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Frequently Asked Questions
Frequently Asked Questions
Exclusivity Policy –
We aim to be as fair as possible when deciding on exclusivity. This is based on:
- The size of your town or city.
- The value and frequency of your orders over the past 12 months.
- The date of your most recent order.
If no orders are placed within 6 months, your area may be opened up for a new account.
Return & Credit Policy –
- Damaged or Faulty Items Upon Delivery
- If you receive any items that are damaged or faulty, please notify us by email within 7 days of receiving your order.
- Once we verify the issue, we will issue a credit to your account.
- Faulty Items Returned by Your Customers
- We offer an extended returns period of up to one season for faulty items returned by your customers.
- You do not need to send the items back to us. A clear photo of the fault emailed to us will suffice.
- Since we don’t require the items to be mailed back, we won’t credit postage costs unless previously discussed.
- Items We Cannot Replace
- We cannot replace items showing signs of tarnish or discoloration caused by perfume, sprays, or general wear and tear.
- Using Credit Notes
- Credit notes can be used on future orders with us.
- Please use them within 6 months of the issue date.
What Will I Receive with My Order?
- All orders include a selection of our branded cotton drawstring pouches, with the quantity depending on your order size.
- Beautiful branded gift boxes are also available for purchase at checkout.
- For your first order, you’ll receive a complimentary Eliza Gracious branded acrylic block. Additional blocks can be purchased by contacting us.
What is your delivery policy?
- Minimum order value is £200 with 2 per colour/style.
- We aim to deliver in 1-2 days.
- For UK mainland orders between £200-£400 the delivery charge is £10. Over £400 delivery is free.
- For Channel Islands, Isle of Wight, ROI, Highland and Islands our delivery charge is £15.
Do You Retail Online –
As the shift to online shopping continues, we are often asked by customers where they can purchase Eliza Gracious products online. We recognise the challenges that independent high street businesses are currently facing and firmly believe in the importance of supporting them.
What is our Jewellery made of –
Many of our jewellery pieces are crafted from alloy base metals that are entirely free from zinc, lead, and cadmium, ensuring quality and safety. Our resin designs are made from premium acrylic, and each season, we introduce collections that incorporate semi-precious stones, shell, glass, and freshwater pearls. For styles featuring suede or leather, we prioritise using the highest quality materials, which may occasionally include high-grade faux alternatives to maintain our commitment to ethical and sustainable practices.