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Ella Rose FAQ

About Us

Does Ella Rose offer a risk-free shopping experience?

At Ella Rose, we want our customers to be 100% satisfied with their purchase. Your risk-free shopping experience includes:
  • 30-Day Money Back Guarantee
  • 30-Day Return Policy
  • Lifetime Gemstone Upgrade
  • Lifetime Ring Warranty
  • Free Insured 2-Day Shipping
  • Free Insurance Appraisals
  • Eco-Friendly Packaging
  • Conflict-Free Gemstones
  • Ethically Sourced Materials
Please note that warranties, guarantees, and upgrade policies are non-transferable and are only valid for the original owner.

Do you have a retail store in my state?

Ella Rose does not operate retail locations. This allows us to cut overhead costs and focus exclusively on quality and service. Our corporate office is located in Nashville, TN.

Do you have gemologists on staff?

Yes, all Ella Rose gemologists are required to be GIA Graduate Gemologists. If you ever have a question, you can speak with one of our graduate gemologists at any time.

Materials Used in Ella Rose Jewelry

What metal is your jewelry made out of?

Ella Rose jewelry is made of either sterling silver, 14K gold, 18K gold, platinum, or alternative metals.

Is your jewelry hypoallergenic?

If you have metal allergies, it’s always best to choose platinum jewelry as it is a hypoallergenic material. If you have a metal allergy but prefer gold to platinum, we suggest going with 18K gold as it contains fewer alloy metals than 14K gold. Of course, if you purchase an Ella Rose piece and experience an allergic reaction, you’re free to return it through our risk-free 30-day return policy.

Do you use natural or synthetic gemstones?

All of our diamonds and colored gemstones are natural gemstones that are ethically sourced and conflict-free. Moissanite is a man-made stone that is created with minimal environmental impact in a lab in North Carolina.

What is the quality of the diamonds used in Ella Rose jewelry?

Our gemologists are graduates of the Gemological Institute of America (GIA) who adhere to the strict standards of the GIA when selecting diamonds to use in our jewelry. We primarily feature ideal cut diamonds that are G in color, VS2/SI1 in clarity (according to the GIA diamond grading scale) in order to maximize brilliance and beauty.

Online Ordering

I saw a ring on your site that I love! Can I try it on?

At Ella Rose, we understand how important it is to see and touch a piece of jewelry, especially with something as personal as an engagement ring. That’s why we offer free shipping on all purchases, a 30-day money back guarantee, and one free ring resizing within 30 days of your purchase. If you order a ring and it’s not everything you thought it’d be, send it back for a full refund. It’s that simple.

Does Ella Rose offer custom design services?

All Ella Rose engagement rings are hand made, which means you can select a specific setting and a specific center stone to create your perfect ring. Visit our Build Your Ring tool to learn more. We also offer complimentary custom engraving services in either Block or Script font. Please note that engraved items are not eligible for return or exchange.

I need help placing my online order. How do I contact you?

If you need assistance, you can email us at contact@ellarosegems.com.

I placed an order and need to check the status/modify/cancel it. What do I do?

Please email us at contact@ellarosegems.com to check the status or make any changes to your order.

I saw an Ella Rose setting that I love, but I already have my own center stone. Can I send you my stone to have it set in an Ella Rose engagement ring?

Unfortunately, we cannot set your personal stones in our Ella Rose engagement rings. In this situation, we’d recommend that you order one of our mountings without a center stone, and then take it to a reputable local jeweler to have it set with your personal gemstone. Please note that Ella Rose is unable to extend our lifetime warranty to rings that were not set by our in-house master jewelers.

Sizing

How do I find my ring size?

There are several ways to determine your ring size. Please click here for a comprehensive how-to guide.

What do I do if I order the incorrect ring size?

Almost every Ella Rose engagement ring and wedding band is entitled to one free ring-resizing within 30 days of purchase as part of our risk-free shopping experience. We‘ll even ship the newly resized ring back to you, for free, via FedEx two day. We are unable to offer this free service for classic eternity bands as they cannot be resized and must be completely re-manufactured.

Return Policy

What is your return policy?

If, for any reason, you are not completely satisfied with your order, you may return it within 30 days for a full refund or exchange- we even cover the cost of return shipping. Engraved or resized items are not eligible for return or exchange. Please visit our Return Policy page to read our policy and procedures in full.

What is the return process?

