FAQ
We are trying our best to answer all your questions within 24 hours on business days!
PLACING AN ORDER
Which payment methods does Eline Rosina accept?
You can pay safely with us using iDeal, PayPal, Creditcard, Apple Pay, Klarna, Bancontact, Mister Cash and Bank transfer.
I did not receive the discount code from the news letter.
There is a chance the email with the discount code ended up in your spam folder, or perhaps you have entered an incorrect email address. If both of these are not the case, please send an email to customerservice@elinerosina.com and we will help you out!
How do I know when a product is back in stock?
When the item you like is sold out submit your mail address by clicking 'Remember me by email' to get notified when your favorite item is back in stock!
When I’m at check out, it is indicated that the item is not in stock.
The item you’re trying to purchase is probably low in stock and there is a chance that several people have the same item in their shopping cart. Delete caches on your computer and try again!
How can I use a gift card or discount code?
After you have found all your favorite items, click 'View cart'. Now you can see your shopping cart overview and you can enter your gift card code or discount code.
I did not receive an order confirmation, did my order come through?
There is a chance the confirmation email ended up in your spam folder, or perhaps you have entered an incorrect email address. If both of these are not the case, please send an email to customerservice@elinerosina.com and we will help you further!
Can I order a single earring or pendant?
It is not possible to order single earrings and/or separate pendants, unless stated differently on our website (all items single pieces and all Mix & Match items are sold per piece).
Can I change or cancel my order?
It is not possible to change or cancel your order. Please make sure to always check your order and details carefully before confirming.
Can I write a message with my order?
In your shopping cart overview you can add a note to your order. At the bottom of the page you will find a field that says 'Special instructions for seller’.
Do you sell gift cards?
Yes, we do offer gift cards! You can find the gift cards in our menu at the heading categories or at gifts. You can choose a digital gift card or a hardcover gift card. You will receive the digital gift card directly in your mailbox and is available in €10 €25, €50, €75 and €100. The hardcover gift card will be shipped by mail and is available in €25, €50, €75 and €100.
How do I know which ring size to order?
We created a ring size guide to help you find the perfect size. We also added a sizechart at every productpage of the rings. Download our ring size guide!
SHIPMENT
I entered a wrong shipping address
Unfortunately, it is not possible to change the shipping address once the order is completed and processed. You can always send an e-mail to customerservice@elinerosina.com and we will try our best to change the shipping address before your order is processed but there are no guarantees.
What are the shipping costs?
The Netherlands & Belgium
We offer free Standard Shipping on all orders to The Netherlands over €50,-. A shipping fee of €3.95 applies for orders under €50,-.
Europe & United Kingdom
Orders wihtin Europe and in the United Kingdom are shipped for free from €100. A shipping fee of €6.95 applies for orders under €100. Duties and taxes assessed by customs are the responsibility of the customer.
International
We offer free Standard Shipping for orders over €150 outside Europe. A shipping fee of € 14.95 applies for orders under €150. Duties and taxes assessed by customs are the responsibility of the customer.
How long does it take to receive my order?
Check out all information on shipping here.
I did not receive my package.
Please check the estimated delivery time for your country here. If this period of time has expired, please check if the shipping address you provided is correct. Dutch packages come directly through the mailbox, so it is also useful to check if someone else has put the package away for you. If none of these is the case, contact our customer service at customerservice@elinerosina.com and we will help you out!
MY ORDER
I received the wrong items.
Please email us at customerservice@elinerosina.com and make sure to add your order number and a photo of the items you received. We will work it out for you!
I can not find the backs of my earrings.
You can find the backs of your earrings underneath the black cushion in the jewelry box.
When the price of an item I bought changes, is it possible for me to request a refund?
We occasionally have a discount promotion, this is influenced by our stock, trends, supply and demand. Unfortunately, in these cases it is not possible to receive the difference in price as a refund.
RETURNS & EXCHANGE
How can I return my package?
You have the right to return your order up to 14 days after receiving your package. You don't have to inform us about this by email. You can find our return instructions here.
Note: Returns without return form will not be processed. Also, products that are not returned in the original packaging will only be processed if the product is still in good condition.
I want to return a gift card or a product paid with gif
It is not possible to exchange a gift card or products paid with a gift card for money. If you want to return a product that has been paid with a gift card, you will receive gift card credit in return.
Can I return a sale item?
We use the same conditions for regular items and sale items.
How long will it take for my return to be processed?
