Frequently Asked Questions

FAQ

For information on shipping and returns, please refer to this page.

Q. How long will my order take to ship?

All our orders are shipped within five working days through SingPost Registered Mail which comes with a tracking code. (In the rare case of an item being out of stock and requiring additional time to repair, we'll get in touch with you right away!). 

Upon shipment, Singaporean customers can expect to receive their order within 2-3 working days. For shipment to all other countries, please refer to this link for approximate delivery times.

Important note: 

  • For overseas orders, the tracking will temporarily stop updates when they pass customs as the local postal service will then take over delivery. 
  • The customer will be responsible for any VAT/customs-related charges implemented by their country (on our end, we take care to prevent price-related charges by only declaring a safe amount)

For urgent orders, please email us at hello@edenandelie.com and we will make the appropriate arrangements. We offer free collections at our studio or priority shipping at an additional charge.

Please read our Shipping & Returns page before placing an order.

Q. Why are your prices shown in USD?

We use USD on our website because we can maintain the most consistent prices from our supply chain. However, you may select one of ten currencies to view using the drop down menu on the top right corner, which will reflect the most current exchange rates. The final amount at checkout will stay consistent in USD.

Q. Do you accept requests for customisations?

Our customers are our top priority and we will always welcome your requests.  As we have intimate knowledge of what our materials can and cannot do, we will advise you if your desired customisation is able to produce the expected results.  So far, we have not had to turn down anyone's request and all our customers are very happy. 

We charge a flat rate of 10 USD for most customisations (such as a longer chain length or a colour change for part of the jewelry) as we would need to create a new piece. On the rare occasion that the customisation is a more complex adaptation of a design or requires a substantial increase in materials, this price may increase. Upon reviewing your customisation request, we will let you know the final price and get your full agreement before proceeding with the order. To customise an order, do drop us an email at orders@edenandelie.com.

Q. Can I create an adjustable length necklace in the Necklace Bar?

All necklaces created through our Necklace Bar come in a fixed length of your choice (17, 24 or 30 inches). They are not adjustable in length. If you would like to customise an adjustable length necklace with your own bead colours, please see our custom Everyday Necklace. Do note that the beads in this necklace are non-removable.

Q. I would like to send my order as a gift. Do you offer any special packaging?

Yes, we do! When checking out, do leave us a message in the ‘Notes’ section – we will wrap your order with ribbon and can include a small card if you wish, personalised to the occasion.  

Q. I own two pieces of EDEN + ELIE jewelry and notice they are slightly different.  Why is this so?

Our jewelry is made entirely by hand, using metal and leather components sourced from reputable suppliers and manufacturers that we develop a relationship with for the long term.  This means that the components we use - the metal, the leather, clasps, jump rings etc. are as close to industrial manufactured perfection as can be helped.  

However, the beadwork is done entirely by our artisans with needle and thread.  That means factors like thread tension, the particular style of sewing, the pliancy of the beads, and the human element, all come into play.  We cherish this aspect of our jewelry because it means no piece is completely alike another. We are proud to say that our artisans are extremely meticulous and take great pride in their work. We also hold each piece to the strictest standards of craftsmanship before they are ready for our collections.  

We use the highest quality Japanese delica beads which are considered the best in the world by beading artists and experts because they are incredibly uniform. Still, imagine producing 2mm beads in over 2000 colours, finishes and textures – while each bead is extremely consistent, one may be just smidgens of a millimetre smaller or larger than the next. Therefore, rather than pull on them too tightly and cause too much pressure on these little pieces of glass, we work with a relaxed but snug tension to keep the pieces at just the right drape. Hence, you may see little gaps between the beads.  

Q. Is my jewelry fragile and do I need to be careful not to drop it?

The quick answer is ‘yes’. While the beads are woven together using a special braided thread made from gel spun polyethylene which is extremely strong, they are made from glass and are each less than 2mm in size. In essence, they are little pieces of glass, and should be handled with care. If treated roughly and dropped or knocked at a high impact, the beads may break.

Q. Can I get my jewelry repaired? How much will it cost?

We understand accidents can happen and offer free repairs for most damages (e.g. broken beads). You can choose to drop off the jewelry at our studio or mail it back to us. You will be responsible for the shipping fee. For customers in Singapore, we charge a flat rate of $5 SGD to cover our shipping costs. Overseas customers will be quoted a different price in USD depending on their location.

You may find more information on returns and repairs here.

If you would like to repair your jewelry, please contact us at hello@edenandelie.com and we will help you.

Q. Are your earrings suitable for sensitive ears?

Yes, our earring hooks are either 14k gold-fill or 24k gold-plated, and free from lead and nickel. Our Striped Medallion Earrings are made with 24k gold-plated hooks, and our Peranakan Drop EarringsHorizon Bar Earrings, Celestia Swing Earrings and Luxe Earrings feature 14k gold-fill hooks or posts.

Q. What should I use to clean my jewelry?

We use 24k gold-plated chain that has been through a proprietary coating process that prolongs the life-span of the piece. Our other metal components are 24k gold-plated or 14k gold fill.  For these materials, do not use any specialised jewelry cleaners.  We've found it best to wipe down the pieces after you've worn them with an alcohol-free, lotion-free, wet wipe (like a baby wipe) to remove sweat and dirt residue before storing it in the EDEN + ELIE jewelry box provided with your order or a similar padded box. You will want to keep it out of strong sunlight.

For our thick leather bracelets, we recommend storing them in a cool, dry place. Use a cotton or microfiber cloth slightly dampened with water to wipe off any dirt residue before blotting dry. We treat our copper clasps and trims with a coat of jewelry shield which protects the material and keeps the colour from oxidising.  

Have a question?  We are here to listen.  Drop us a line at hello@edenandelie.com or FB message us here.