Need Help?

Contact us via our live chat or write to customercare@www.aedelia.com

Orders

Do I need to set up an account to place an order?
Yes. You need an account to buy from us. There are many benefits with an Aedelia account such as orders review, orders cancellation, return/refund request and more.
What’s the status of my order?
Once your order has been dispatched, you will receive an email containing a Tracking Code, which you can use to track your order online. You can also review your order status at aedelia.com by signing into “My Account”>”Orders” using the email address and password you created.
How to cancel/change/refund/return my order?
We process orders very quickly, but we’ll do our best to accommodate any changes to your order. If the product you ordered has already arrived your shipping address and the order status is displayed as completed, you can login to your account at aedelia.com and request a return/refund at My Account > Orders > Request Return/Refund. If your product you ordered hasn't arrived your shipping address and the order status is displayed as processing, you can contact our Customer Care team immediately by messaging us with the live chat box located in the bottom right of our website or by sending us an email to customercare@www.aedelia.com and we will advise as to what action can be taken. Please remember to include your #order number in the message.
Can I ship to multiple addresses?
We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest you to place your orders separately for each destination.

Shipping, returns, and exchanges

When will I get my order?
The processing time depends on whether the product is in stock, when you place the order and which country are you shipping to? We aim to deliver your order to you as soon as possible. Orders are typically shipped out to our delivery partner within 24 hours for an in-stock product and we will do our best to reach your doorstep within 2 – 12 working days. Our Customer Care team will contact you directly if there is any major change in delivery time.
How do I know if my order has been shipped?
You can follow your order’s progress online by using the tracking number provided in the email we send to you once your package leaves our warehouse.
How to cancel/change/refund/return my order?
We process orders very quickly, but we’ll do our best to accommodate any changes to your order. If the product you ordered has already arrived your shipping address and the order status is displayed as completed, you can login to your account at aedelia.com and request a return/refund at My Account > Orders > Request Return/Refund. If your product you ordered hasn't arrived your shipping address and the order status is displayed as processing, you can contact our Customer Care team immediately by messaging us with the live chat box located in the bottom right of our website or by sending us an email to customercare@www.aedelia.com and we will advise as to what action can be taken. Please remember to include your #order number in the message.
Where do you ship?
We ship to everywhere in the US, Hong Kong and Macau right now, but we plan to expand our shipping locations in the near future.
What does shipping cost?
Shipping is free for all orders.
What is your return policy?
We treat every purchased order with utmost care and attention. However, if you are not satisfied with our products, we will be happy to offer you a free return within 14 days upon the receipt of goods. Once we received your return item and inspected the goods, we will process your refund and you can expect to receive your refund within 7 - 10 business days. Please note that goods should be returned in perfect condition and in their original packaging. It’d be greatly appreciated if you could provide us with some feedback on the product that you’d like to return in the Return/Request form at My Account > Orders.
How do I return my purchase?
An Aedelia account is required to create a return. If you've already had an Aedelia account, visit My Account > Orders and locate the item/order you'd like to return. Click Request Return/Refund next to the item and fill out the required fields. Once the return/refund is approved, a booking confirmation email will be sent to you from our team detailing the pick-up date, time, address and procedures. Following the booking confirmation email, you will receive an email with shipping label. Please print it out and give it to the courier on the scheduled collection day. Please note that all users are required to have an Aedelia account to buy from us.

Payment, warranty and receipts

What is the payment method?
We offer a number of payment methods: 1. PayPal PayPal is a payment method for online purchases enabling buyers and businesses to send and receive money online. For more information, please visit “Paypal official website”. 2. Stripe Stripe is a relatively new payment method for online purchases. It currently powers businesses in 25 countries. For more information, please visit “Stripe official website”.
How do I know if my order is successful?
We will send a confirmation email with order number to your registered email. If you need another copy, email us at customercare@www.aedelia.com.
Is sales tax added to my order? (For U.S. customers)
No. There will be no sales tax added to your order.
Do I have warranty for the product I purchased?
Yes! Each piece of Aedelia jewellery is guaranteed for 12 months under normal conditions of wear and tear. Jewellery should never be twisted, snapped or tightened. If you’d like to make any adjustments, please contact customercare@www.aedelia.com and we will do our best to help you!
How secure is your payment gateway?
At Aedelia, all transactions are processed through a secure third-party online gateway that encrypts your card details in a secure host environment. When you submit your credit card information, including security code, we will encrypt the info and transmit to issuers for payment verification and approval. No information of your card details will be stored in our system.

Products

What kind of material do you use in your jewelry?
Aedelia jewellery is made using 18-karat gold and precious and semi-precious gemstones. Each piece is handmade and gemstone pieces are bespoke cut to expose natural variation, making your jewellery beautifully unique. Aedelia diamonds are “VS” in clarity and “G/H” in colour, and are ethically sourced from suppliers that adhere to the Kimberley Process.
Is there plating on your jewelry?
Only our white gold jewelry is plated with Rhodium. Rhodium is a rare and valuable metal, and is a member of the platinum family. Due to its intrinsic hardness and resistance to corrosion, rhodium plating is used to prevent tarnishing, protect the metal for longevity, and provide a bright silver-white finish.
Are there Cadmium and Lead in your jewelry?
No. Our jewelry is 100% free of Cadmium and Lead.

Referral Programme

How do I know if someone I refer makes a purchase?
Whether you share via email, social media, or personal link, we’ll track all purchases with your unique referral account. We’ll keep you updated if someone you refer makes a purchase.
When will I receive the reward?
Normally, you’ll receive your reward 30 days after your friend you refer makes a purchase. However, sometimes it may take a little longer than 30 days as we have to make sure there is no return of products.
Is there a limit on how much I can earn?
Nope – the more you refer the more you can earn – with no cap.

Privacy

How safe is your website?
Please be assured that we take data protection very seriously, and your information will only be shared with third parties where they abide by applicable data protection. In order to ensure that your shopping experience is safe, simple and secure, Aedelia uses Secure Socket Layer (SSL) technology to encrypt and protect the data you send to us including your name, postal address, email address and password. You can tell if the SSL is enabled by seeing a padlock at the top of your browser and you can click on it to find out information about the SSL digital certificate registration.