As soon as our distribution center has received the return package, it will be processed. It is then immediately refunded to the account with which the order was paid. It may take a few days for the refund to be visible on this account.
I am not satisfied with an item purchased from a retailer
We would like to refer you to our retailer. Since you bought the item(s) here, they are the ones who are responsible for solving this problem.
Can I request a refund if the price of a previously purchased item changes online?
We occasionally have a single promotion with a discount, this is affected by our stock, trends and supply and demand. Unfortunately, it is not possible to receive the difference in price back.
GUARANTEE
For how long are products guaranteed?
Bucket hats and tote bags are guaranteed for 3 months, counting from the day of purchase in our webshop. Earrings and necklaces are guaranteed for 6 months and rings are guaranteed for 1 year. If you want to make a guarantee claim, contact us at customerservice@elinerosina.com and add the following information: Order number, full name, photo/video with proof of defect together with a brief explanation. Each case is assessed individually by us.
Please refer to our Guarantee Policy for more information.
What to do if I have received a broken item?
If something is broken or damaged upon delivery, you have to notify us no later than 3 days after delivery. Contact us at customerservice@elinerosina.com and add a photo of the faulty item and your order number.
Please note that we cannot be held liable when you contact us later than 3 days after delivery.
What to do with a complaint about an item I bought at a retailer?
In these situations, the retailer is always the contact person to further handle the complaint.
CARE
How do I ensure that my jewelry stays in good condition?
Read all about taking care of you jewelry on our materials & care page!
Can I swim or shower with my jewelry?
Our earrings and necklaces are made of high-quality (18K gold plated) 925 sterling silver. If you want to enjoy wearing your jewelry as long as possible, it is recommended not to shower or swim with the jewelry and to be careful with perfume and other substances that can affect the jewelry. Please make sure to read our materials & care page on all do’s and don’ts to keep your jewelry in perfect condition!
Can I wash my bucket hat/tote bag?
We advise to wash the hats and bags only when necessary. If you wash them, we recommend a hand wash with cold water. Avoid the washing machine, dryer and irons.
COLLABS
I have got a question about collaborations
For questions about collaborations you can contact Mark at mark@elinerosina.com. He will get in touch with you as soon as possible!
WHOLESALE
I am interested in selling Eline Rosina
For questions about wholesale you can contact our Wholesale manager Eline at wholesale@elinerosina.com. She will get in touch with you as soon as possible!
PLACE AN ORDER
Which payment methods does Eline Rosina accept?
You can pay securely online with iDEAL, PayPal, Credit card, Bancontact, Mister Cash, Bank transfer, Apple Pay and Klarna.
I have not received the newsletter discount.
Chances are that the e-mail with the Eline Rosina discount code ended up in your spam or that you entered an incorrect e-mail address. If both are not the case, it is best to send an email to customerservice@elinerosina.com and we will help you further!
How do I know when a product will be back in stock?
If an item is sold out, you can register for the 'back in stock' notification. You then go to the product you would like to order and click on 'remind me by e-mail'. You will then receive an email after registration when the product is back in stock.
When I want to checkout, it says that the item is out of stock.
The earrings are probably almost sold out. There is a good chance that several people have the item in their basket, causing this malfunction. It's best to clear your cache and try again later!
How do I use a gift card or discount code?
After you have found all your favorite items and click further, a shopping cart overview will appear where you can apply your Eline Rosina discount code or gift card.
I have not received a confirmation, did my order go through?
Occasionally it happens that the confirmation ends up with advertising, it is also possible that a mistake was made when entering the e-mail address. You can assume that your order has come through just fine. If you are still in doubt, you can always contact us at customerservice@elinerosina.com .
Can I order a single earring or pendant?
It is not possible to order individual earrings and/or pendants. With the exception of the Atelier collection and the single pieces .
Can I change or cancel my order?
It is not possible to change or cancel an order, so always check whether your order and your details are correct.
Can I write a message with my order?
You can add additional information to your order in your shopping cart. Below your selected items, you'll find a box that says "Add a note to my order."
Do you also sell gift cards?
You can certainly go to Eline Rosina for a gift card! You can find these in our menu under the heading categories or under gifts. You can choose from a digital gift card or a physical gift card. You will receive the digital gift cards directly in your mailbox and are available in €10, €25, €50, €75 and €100. You will receive the physical gift card by post, these are available in €25, €50, €75 and €100.
How do I know which ring size to order?
We have a ring size guide to help you find your right ring size. You can also find a size chart on the product page of the rings. Download our ring size guide here!
