FAQS
FAQS
Please see some of ELE4ORCE’s most frequently asked questions below.
Can’t find the answer you’re looking for? You can talk to someone from our customer care team using any of the options below.
Call: 1300 170 581
Live Chat:
Email: Customercare@ele4orce.com
ORDERING
Each of our pieces are handcrafted to order. In the product description for each style, ELE4ORCE provide an estimate production time of approximately 21 business days, or we’ll advise if an item is available for immediate dispatch
If your order hasn’t been dispatched as advised, we are able to amend your personal details, such as your shipping address. Unfortunately, ELE4ORCE cannot modify the contents of your order in any way, such as changing size, or adding products. To do this, we will need to cancel your order, and you will have to make a new order with your desired amendments. Please contact our Customer Care team via Customercare@ele4orce.com
ELE4ORCE accepts Visa, Mastercard, American Express, PayPal, and AfterPay.
Yes, ELE4ORCE offer AfterPay online, and in-store.
Firstly, please check that you are entering your email address at the start of the checkout process and not your phone number, as AfterPay is linked to your email. If this doesn’t fix it, ELE4ORCE recommend contacting AfterPay on 1300 100 729 for Aust, 0800 461 268 for NZ, and 855 289 6014 for USA customers for assistance.
Yes, you can purchase them here (https://ele4orce.com/gift-voucher) and select your amount. The gift card can only be used online. If you would like a gift card to use in-store, please contact our Customer Care team for more info Customercare@ele4orce.com
At ELE4ORCE, we generally do not discount our products as they are crafted to order. If we do offer a discount or sale promotion, ELE4ORCE will advise customers via our newsletter and social media channels.
When you have placed your order, you will receive an order confirmation via email or text with the details of your order. If you order contains styles that are listed as “crafted to order” in the product description on the website, please refer to the production time listed i.e. “5 business days”. Once your order has been made and is ready to be dispatched, you will then receive an email or text notification with the tracking information. Please contact our Customer Care team via phone, email or live chat, during Australian business hours (Sydney, NSW +10 AEST)
Firstly, please check your SPAM/Junk folders in your email, as sometimes our order confirmations can appear there. Otherwise, please ensure the contact information you gave us to ensure it is up-to-date and correct. Once checked, please email our Customer Care team at Customercare@ele4orce.com and WE will be able to assist you and confirm your order.
No, unfortunately ELE4ORCE do not facilitate phone orders
If you have provided your email address with your order, you will receive an automatic email with the tax invoice/receipt for your purchase. If you have only given us a mobile number, WE are unable to send you the tax invoice via SMS. Please contact us via (insert email) with your name, email, and order number, and our team will be able to provide you with your tax invoice.
DELIVERIES
Our shipping confirmation email or text notification will advise you of your parcel’s courier and tracking number. Please use this to track your order via the respective courier’s online tracking service. For all international orders, ELE4ORCE will use either DHL or Australia Post – although we may use Australia Post, we advise you to track your order via your national postal service once your parcel has arrived in your designated country, as they will alert you of any custom/duties that may need to be paid, and will also deliver your parcel.
Yes ELE4ORCE ship to PO boxes within in Australia.
Yes, ELE4ORCE offer an in store pickup option from our boutique in Sydney. You can select this at the beginning of the checkout process under “Order Notes”. Please note, the same production time applies for in store pickup orders, as it does for orders that are posted.
When your order is ready to be picked up in store, you will receive an email or text notification saying your order is ready. If you have given us your email, we will also endeavour to send you another email with our boutique opening hours.
Yes. Due to the high value of our parcels, our delivery services require signature upon delivery.
Please note our pricing does not include overseas custom duties or taxes that may incur. Please check with your federal government to see what your import duties and taxes are.
