FAQ

Please log in to your account first. Then, go to [ACCOUNT] in the upper right corner to view your order history.

An order may be cancelled if payment has not been completed, the item is out of stock, order information cannot be verified, or production cannot proceed due to product availability or other circumstances.

If your order is cancelled, please check your order status in [ACCOUNT] or contact us for further assistance.

Order cancellations are only available within the eligible cancellation period.

Once the item preparation or production process has begun, cancellation may no longer be possible.

Selected pieces may be available for customization depending on the material, stone, size, and product design.

Customization is subject to the structure of the product and production availability. After consultation, we will provide details regarding the estimated price and production period.

For customization inquiries, please contact us through by email at info@etelle-paris.com

In-stock items are usually shipped within 2–5 business days.

Made-to-order items may require additional production time, and the preparation period may vary depending on the product.

Please refer to the product detail page or individual guidance for the most accurate schedule.

Design changes are generally not available after an order has been completed.

In particular, once production has begun, changes or cancellations may be restricted. Please check all options and sizes carefully before placing your order.

Delivery usually takes 2–5 business days from the date of purchase. Delivery time may vary depending on stock availability and product demand.

For custom-made pieces, production usually takes approximately 15–30 business days. The production period may vary depending on the product design. Once production has begun, option changes, order cancellations, exchanges, and returns are not available.

Etelle offers free shipping on all orders within the EU.

Etelle offers free shipping within the EU on orders over €200.

We offer shipping to all EU countries.

If you would like to change your shipping address, please contact us by email to info@etelle-paris.com as soon as possible with your updated shipping information. Once your order has been shipped, we are unable to change the delivery address.

You can track your delivery using the tracking number sent to you via email when your order is shipped.

You have 14 days* to return your order.

The following items are not eligible for exchange or refund:

• Custom-made or engraved pieces
• Earrings and other items that cannot be resold for hygiene reasons
• Items showing signs of try-on, wear, or use
• Items with damaged packaging, removed stickers, missing components, or damaged components
• Items that have been deformed, contaminated, scratched, or damaged due to customer negligence

Please note that minor scratches, surface bubbles, solder marks, slight differences in plating color, and natural variations in the color, tone, size, or inclusions of stones may occur during the jewelry-making process. These are not considered product defects and are not eligible for repair service, exchange, or refund.

If a product defect is found, please contact us in advance within 14 days of receiving your order, including the date of receipt, at info@etelle-paris.com. Your request must include clear photos of the product and proof of purchase, such as a warranty card or receipt.

Send an email to info@etelle-paris.com with your order number. Once the order has been shipped, it will not be possible to cancel it. You will have to request its return once received.

Customers may request a return within 14 days of receiving their order.

We do not offer direct exchanges. If you would like to change the size, color, or model of your item, please return the original item for a refund in accordance with our Return Policy and place a new order for your preferred item.

Any return shipping costs associated with returns made for reasons of personal preference, such as size, color, or model, are the responsibility of the customer unless otherwise agreed by Etelle.

For more detailed information regarding shipping, returns, and refunds, please visit our Shipping & Returns Policy at:

Customer Service Policy

Please note that minor scratches, surface bubbles, solder marks, and natural variations in stones, including differences in color, tone, and size, are not eligible for repair service, exchange, or refund.

If a product defect is found before wearing the item, please contact us in advance within 14 days of receiving your order, including the date of receipt, at info@etelle-paris.com. Your request must include clear photos of the product and a warranty card or proof of purchase.

After internal review, if the defect is approved, a refund will be processed according to our approval procedure. For confirmed defective items, a full refund, including shipping costs, will be issued.

Items sent without prior contact or consultation may be returned to the sender.

Refunds are processed within 10 business days after the returned item has been received and inspected. The actual refund posting time may vary depending on your card issuer or payment provider.

Please send an email to info@etelle-paris.com specifying your order number and the problem encountered. Do not hesitate to attach photos if necessary.

