FAQs
Shipping
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The shipping and processing times depend on the items you’re ordering. The status of each product (in stock, shipping later or made-to-order) is indicated on each individual product page, as well as the estimated shipping date.
In Stock
It’s in our facilities and ready to ship to a new home! Delivery time is from 3 to 8 business days from the date of shipment, depending on the Country of delivery. You’ll see it above the “Add to Cart” button. Order processing time depends on the type of order. Order processing time depends on the type of order. Usually this time is 1-3 days.
Shipping Later
We don’t have it on hand yet but it’s coming soon! Not to worry, you can still purchase it and your order will be added in the queue to be fulfilled and shipped as soon as they are available! The estimated ship date is indicated on the product page and at check-out for your reference. You’ll see it above the “Add to Bag” button. Kindly note that you will be charged at the time the order is placed.
Made to order (including engravings and monograms)
Once your order has been placed, we need to craft the piece since it’s being made specially for you, and can take a bit more time to be processed. Usually this time is 3-5 days.
Estimated Dispatch Date
The estimated dispatch date will be indicated during checkout! Please note that if your order consists of in-stock, shipping later and/or made-to-order pieces (including engraving and monogrammed pieces), the dispatch date may change. Make sure to check the dates indicated during checkout and on your confirmation email.
The shipping fee is charged based on the subtotal before taxes and discounts. Indicated delivery timeline does not include weekends, holiday and any unforeseeable delays on the courier’s end (weather, volume, traffic, etc). Estimated delivery date may be delayed if a change of delivery option was submitted on the customer’s end.
You can see the list of countries that are available for delivery, price and delivery time here.
DUTIES AND TAXES
1. United States and Canada
Duties are included. Taxes are applied at check-out according to the state/province of the shipping address.
2. Australia, United Kingdom and Germany
Import taxes and duties are included in the price of the products and there are no additional charges upon delivery.
3. Other international shipments
There may be duties and taxes incurred on your shipment that you will be responsible for. Please note that Esnola does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery.
FOREIGN TRANSACTION FEES
Esnola does not charge any additional fees other than the total amount owed for the order. Other fees would have been applied by your bank and are not under the control of Esnola. As we’re based out of US, banks in other countries may consider us a “foreign company” and charge additional international fees on their own. We are not able to provide a refund for any foreign transaction fees.
Should you have confirmed that the charge was made on Esnola’s end, please reach out to our customer happiness team at contact@esnola.com with the details on the charges!
Should you decide to deny the shipment due to duties and other fees, the package will be returned back to us and you will be refunded for the order after deducting the return shipping fee.
We ship to the following countries! Kindly note that we do not ship to PO Boxes, APO or FPO addresses at this time.
North America
Canada, United States of America
South America
Brazil, Argentina
Oceania
Australia, New Zealand
Europe
Albania, Austria, Belarus, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Moldova, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Russia, San Marino, Serbia, Slovakia, Spain, Sweden, Switzerland, Ukraine, United Kingdom, Vatican
Asia
Azerbaijan, Cyprus, Georgia, Hong Kong, India, Indonesia, Israel, Japan, Kazakhstan, Kuwait, Kyrgyzstan, Malaysia, Maldives, Philippines, Singapore, South Korea, Taiwan, Thailand, Turkey, Uzbekistan
Middle East
Egypt, Qatar, Saudi Arabia, United Arab Emirates
Note: If your country is not listed contact us to add your country to the shipping list.
If your order shows as delivered but is nowhere to be found, please email contact@esnola.com within 7 business days of the delivered date. Any items reported as lost past this period will be denied for replacement or refund.
My Order
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1. Your Order
If you have a Esnola account, simply login and select “My Orders” from the left menu on your account page. There, you can find the order number! If you haven’t created an account, no worries! You can create one anytime with the same email address used to place the order.
Also note that with every order, we send an order confirmation email, which is sent to the same email used to make the purchase. Be sure to check all inboxes as it can make its way to junk/spam folder!
2. Gift Order
If you’ve been sent a gift, a gift receipt with the order number should’ve been included. Still can’t find it? Send us an email at contact@esnola.com with the gifter’s name and their email address!
If you need to cancel or make a change to your order, please reach out within 24 hours of placing the order. Kindly note that as our team works hard to get your order dispatched as quickly as possible, we may not be able to cancel or update your order upon request.
For monogrammed and engraved pieces, once the order is placed, we are not able to cancel or update the order.
Feel free to reach out to us within an hour of placing your order and we will try our best to accommodate the change before the order is processed. Kindly note that as our team works hard to get your order dispatched as quickly as possible, we are unable to guarantee the change. Once the order is shipped, Esnola cannot change the address on our end but you can contact your country’s EMS office to change your shipping address. Follow the links to find an EMS office in your country.
