FAQ
1. How wil my purchase be delivered?
Our products are delivered via UPS Worldwide Saver and Worldwide Expedited services, depending on shipment destination. All shipments are insured for the fill purchase value. The full purchase value also is the declared value on all customs documents.
2. How do I check the status of my order? Our orders usually ship within 3 days of receipt of order. In order to check the status of your order < 48 hours of the time of order, please contact via live chat or email at service@ebeestudio.com. When your order ships from our studio, you will receive shipment tracking details via email. You can use your UPS tracking number to track your shipment at www.ups.com.
3. Do you offer gift packaging? We ship all international purchases in our standard protective packaging. We do offer shipment in a ribbon-wrapped, branded gift-box with a personalized note for an additional gift-wrap and shipping fee of US$38 per order.
4. Do you offer a warranty? Yes, we offer a warrantee on manufacturing defects that occur within 90 days of receipt of purchase. Manufacturing defects include loose stones, damaged or broken clasps, or chipped enamel or lacquer.
5. Can I return the product that I bought? Yes. Products may be returned for a refund within five (5) days of purchase. Products may be returned for a store credit within ten (10) days of purchase. Refunds are provided for the amount of the product and do not include shipping costs, gift wrapping costs, or any taxes or duties that may have been inccurred by the customer. All products must meet the following conditions to be eligible for a refund or store credit:
(a) Products must be unworn and undamaged.
(b) Products must be in original packaging; please include the original packing skip or receipt.
(c) Products such as custom designed products, engraved products, engagement rings, wedding bands, GIA certified stones, and products specifically marked non-returnable at the time of purchase are not eligible for a refund or store credit.
Ella Bee Jewelry Studio reserves the sole right to accept or reject any refund, credit, or exchange request.
6.When can I expect to receive my refund? After receiving your product and approving your request for a refund, we will notify you that your refund has been approved via email. You should receive your refund within ten (10) business days after receiving this notification.
7. Where should I send products for returns or repairs? Customers located in the US, Europe, Canada, Mexico, South and Central America, and the Caribbean should send returned products to our US service center:
Ella Bee Studio - Service Center, 4329 Paul Street, Unit K1, Philadelphia, PA 19124, USA, Tel: +1-315-753-0520
Customers located in other locations and ALL repair customers should send their products to our Shanghai studio address:
Ste 503, Bldg 3, 200 Taikang Road, Shanghai 200025, Tel: +86-21-6328-1922
Important: all return shipments must require a signature upon receipt at our studio or service center.
8. My cat snagged my necklace and the clasp broke. Can you help? Yes. We understand that accidents happen, and we'd like to help when we can. Here's how you can handle this: (i) takke a photo of your damaged product, (ii) emmail the photo to us at service@ebeestudio.com, and (iii) we'll get back to you within 2-3 days with some options after one of our jewelers has had a chance to inspect the damage.
9. Can I visit your studio. Of course! We welcome all customers and friends to visit our Shanghai studio. Our Shanghai studio is located in Shanghai's scenic Former French Concession neighborhood. Studio visits are scheduled by appointment. Please email us at jeff@ebeestudio.com to schedule a time to visit.
10. What if I need help or advice for my purchase. No problem. We would be glad to help you. We can do this two ways: (i) contact our client consultants via our online chat, (ii) email us at jeff@ebeestudio.com and let us know your location, telephone number or Skype ID, and a convenient time for us to contact you.
11. I own a shop and would like to stock Ella Bee Jewelry Products. Is that possible? Send us an email at: jeff@ebeestudio.com. Tell us about your shop, your products, and your customers, and we'll be glad to discuss ways that we can help you grow your business with our products.