Shipping policy

Ellara Jewelry Shipping Policy

Last Updated: September 10, 2026

Thank you for shopping with Ellara Jewelry.

This Shipping Policy explains how orders placed with Ellara Design Incorporation, operating as Ellara Jewelry, are processed, shipped, delivered, and handled when shipping issues arise.

By placing an order with Ellara Jewelry, you agree to this Shipping Policy together with our Terms & Conditions, Return & Refund Policy, Warranty Policy, Privacy Policy, and any product-specific terms displayed at the time of purchase.

Nothing in this Shipping Policy is intended to limit any rights available to consumers under applicable Canadian or Alberta consumer protection legislation.

1. Where We Currently Ship

Ellara Jewelry currently ships online orders within Canada only.

We may expand shipping to additional countries in the future, including the United States and United Kingdom.

If international shipping becomes available, eligible destinations, shipping rates, duties, taxes, and other applicable conditions will be displayed during checkout.

Availability of shipping to a particular location may change at any time depending on carrier availability, cost, service restrictions, customs requirements, or other logistical considerations.

2. Order Processing

Our typical order processing time is approximately 2–7 business days, unless otherwise stated on the applicable product page.

Processing time refers to the time required for Ellara to prepare your order before it is transferred to the shipping carrier.

Processing time does not include carrier transit time.

Certain orders may require additional processing time, including:

  • Custom-fitted jewelry

  • DesignMe jewelry

  • Personalized jewelry

  • Engraved jewelry

  • Made-to-order pieces

  • Special-order items

  • Large or multi-item orders

  • Orders placed during holidays, launches, promotions, or unusually busy periods

If a product has a different expected processing time, that information may be displayed on the applicable product page.

3. Business Days

Business days generally refer to Monday through Friday and exclude applicable statutory holidays.

Orders placed on weekends or holidays may begin processing on the next business day.

Carrier operating schedules may differ from Ellara's business schedule.

4. Shipping Within Canada

Ellara is committed to offering accessible shipping throughout Canada.

Where advertised, eligible Canadian orders may receive free standard shipping.

Free shipping applies only to eligible shipping methods and destinations.

Certain destinations or delivery situations may require a different shipping service and may not qualify for the standard free-shipping method.

Shipping rates, options, and eligibility shown during checkout will apply to your order.

5. Rural & Remote Deliveries

Orders being delivered to rural, remote, northern, or otherwise less frequently serviced areas may require additional delivery time.

Carrier estimates may be longer for these destinations due to:

  • Reduced delivery frequency

  • Distance from major distribution centres

  • Weather

  • Transportation availability

  • Local carrier schedules

  • Remote-access limitations

  • Seasonal conditions

Please allow additional time when ordering from a rural or remote location.

Ellara does not control carrier transit times once a parcel has been transferred to the shipping provider.

6. Delivery Estimates

Any delivery date or transit estimate shown during checkout or provided by a shipping carrier is an estimated delivery timeframe unless expressly guaranteed by the carrier.

Delivery may be affected by circumstances outside Ellara's reasonable control, including:

  • Weather

  • Snowstorms or other severe conditions

  • Wildfires

  • Flooding

  • Labour disruptions

  • Carrier delays

  • Transportation interruptions

  • Seasonal shipping volume

  • Rural or remote destinations

  • Government actions

  • Service interruptions

  • Incorrect or incomplete customer addresses

  • Other events outside our reasonable control

Where applicable consumer legislation provides cancellation or other rights because of delayed delivery, those rights remain unaffected by this policy.

7. Orders of $150 or More Require a Signature

Orders with an order value of $150 CAD or more require signature confirmation upon delivery.

This policy helps protect both Ellara and our customers when shipping higher-value jewelry.

If your order requires a signature, please plan to:

  • Be available at the delivery address;

  • Have another authorized person available to sign where permitted by the carrier; or

  • Arrange pickup or redelivery directly with the carrier according to its procedures.

A signature-required parcel may not be left unattended.

If you know you will not be home, please monitor your tracking information and arrange an appropriate pickup or delivery option with the carrier where available.

Ellara may also require signature confirmation on an order valued below $150 where reasonably necessary due to:

  • Destination

  • Product value

  • Fraud-prevention concerns

  • Previous delivery issues

  • Carrier requirements

  • Other reasonable security considerations

8. Missed Signature Deliveries

If a delivery attempt is made and no authorized recipient is available to sign, the carrier may:

  • Attempt delivery again;

  • Leave a delivery notice;

  • Hold the parcel at a pickup location; or

  • Return the parcel to Ellara after the carrier's holding period expires.

Customers are responsible for monitoring tracking information and collecting signature-required parcels within the carrier's permitted pickup period.

Ellara is not responsible for additional delays caused by a customer's failure to receive or collect a signature-required parcel.

If a parcel is returned to Ellara because it was not collected or accepted, additional shipping charges may apply before the order can be resent.

Custom, personalized, DesignMe, engraved, and other final-sale products do not become refundable simply because a delivery was missed or the parcel was not collected.

9. Shipping Address Responsibility

Customers are responsible for providing a complete and accurate shipping address at checkout.

Before completing your order, please carefully verify:

  • Recipient name

  • Street address

  • Unit or apartment number

  • City

  • Province

  • Postal code

  • Telephone number where requested

Ellara ships according to the information provided with the completed order.