First, log into your Esnola account at any time and select “My Orders” to review your order status. Once your order is packed and ready to ship, you’ll receive a tracking number via email so you can keep an eye on its activity while it makes its way to you.
Status “Pending payment” – This means that you ordered jewelry but did not pay for this order. You can pay at any time so that we can prepare your order for shipment.
Status “Processing” – Your order has been handed over to our operations team to fulfil. If all items in your order are in-stock, typical processing time is 3 business days!
Status “Completed” – Your order has been packed and its on the way to you. Kindly note that the tracking may take some time to be scanned into the courier’s system to reflect any activity or movement.
Gifting
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Our packaging includes a Esnola gift box. Our gift notes are printed with your special message. It will be printed exactly how it is entered, so make sure there are no errors and no emojis are used! We want to make unboxing special for everyone, even when it’s a gift for yourself!
Discreet packaging is not offered at this time so please make sure to only ship to a location you are comfortable with receiving the parcel.
Absolutely! Presently we offer only digital gift cards. Click here and choose digital (which will be emailed directly to the recipient) and select your preferred value. We are unable to provide a physical gift card at this time. But soon we will offer physical gift card services. Both digital and physical gift cards are non-refundable.
Esnola gift cards are only valid if purchased on esnola.com or in our store. Esnola cannot honor or re-issue gift card credit that is purchased from third party sources.
Keep in mind that discount codes cannot be applied for either physical and digital gift cards.
Digital Gift Card
On the email where you received the gift card for, click the “Redeem My Gift Card” button. The button will direct you to esnol.com and the system will accept your card automatically. You can also add a Gift Card manually. For this enter the code by clicking “Apply gift card” at the top of the checkout page. You can also enter the gift card code in the field for entering the coupon code.
The value of your gift card will be automatically deducted from the order. Should a balance be owed, you can use a credit card or PayPal. Kindly note that you can only use (1) one gift card per transaction.
Please note that Esnola gift cards can only be used in the currency it was purchased in.
Payments
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You can pay for your order using a variety of payment methods! Your payment method is charged at the time the order is placed, including for those items that are shipping later and/or made-to-order. This will ensure that your order is placed in the queue to be fulfilled and shipped as soon as possible.
Please note that once the order has been placed, we are unable to change the method of payment and/or currency.
Credit card or Debit Visa Card
If you have a Esnola account, your default billing information will appear at checkout. Otherwise, you can manually enter the payment details at the time you place the order. Kindly note that depending on the restrictions on your card, the transaction may be declined by the bank. We do not accept prepaid credit cards, Visa/Mastercard gift cards, or Discover cards at this time. Esnola reserves the right to detect and check the validity of the card used and may decline transactions depending on the result of these checks.
Paypal
Simply click the PayPal option during checkout where you will be asked to log into your PayPal account. Once the order is completed, you will be redirected to the Esnola site.
For questions on returns and exchanges, please check “Returns + exchanges” section.
Please note Esnola cannot issue a refund to a method of payment that is different from the one used to place the order. Upon receiving your returned item at our warehouse, it will take up to 10-15 business days for the returns team to process and send you a return confirmation email.
Credit card or Debit Visa Card
From the day the return is processed by the returns team, depending on your bank, it will take around 5-10 business days for the fund to reappear on your end. Should you have cancelled your credit card or reissued a new one, the amount will be transferred by the bank.
Paypal
Once a refund has been made back to your PayPal account, you will receive a notification from PayPal. It may take around 5-10 business days for you to see the fund on your bank account!
Esnola Digital Cards
Should you have purchased an item using a digital or physical gift card and later returned for a refund, we’ll issue the amount as a store credit to your Esnola account. If you have not yet made an account, you can create one by clicking the SIGN IN button.
Store Credit
For orders purchased using store credit and later returned, the amount will be reissued as store credit to your account in the same currency. Esnola is not able to issue store credit in a currency that is different from the original purchase.
DUTIES AND TAXES
United States and Canada
Duties are included. Taxes are applied at check-out according to the state/province of the shipping address.
Australia, United Kingdom and Germany
Import taxes and duties are included in the product price and there are no additional charges upon delivery.
Other international shipments
There may be duties and taxes incurred on your shipment that you will be responsible for. Please note that Esnola does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery.