SHIPMENT
What should I do if I entered a wrong address?
You can email customerservice@elinerosina.com with the correct address, there is a chance that the address can still be changed. Orders are processed as quickly as possible, so there is a good chance that the order has already been processed. If the order has already been shipped, you are responsible for the wrong address.
What are the shipping costs?
The Netherlands & Belgium All orders in the Netherlands and Belgium above €75,- are shipped free of charge by post. For orders under €75, we charge €3.95 shipping costs.
Europe & United Kingdom Orders to Europe and the United Kingdom are shipped for free from €150. For orders under € 150, € 9.95 shipping costs will be charged.
International Orders outside Europe are shipped free of charge from €150. For orders under € 150, € 14.95 shipping costs will be charged. Import duties and taxes charged by customs are the responsibility of the customer.
How long does it take before I receive my order?
Everything regarding shipping can be found on this page .
Pay attention! During the sale, holidays and during other promotions, orders may be shipped later.
I have not received my package
If you have not received a package after a long time, it is important to first check what the indication delivery time is in your country. If you still have not received the package after this time, please check whether the address is correct. Dutch packages come through the letterbox, so it is also useful to check whether someone else has put the package away for you. If none of these are the case, you can contact customer service customerservice@elinerosina.com .
MY ORDER
I received the wrong earrings/necklace
It is best to email with a photo of the wrong item with a short explanation and your order number to customerservice@elinerosina.com . Then we will solve this for you!
I can't find the backs of my earrings
The backs of the earrings should be under the foam.
If the price of a previously purchased item changes online, can I request a refund?
We occasionally have a discount promotion that changes prices, these promotions are influenced by our stock, trends and supply and demand. Unfortunately, in such cases it is not possible to receive a refund of the difference in price.
RETURN & EXCHANGE
How do I return a package?
You have the right to return your order up to 14 days after receipt without giving any reason. You do not have to inform us about this by e-mail. Follow the instructions for sending a return here .
Pay attention! Return shipments without the return form will not be processed. Also, products that have not been returned in their original packaging will only be processed if the product is still in good condition.
I want to return a gift card or product paid for with a gift card row
If you want to return a product that has been paid for with a gift card, you will receive a gift card credit in return. It is not possible to exchange a gift card or products paid for with a gift card for money.
Is it possible to return/exchange sale items?
For sale items the same conditions apply as for a normal order.
How long does it take for my return to be processed?
As soon as our distribution center has received the return package, it will be processed. It will then be immediately refunded to the account with which the order was paid. It may take a few days before the refund is visible on this account.
I am not satisfied with an item purchased from a retailer
In this situation, we would like to refer you to the relevant point of sale. Since you bought the item(s) there, they are the contact person to solve this problem for you.
GUARANTEE
How long is the warranty on my product?
We use a warranty period of 3 months on hats and bags, 6 months on earrings and necklaces and for rings we use a warranty period of 1 year. Each situation is assessed individually. Please contact us at customerservice@elinerosina.com and include the following information:Order numberFull namePhoto/video with proof of defect along with a brief description
If it is determined that it is a production error, your product will be replaced free of charge.
Everything about our warranty conditions can be found on this page .
Pay attention! Wear and tear from normal use is not covered by the warranty.
What to do if I received a broken item?
When something is received broken or damaged, we want to be informed of this no later than 3 days after delivery. You can do this by emailing a photo and your order number to customerservice@elinerosina.com . After these 3 days we can no longer be held liable.
What to do with a complaint about an item I bought at a point of sale?
In these situations, the point of sale is always the contact person for further handling the complaint.
CARE
How do I keep my jewelry beautiful?
On our materials & care page you can read how you can best care for your jewelry!
Can I swim and shower with the jewelry?
Our earrings and necklaces are made of (gold plated) sterling silver, a strong material of high quality. To keep your jewelry as beautiful as possible, it is wise not to shower or swim with the jewelry and to be careful with perfume and other substances that can affect the jewelry.
Can I wash my bucket hat/tote bag?
We recommend washing the hats and bags as little as possible. If you wash them, we recommend hand washing with cold water. Avoid the washing machine, dryer and irons.
COLLABS
I have a question about collaborations
For questions about collaborations, please contact Mark at mark@elinerosina.com. He will respond to your email as soon as possible!
WHOLESALE
I am interested in selling Eline Rosina
For questions about wholesale, please contact our Wholesale manager Eline at wholesale@elinerosina.com . She will respond to your request as soon as possible!