Items sent without prior contact or consultation may be returned to the sender.

Return shipping costs for exchanges or refunds due to a change of mind are the responsibility of the customer. If the exchange or refund is due to a confirmed product defect, shipping costs will be covered by Etelle.

Each Etelle piece is delivered in our signature box and pouch, along with a warranty card.

For gifting, a separate jewelry gift box is available for purchase as an optional add-on.

Unfortunately it is not possible to add a note to your order.

A shopping bag is not included by default.

If you would like to receive a shopping bag with your order, you may select it as an additional option on the product detail page before completing your purchase. Please note that the packaging components may vary depending on the option selected.

Etelle jewelry is crafted using materials such as Sterling Silver 925, 14K Gold, 18K Gold, and lab-grown diamonds, depending on the product. You can find detailed information about the materials and stones used on each product detail page.

The diamonds used in Etelle jewelry are analyzed by the International Gemological Institute (IGI) and evaluated according to the 4C standards of diamond grading.

Etelle uses only lab-grown diamonds in E–F color and VVS–VS clarity grades.

The main difference between lab-grown diamonds and natural diamonds is the way they are formed. Lab-grown diamonds are created in a laboratory, while natural diamonds are formed in the earth over time.

Lab-grown diamonds are 100% real diamonds and have the same chemical composition, hardness, brilliance, and sparkle as natural diamonds.

Design changes and size adjustments are generally not available in order to preserve the quality, structure, and stability of each piece.

Sterling Silver 925 is made of 92.5% pure silver and 7.5% alloy. It preserves the clear, soft shine of pure silver while offering improved durability and stability, making it suitable for jewelry.

Plating is not a permanent finish and may naturally wear over time depending on wearing habits and storage conditions.

Pieces that come into frequent contact with the skin or hard surfaces, such as rings, may experience plating wear more quickly due to repeated friction.

After wearing, gently wipe the piece with a soft cloth and store it properly to help maintain its clean shine for longer.

Etelle jewelry is carefully finished through a nickel-free process, taking skin sensitivity into consideration.

However, reactions may vary depending on individual skin condition and metal sensitivity. If you have a severe metal allergy, please check the material information carefully before purchasing.

Sterling Silver 925 pieces are finished with plating to enhance their shine and refined color. The plating is not permanent and may naturally wear over time depending on wear, skin condition, storage, and friction. Please avoid silver cleaners, polishing products, abrasives, strong chemical cleaners, ultrasonic cleaning, and steam cleaning, as they may damage the plating or stone setting. It is also essential to avoid putting your jewelry near any source of heat or moisture.

For more detailed information, please refer to our Material and Care Guide

Etelle’s Gold pieces are crafted in 14K or 18K gold. To maintain their shine, please avoid strong impact, repeated friction, chlorine, swimming pools, hot springs, and strong cleaning agents. Never use chemicals to clean your pieces, such as washing-up liquid or make-up remover.

For more detailed information, please refer to our Material and Care Guide

If staining or dirt occurs, gently clean only the affected area with a soft cloth dampened with lukewarm water and a small amount of mild soap. After cleaning, remove any soap residue and dry the piece completely before storing.

Please avoid silver cleaners, polishing products, abrasives, ultrasonic cleaning, and steam cleaning, as they may damage the plating layer or stone setting.

For more detailed information, please refer to our Material and Care Guide

After the warranty period, repair services are available at an additional cost. All repair fees and round-trip shipping costs are the responsibility of the customer.

For replating or repair inquiries, please contact us by email at info@etelle-paris.com with clear photos of the item’s condition.

If you would like to request replating or repair service, please contact us by email with clear photos of the item and your proof of purchase. After reviewing the condition of the item, we will provide further guidance by email. info@etelle-paris.com

After the warranty period, repair services are available at an additional cost. All repair fees and round-trip shipping costs are the responsibility of the customer.

For replating or repair inquiries, please contact us by email at info@etelle-paris.com with clear photos of the item’s condition.