Please check your reception, concierge, office, neighbours, and front of house before contacting the courier service. Please ask the courier service who signed for the delivery. If your parcel is still missing, please contact our Customer Care team customerservice@ele4orce.com
PRODUCTION
Yes, ELE4ORCE jewellery is majority bespoke and handcrafted, to order. However, we also have items available in-stock, so please refer to the product description of the item for the estimated production time.
Yes, all ELE4ORCE’s jewellery is nickel free.
ELE4ORCE’s jewellery is designed at our studio in Sydney, Australia. We have a team of artisan jewellers who hand-craft pieces to order and also work with a small network of fine jewellery manufacturers internationally. Please contact us if you would like further information.
REPAIRS & AFTERCARE
All ELE4ORCE items come with a six-month warranty from the purchase date (proof of purchase must be provided), covering all manufacturing faults. Please note, manufacturing faults do not include: damage or wear and tear, oxidised or fading plating, broken chain, cracked or broken stones or pearls, or bending of rings or earrings etc.
Our talented studio team can repair almost all pieces back to their original state. Please contact our customer care team at Customercare@ele4orce.com advising us (with photos) of what you need repaired. We will advise you to send the piece/s back to us, where it will be passed onto our studio team for their assessment. Once assessed, we will be able to provide you with a description of the repair, including a quote. Repairs can take between 7-10 business days. Please note, postage to and from is to be paid by the customer.
Yes, please drop your items into either our Sydney boutique, or contact our Customer Care team at Customercare@ele4orce.com to organise a cleaning service. If styles can be polished by our team in-store, this service is complimentary. If styles are needing re-plating/extra cleaning, there will be a fee for this.
No, ELE4ORCE suggest always taking off your jewels before swimming/showering. This will ensure that your plating lasts for as long as possible and your jewels will stay clean and sparkly. Some jewels, in particular, will dull if exposed to chlorine/salt water.
No, ELE4ORCE suggest always taking your jewellery off before exercising as your sweat can damage the plating of your piece. Additionally, while strong, our jewellery is still fine and delicate and will break if pulled during vigorous activities.
Sterling silver and solid gold pieces can be cleaned using a polishing cloth or ideally a jewellery cleansing solution. Do not use tissue paper or paper towels.
Our favourite jewellery cleaner is available for purchase through our website here.
Due to different skin acidity levels and how the product is worn (i.e. with moisturiser, in water etc) and stored, tarnishing can occur for solid gold jewellery. Solid gold jewellery can easily be cleaned with an appropriate polishing cloth/cleaning solution.
If you have lost your earring back/s, ELE4ORCE are unable to replace this free of charge. Please contact our Customer Care team at customerservice@ele4orce.com and they will be able to assist you.
Knotted chains can be difficult to untangle and there is unfortunately no easy fix. ELE4ORCE recommend using two small pins or needles and patiently separating the knots, avoiding any stress or unnecessary tension to the chain as this will result is stretching and eventual breakages.
If you find you are struggling with a stubborn knot, you are able to send the piece to us to have it detangled. Please contact Customer Care on (insert email), if this is a service you’ll require.
Yes, ELE4ORCE do. All of our Diamonds, Precious stones, and Pearls are sourced by our Gemmologist from their trusted and established dealers.
ENGAGEMENT AND CUSTOM STYLES
Please email Info@ele4orce.com with your name, budget, metal you wish to use, design ideas, as well as any other details you think will help. ELE4ORCE will get back to you regarding an appointment, where these details and a quote can be further discussed
Yes, ELE4ORCE do. We have a range of different men’s wedding bands we are able to make in all metals. Please contact Info@ele4orce.com and ELE4ORCE can organise an appointment to view ring samples.
The pricing of our pieces depends on the quality and size of the diamond used, as well as the metal used and labour. For diamonds, pricing takes into consideration the carat, clarity, colour, and cut of the diamond/s used.
ELE4ORCE have a sizing guide available here. Otherwise, we are happy to size you when you come into one of our boutiques or alternatively you can go to your local jeweller to be sized. We use the UK system of ring measurements.