To return an item, please follow the return procedures listed below:
  • 1. Email us at contact@ellarosegems.com to obtain your Return Shipping Authorization Code. We will provide you with a complimentary 2-Day FedEx label.
  • 2. Package your return, including all original paperwork and packaging. If your item came with a gemstone certificate and that certificate is not returned, you may be liable for the $50 replacement cost.
  • 3. In order for insurance to be valid with the use of the free FedEx label we provide you, you must “double box” your return. We recommend using original packaging, if possible. Place your item in its jewelry box, and seal it in a medium-sized box. Seal the medium-sized box within a larger box. Affix the complimentary FedEx label, write your Return Shipping Authorization Code on the outside of the box, and drop it off at your nearest FedEx location. Obtain a receipt to confirm that the item has been shipped - this acts as proof of insurance.
  • 4. Returns take approximately seven business days to process upon receipt. You will be refunded via your original method of payment.

Shipping

Where do you ship?

Ella Rose ships to physical home or business addresses within all 50 states. We do not ship to P.O. Box addresses. Please visit our Shipping Policies page to read our policies and procedures in full.

What is the cost of shipping?

Ella Rose offers free 2-Day FedEx shipping. Overnight shipping is available via FedEx for $50. All shipments are fully insured.

Can I ship to an address other than my billing address?

We understand that jewelry is often purchased for surprise occasions, and for that reason we’re happy to ship to addresses other than your home billing address. To protect against credit card fraud, we will confirm that your credit card company has this alternate shipping address on file. To help expedite this process, be sure to call your issuing bank and provide them with this alternate shipping address.

How long after I place my order will my package be shipped?

To help you plan when to expect your order, you’ll receive an order confirmation email with expected arrival date. Please allow one to two business days for your order to process.

Will a signature be required?

Yes, all packages over $50 will require an adult signature upon delivery. If you are unable to be present to sign for your package, you can have it shipped to your local FedEx location so you can pick it up at your convenience.

Payment

What methods of payment do you accept?

We accept all major credit cards (Visa, MasterCard, American Express, and Discover,) as well as PayPal.

Will I be charged sales tax on my order?

Ella Rose only collects sales tax on orders shipped within the state of Tennessee.

When will my credit card be billed?

Credit cards are billed at the time of purchase.

What is a credit card security code?

The credit card security code is a 3 or 4 digit number that appears on your credit card. Visa and MasterCard users will find this code to the right of the signature panel on the back of their card. Discover and American Express users will find this number on the right side on the front of their card.

Can I split the payment between two different credit cards?

Not at this time.

Lifetime Warranty, Insurance, and Long-Term Care

Do you provide care for jewelry sold on your site?

As part of our lifetime ring warranty, you can send us your jewelry when needed for free prong tightening, re-polishing, rhodium plating, and cleaning. Visit our Lifetime Warranty page to review our policies and procedures in full.

What is covered by your lifetime warranty?

At Ella Rose, we stand behind our master craftsmanship and the quality of our jewelry. Ella Rose provides a free lifetime ring warranty against manufacturing defects. All handcrafted items go through strict quality control to ensure the item you receive is free of any defects. Our manufacturing warranty does not include coverage for regular wear and tear, loss of center gemstones, product loss, or theft. Please review our lifetime ring warranty for a comprehensive list of the complimentary services we provide.

What is covered by the Forever One moissanite warranty?

Ella Rose offers a limited lifetime warranty on Forever One™ lab-created moissanite by Charles & Colvard®. This limited warranty covers optical properties of the stones including brilliance and fire, as well as the physical integrity of the stone including chipping, breaking, scratching, and abrasions. It does not cover damage or defects as a result of abuse, misuse, loss, or theft of your gem(s). To be eligible for the Limited Warranty, you must register your Forever One online at warranty.charlesandcolvard.com within 30 days of purchase.

Do you provide insurance appraisals?

Yes. Ella Rose provides a complimentary letter of value with each engagement ring purchase or piece of fine jewelry valued above $1,000. This letter of value represents the suggested retail price for the stated item and should be submitted to your insurance agent when you add the piece of jewelry to your insurance policy. Due to constant market fluctuations of gemstones and metals we recommend that letters of value be updated every two to three years, and offer this as a free service.

Do you insure jewelry?

Ella Rose only provides a letter of value that you can use to obtain insurance coverage, we do not provide jewelry insurance.

Do you have an upgrade policy?

Yes. Any loose gemstone purchased from Ella Rose can be exchanged for credit equivalent to the original purchase price for a new gemstone that is of at least 50% greater value. The center stone being upgraded must be in original condition and accompanied by original paperwork, including warranty card or lab grading certificate. We can remodel most engagement rings to accommodate the upgraded gemstone for a minimal charge.

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