Frequently Asked Questions

Share information about your brand with customers. Describe a product, share announcements, or welcome customers to your store.

Share information about your brand with customers. Describe a product, share announcements, or welcome customers to your store.

ELRA Frequently Asked Questions (FAQs)

Welcome to ELRA's Frequently Asked Questions section! Here you'll find answers to the most common questions about our jewelry, your shopping experience, and our services. If you can't find what you're looking for, don't hesitate to contact us.

1. About ELRA and Our Products

  • What kind of jewelry does ELRA offer?
    ELRA specializes in authentic Mexican jewelry, including earrings, bracelets, necklaces, and classic pieces, designed or curated with a focus on craftsmanship and quality.

  • What materials are ELRA jewelry made of?
    Our jewelry is made mainly of 14k gold plating and leather . Each piece is crafted with quality materials. If you have any concerns about allergies, we recommend reviewing each product's specific description or contacting us for more details.

  • How do I care for my ELRA jewelry to make it last longer?
    To keep your ELRA jewelry in optimal condition and extend its lifespan, we recommend the following:

    • Clean them regularly with a soft, dry cloth .

    • Avoid contact with chemicals such as perfumes, creams, hair sprays, chlorine, detergents and cleaning products.

    • Remove your jewelry before swimming, showering, exercising, or doing household chores.

    • Store your pieces separately in a dry, secure place, ideally in their original packaging, to avoid scratches or tangling.

  • Does the jewelry come with any warranty?
    Yes, all our jewelry is guaranteed against manufacturing defects. This guarantee does not cover damage caused by misuse, accidents, modifications, or normal wear and tear. For more details, see our Legal Notice.

  • Are the product images accurate?
    We strive to display our jewelry as accurately as possible. However, due to the handcrafted nature of our pieces, material characteristics, and differences in screen display, there may be slight variations in color, size, or texture. Images are for reference only.

  • Do you sell gift cards?
    Yes, we offer gift cards. If you are interested in purchasing one, please send us a message at hello@elra.mx and we will gladly help you.

  • Can I make a custom or made-to-measure order?
    Yes, at ELRA we also work with custom or made-to-measure orders. Please note that, due to their unique nature, cancellation policies for these items are specific. For more information, please see our Cancellation Policy.

  • How do I know what my correct size is (rings, bracelets, necklaces)?
    For now, the relevant sizing information for each piece of jewelry can be found in the detailed product description. We're working to offer a more comprehensive sizing guide in the future to make your selection even easier.

2. Orders and Payments

  • How do I place an order on elra.mx?
    Browse our store, select the jewelry you like, add it to your cart, and follow the simple steps to checkout. You can review your cart at any time before confirming payment.

  • Do I need to create an account to purchase?
    No, you don't need to create an account to make a purchase at ELRA. You can shop as a guest if you prefer, but creating an account will allow you to access your order history, save your addresses, and speed up future purchases.

  • Can I modify or cancel my order once it has been placed?
    Yes, you can cancel your order as long as it is has not been sent We recommend that you contact us as soon as possible. hello@elra.mx to request cancellation. For more details, see our Cancellation Policy.

  • What payment methods do you accept?
    We accept a variety of secure payment methods for your convenience:

    • Mercado Pago

    • PayPal

    • Credit and Debit Cards (Visa, Mastercard)

  • Is my payment secure?
    Yes, all payments on elra.mx are processed through secure payment gateways that meet the highest security standards. ELRA does not store your credit or debit card information. Your personal information is protected in accordance with our Privacy Policy.

  • Will I receive a confirmation of my order?
    Yes, once your payment has been processed and your order confirmed, you will receive a confirmation email with your purchase details. If you don't receive it, please check your spam or junk folder.

3. Shipping and Deliveries

  • Where does ELRA ship to?
    We ship to all of Mexico and the United States.

  • How long does it take to prepare my order?
    We prepare and get your order ready for shipping within a period of 1 to 2 business days after confirmation of your purchase.

  • What are the shipping times and costs?

    • For Mexico:

      • Standard Shipping: FREE

      • Express Shipping: $250 MXN.

      • Estimated delivery time: 3 to 5 business days once shipped.

    • For the United States:

      • Standard Shipping: $20 USD.

      • FREE shipping on orders over $100 USD

      • Estimated delivery time: 5 to 8 business days once shipped.
        For more details, visit our Shipping and Returns page.

  • How can I track my order?
    Once your order ships, we'll send you an email with a tracking number so you can follow its journey until delivery.

  • Are there additional taxes or duties for shipments to the United States?
    Yes, orders shipped to the United States may be subject to import taxes, duties, or customs fees upon arrival in the country. These charges are not included in the product price or shipping cost and are the customer's responsibility. We recommend checking with your local customs office for more information.

4. Returns and Exchanges

  • What is your return and exchange policy?
    At ELRA, we do not accept returns or exchanges of products once they have been shipped, except in cases of manufacturing defects Personalized or custom-made items are also non-returnable. For full details about our process and terms, please visit our Shipping and Returns page.

  • What do I do if my jewelry arrives damaged or has a manufacturing defect?
    If your ELRA jewelry arrives with a manufacturing defect, please contact us immediately at hello@elra.mx , attaching your order number and clear photographs of the defect. You have 15 calendar days from the moment we receive it to report it. We'll cover the cost of return shipping and offer you an appropriate solution.

5. User Account

  • Do I need to create an account to purchase?
    No, you don't need to create an account to make a purchase at ELRA. You can purchase as a "guest" if you prefer.

  • I forgot my password, what do I do?
    On your account login page, click "Forgot your password?". Follow the instructions to reset it via email.

6. Wholesale

  • Do you offer wholesale?
    Yes, of course! We love partnering with businesses that want to carry our jewelry. We offer volume discounts and ship worldwide. For more information, visit our Wholesale page or contact us directly.

7. Contact

  • How can I contact ELRA?
    We're here to help. You can contact us at:

    • Email: hello@elra.mx

    • Postal Address: Salmon 3100, Zapopan, JAL, 45088, MX