale items. 

How long will it take for my return to be processed?
As soon as our distribution center has received the return package, it will be processed. It is then immediately refunded to the account with which the order was paid. It may take a few days for the refund to be visible on this account. 

I am not satisfied with an item purchased from a retailer
We would like to refer you to our retailer. Since you bought the item(s) here, they are the ones who are responsible for solving this problem.

Can I request a refund if the price of a previously purchased item changes online?
We occasionally have a single promotion with a discount, this is affected by our stock, trends and supply and demand. Unfortunately, it is not possible to receive the difference in price back.

GUARANTEE

For how long are products guaranteed?
Earrings and necklaces are guaranteed for 6 months, counting from the day of purchase in our webshop. Rings are guaranteed for 1 year. If you want to make a guarantee claim, contact us at customerservice@elinerosina.com and add the following information: Order number, full name, photo/video with proof of defect together with a brief explanation. Each case is assessed individually by us.

Please refer to our Guarantee Policy for more information. 

What to do if I have received a broken item?
If something is broken or damaged upon delivery, you have to notify us no later than 3 days after delivery. Contact us at customerservice@elinerosina.com and add a photo of the faulty item and your order number.

Please note that we cannot be held liable when you contact us later than 3 days after delivery.

CARE

How do I ensure that my jewelry stays in good condition?
Read all about taking care of you jewelry on our materials & care page!

Can I swim or shower with my jewelry?
Our earrings and necklaces are made of high-quality (18K gold plated) 925 sterling silver. If you want to enjoy wearing your jewelry as long as possible, it is recommended not to shower or swim with the jewelry and to be careful with perfume and other substances that can affect the jewelry. Please make sure to read our materials & care page on all do’s and don’ts to keep your jewelry in perfect condition!

COLLABS

I have got a question about collaborations
For questions about collaborations you can contact Veerle at veerle@elinerosina.comShe will get in touch with you as soon as possible!

WHOLESALE

I am interested in selling Eline Rosina
For questions about wholesale you can contact our Wholesale manager Esra at wholesale@elinerosina.com. She will get in touch with you as soon as possible!

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