Frequently Asked Questions.
01. My purchase
When will my order be shipped?
At the time of placing your order, you must choose whether you want home delivery or if you prefer to pick up your purchase. You must enter your shipping information carefully so that our platform can generate your shipping label correctly.
If the address is correct, the label is generated automatically. In this case, the shipment will be made during the following business day.
In the event that the courier platform does not recognize the address entered, your shipment will not be processed. We will contact you to corroborate the data and confirm the delivery address. This may delay the delivery of your order.
I prefer to pick up my purchase. How can I do it?
All deliveries are made in person at our office. You must contact our staff to coordinate the pick up!
In general, all orders will be available for pick-up the following business day. In some cases, we can make an exception and deliver on the same day of purchase. To find out if this possibility exists, please contact us at the number indicated.
How can I track my order?
You will receive an email with all the data of your shipment as soon as your label is generated by the system. The tracking number and courier information will be provided so you can monitor your delivery.
Is it safe? What happens if it is lost?
All our shipments are insured. This means that, in case of loss, the Courier will reimburse the total value of the jewel. Of course, you won’t have to wait for the delivery company’s resolution! While we are processing the reimbursement process, we will contact you to find out how to proceed. We can refund the value or make another shipment.
What is the delivery time?
Delivery times depend directly on the courier. Because it is a third party company, we have no way to interfere or rush the delivery process.
Deliveries are normally made within 2-3 business days.
03. The Jewels
What is the material of the published jewelry?
All published jewelry is made of 18k yellow gold or 925 silver. We do not work with gold baths or plated pieces.
What does yellow gold mean, is it the same as Italian gold?
The term “yellow gold” is directly related to the color of the metal. Our jewelry is all 18k gold and its coloring is yellow. This means that we use the same percentage of silver and copper in its alloy. 18k yellow gold is the same as 18k Italian gold.
Chile’s national gold has a different color, slightly reddish, due to a higher percentage of copper.
Is there a warranty on the jewelry?
All 18k yellow gold jewelry comes with a lifetime metal guarantee. Within the first two weeks after purchase, all parts are warranted and are eligible for exchange or repair free of charge for any manufacturing defects.
After this period, we can receive the jewelry for any eventuality to enter the workshop. It has an additional cost.
To learn more, go to exchange and returns.
How can I make a purchase?
You can make a purchase by different means. Directly on our website or through other means such as WhatsApp or Instagram. You can also find us on the online platforms of Falabella and Ripley.
What are the payment methods?
We accept payment by wire transfer, credit or debit card. At the moment of finalizing your purchase, we will ask you which method you prefer. If you wish to pay by credit card, you will be redirected to Flow’s payment platform.
If you prefer to complete the purchase by bank transfer, the bank details of Ella Joyas will be indicated.
Is it possible to reserve a jewel?
Yes, of course! To reserve a jewel we ask you to write us by WhatsApp or email. One of our assistants will confirm the availability of the jewel to conclude the reservation.
It is necessary to pay 10% of the final value of the jewel for the reservation. It will be reserved for a period of 45 days. After this period, the reservation is cancelled.