FOREIGN TRANSACTION FEES
Esnola does not charge any additional fees other than the total amount owed for the order. Other fees would have been applied by your bank and are not under the control of Esnola. As we’re based out of Canada, banks in other countries may consider us a ‘foreign company’ and charge additional international fees on their own. We are not able to provide a refund for any foreign transaction fees.Should you have confirmed that the charge was made on Esnola’s end, please reach out to our customer happiness team at contact@esnola.com with the details on the charges!
Simply enter the discount code by using the “Add coupon code” button found in cart! A limit of one (1) discount may be applied to each order. If a second discount code is applied, our system will automatically select the better deal and the other discount will not be applied. Discount codes cannot be used in conjunction with free shipping discount codes, referral credit, referral codes or any other type of discount. Esnola has the right to hold and or cancel orders that use more than one discount code.
Kindly note that Esnola Gift Cards are excluded from all discounts.
Returns + exchanges
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We offer 60-day returns for all customers! Before getting started, please check below to see if your item is eligible for a return!
Engraved and Monogrammed Products
All items that are engraved or monogrammed are not eligible for a return at any time and are final sale.
Sets
The bundle can only be returned as a set. No individual item of a bundle can be returned for refund, store credit and/or size exchange.
Milestone Collection
We offer exchanges for a different size (same metal type and stone) for our Milestone collections pieces (engagement and wedding bands). Return policy is the same as any other products. Please see below!
Other products
All returns must be:
- Unworn
- Have no signs of wear or damage
- In its original condition with tags still attached (if any)
- In all original packaging (box and pouch included)
Please return your order back to us in the original packaging it came in (or smaller), no oversized or large boxes will be accepted as this increases shipping rates. Esnola will not be responsible for increased fees due to large packaging and reserves the right to deduct additional shipping fees from the refunded amount when applicable. Should the returned item not meet the above return guidelines, Esnola has the right to deny a return and have the item re-shipped to customers. In This case, the return of the goods is carried out by the standard delivery method.
Discount Return Policy
If you purchased an item during a discount period and there are no active discounts at the time of return, then the discount on the exchanged product will not be applied.
If you purchased an item on a discount-free day and want to exchange it for another item during the current discount period, then the discount on the item being exchanged will not be applied.
Make sure to check our return policy to see if your item is eligible for a return!
If you have an account
- First, log into your Esnola account and select “My Orders”
- Find your order and click “Return Items”
- Check the item you want to return
- Write the reason for the return request
- Send a request by clicking on the “Submit Request” button
Returning a gifted piece?
We offer store credit for gifted orders returning within the 30-days of purchase. Please check our return policy to make sure the item is eligible for a return and send us an email at contact@esnola.com requesting your return label. Don’t forget to include the following:
We offer store credit for gifted orders returning within the 30-days of purchase. Please check our return policy to make sure the item is eligible for a return and send us an email at contact@esnola.com requesting your return label. Don’t forget to include the following:
- The order number (Don’t worry if you don’t have one. The original purchaser’s full name and email address also help us track down the order)
- The address where the jewelry will be shipped from
- The email address associated with your Esnola account so we can apply the credit once processed. If you haven’t created one yet, you can create one now by clicking the SIGN IN button on the top right corner of our page.
Return Shipping Fee:
Australia, Argentina, Brazil, Canada, Denmark, Hong Kong, India, Indonesia, Japan, Malaysia, Maldives, New Zealand, Norway, Philippines, Singapore, South Korea, Sweden, Taiwan, Thailand, United States (US): $30
Albania, Austria, Azerbaijan, Belarus, Belgium Bulgaria, Bosnia and Herzegovina, Cyprus, Croatia, Czech Republic, Egypt, Estonia, Finland, France, Georgia, Germany, Greece, Hungary, Iceland, Ireland, Italy, Israel, Kazakhstan, Kuwait, Kyrgyzstan, Latvia, Lithuania, Luxembourg, Malta, Moldova, Montenegro, Netherlands, Poland, Portugal, Qatar, Romania, Russia, San Marino, Saudi Arabia, Serbia, Slovakia, Spain, Switzerland, Turkey, Ukraine, United Kingdom, Uzbekistan, United Arab Emirates, Vatican: $25
Please note your original shipping fee is not refundable and will be deducted from the refundable amount. Orders may have duties and taxes incurred. You are responsible for paying these fees and we’re unable to waive or refund them, even if the order is returned back to us.
We’re working to accelerate this timeline but for now, please note your return will be processed within 5-10 business days from the time we receive it in our warehouse. Once processed, we will send you a confirmation via email! For more details, please check our Payments FAQs.
Kindly note that Post is experiencing ongoing delays and your return package may not make in time for your return cut-off date. But no worries, we’d be happy to accept them as long as the parcel is handed over to the carrier before the date.
This is likely because they are requesting a commercial invoice. However, our courier’s commercial invoices are paperless and/or can be retrieved on their end. This goes for both US and international return shipments. Should you have any trouble with returning your item, feel free to reach out to us at contact@esnola.com. We’ll be happy to help!
Product Care + Materials
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Sterling Silver
A little love goes a long way! When not wearing your jewelry, be sure to store it in the pouch it came in. This helps prevent scratching and maintain colour for silver pieces. To keep your piece looking its best, gently rub the surface with the polishing cloth included in your order. Remove your jewelry when applying scents, lotions and sprays.
Gold Vermeil
TLC is always needed, even for 14K – to keep your 14k pieces shining and retain their patina for as long as possible, scrub lightly with a fresh toothbrush and warm water. Make sure to rinse away any excess residue! You can also buff your 14K pieces gently using the polishing cloth included in your order.
Precious metals and diamonds require care and attention to extend their lifetime. Although made for everyday wear, rings need routine care. We recommend the rings be cleaned and inspected every 6-12 months (through your local jeweler). For regular maintenance, you can use the polishing cloth included in your order to buff the surface. Make sure the prongs are properly maintained in order to prevent the loss of stones.
Leather Products
A gentle sweep using a microfiber cloth will do the trick to remove any dust! It’s best to keep them out of direct sunlight to prolong its colour..
For more detailed material-specific care instructions, be sure to review our product care page, here. A care guide is also included in each shipment, so you can keep it handy to refer to whenever you need a reminder.
To keep your piece looking its best, gently rub the surface with the polishing cloth. Always wash your hands after use to ensure the cleaning agent is removed.
It is normal to see dark residue on the cloth, it’s a sign that it is working correctly! The cloth contains a small amount of cleaning agent which will hold on to any dirt, oil & residues that are removed from the surface of the item being polished. Never wash the polishing cloth as it will lose its effectiveness. Keep out of reach of children.
We are a team with many years of experience in the field of jeweler and we have our own jewelry workshops in Azerbaijan and plan to expand in Europe. Why Azerbaijan? Because this place is very well suited for this. Since for many centuries gold and silver have been mined in Azerbaijan, thanks to which the jewelry industry is well developed and has a centuries-old jewelry tradition. You can read more about us and our stories here.
Everchanging factors such as global supply chain disruption, inflation, and cost fluctuation of raw materials such as gold and diamonds may impact our prices from time to time. We continue to monitor production factors and do our absolute best to always give you high-quality products at accessible prices.
Under our warranty, we’ve got your back. This means that for 2 years from the date of purchase, we’ll take care of your product if any damage to the material or the workmanship of the jewelry occurs. Just contact us and we’ll work together to find a resolution.
We work with the most reputable and famous jewelers in the country, responsibly sourced pieces that are made to last. We’re confident in the quality of our product hence the 2-year coverage. This also means that the warranty does not cover lost items, scratches that come with normal wear and tear (like a bent ring or broken chain), improper use or storage of your product, and any modification to your product done by a third party outside of Esnola.
Note: Items purchased through a third-party vendor (outside of esnola.com and/or Esnola stores) will not be covered under Esnola’s warranty. Please reach out to the company the items were purchased from.
First off, our apologies! Please send your order number and a photo of the defective or incorrect piece to contact@esnola.com. Our Customer Happiness Team will be happy to help resolve this for you!
We don’t recommend having our products worked on by outside jewelers as this voids any potential for refund or replacement (should a defect develop due to their work). This includes resizing or any type of repair work. Although we do not offer any repair or resizing service from website, if your Esnola piece is defective and covered under the warranty, please send your order number and a photo of the defective piece to contact@esnola.com!
Custom Design
We’re not able to accommodate custom design at the moment but we encourage you to join our newsletter – we launch new products weekly so you’ll definitely find something you love!
Custom Sizing
You can order in an individual size not only the ring but also the size of the pendant. To order a custom size, please contact us. The price for individual sizes depends on the type of order.
Custom Engraving
We currently only offer the font styles shown on the individual product pages for engravable items. The maximum number and the type of characters used are outlined on each product page under ‘Description and Details!‘. Kindly note that we may cancel your order should the engraving request includes any profanity or derogatory words.
We do not provide engraving services after the fact for pieces that have already been shipped or purchased within our stores.
While we can never be certain of your size without having physically measured your finger or trying on one of our rings in store, we do have a few handy tricks that may help you determine either your ring sizer or the ring size of a loved one!
If you already have a ring with the perfect fit, whether it was gifted or an heirloom piece, grab a ruler and measure the internal diameter. Then, cross-reference with our sizing chart here.