10. We Do Not Change Shipping Addresses After an Order Is Placed

For customer security, payment verification, fraud prevention, and chargeback protection, Ellara does not manually change the shipping address attached to a completed order.

If you entered an incorrect address, contact us immediately.

If the order has not yet shipped and cancellation is still possible, the original order must be cancelled and a new order placed using the correct shipping address.

This ensures that the shipping information remains consistent with the customer's order and payment record.

We do not redirect an order to a different address based solely on an email, message, telephone call, social-media message, or other request after checkout.

This policy helps protect both the customer and Ellara from unauthorized address changes and fraudulent transactions.

11. Address Changes for Custom Orders

If an order contains:

  • DesignMe jewelry

  • Engraving

  • Personalized jewelry

  • Custom sizing

  • Made-to-order jewelry

  • Other customized products

and production has already begun, cancellation may not always be available simply because the customer entered an incorrect shipping address.

Contact us as soon as possible so we can review the status of the order.

Any statutory rights available under applicable law remain unaffected.

12. Orders Already Shipped

Once an order has been transferred to the shipping carrier, Ellara generally cannot:

  • Change the delivery address;

  • Redirect the parcel;

  • Retrieve the parcel;

  • Change the recipient;

  • Change the shipping service; or

  • Guarantee changes requested through the carrier.

Where a carrier offers customer-managed delivery preferences or pickup arrangements, the recipient may be able to arrange these directly with the carrier.

Any changes remain subject to the carrier's own policies.

13. Incorrect or Incomplete Addresses

If a parcel cannot be delivered because the customer entered an incorrect or incomplete address, Ellara is not responsible for carrier delays or delivery failure caused by that information.

If the parcel is returned to Ellara, the customer may be responsible for the cost of shipping it again.

Where permitted by law, additional carrier charges caused by an incorrect customer-provided address may also be the customer's responsibility.

Custom and final-sale items remain subject to their original final-sale conditions.

14. PO Box Addresses

Ellara can ship to PO boxes where a compatible shipping service is available.

However, PO box shipments may require a different or more expensive shipping service than our regular shipping method.

Where our standard or free shipping option cannot service a PO box, the customer will be required to select and pay for the applicable express or PO box-compatible shipping option.

We are unable to absorb or waive additional carrier costs associated specifically with PO box delivery.

If you provide a PO box but do not select a compatible shipping method, we may contact you before fulfillment.

If an appropriate delivery method cannot be arranged, the unfulfilled order may need to be cancelled and refunded where applicable.

15. Tracking

Where tracking is included with the selected shipping service, tracking information will be provided after the parcel has been processed by the carrier.

Tracking information may take some time to update after the label has been created or the parcel has been transferred to the carrier.

Customers are responsible for monitoring tracking information after shipment.

16. Tracking Shows Delivered but You Cannot Find the Parcel

If tracking indicates that your parcel has been delivered but you cannot locate it, please first:

  • Check around the delivery location;

  • Check with household members;

  • Check your mailbox or community mailbox;

  • Check your building's concierge, reception, parcel room, or mail area where applicable;

  • Check with nearby neighbours where appropriate; and

  • Review any delivery photographs or notices provided by the carrier.

Please contact us promptly if you still cannot locate the parcel.

We may assist with initiating or supporting a carrier investigation where appropriate.

17. Lost Parcels

If tracking stops updating or a parcel appears to be lost in transit, please contact Ellara.

A shipment may need to remain without movement for a minimum period established by the carrier before it can officially be considered lost.

Ellara may open a claim or investigation with the carrier.

Customers may be required to provide reasonable information or documentation required by the carrier.

A replacement or refund, where applicable, may not be issued until sufficient information is available to reasonably determine the status of the shipment, subject to any rights available under applicable consumer legislation.

18. Stolen Parcels After Delivery

Where tracking and available carrier information confirm successful delivery to the shipping address supplied with the order, Ellara may not be responsible for theft or disappearance occurring after confirmed delivery, except where applicable law provides otherwise.

For orders of $150 or more, signature confirmation provides additional delivery protection.

Customers are encouraged to choose a secure delivery location and promptly retrieve delivered packages.

19. Damaged Shipping Packages

If your parcel arrives visibly damaged, please photograph:

  • The outer shipping package;

  • Shipping label;

  • Interior packaging; and

  • Damaged jewelry or items.

Please retain all packaging while the claim is being reviewed.

Contact Ellara within 7 days of confirmed delivery in accordance with our Return & Refund Policy.

Do not discard damaged packaging until we confirm that it is no longer required for a carrier claim.

20. Incorrect Items

If Ellara sends you an item that does not match your confirmed order, please contact us within 7 days of delivery.

Include your:

  • Order number;

  • Description of the issue; and

  • Clear photographs of the item received.

Incorrect-item claims are handled according to our Return & Refund Policy.

RETURN SHIPPING

21. Return Shipping Costs

Unless an item is being returned because of a confirmed error by Ellara or otherwise required by applicable law, customers are responsible for all costs associated with returning an eligible item.

Ellara does not provide complimentary return shipping labels for customer-initiated returns.

Customers are responsible for:

  • Purchasing the return shipping label;

  • Postage;

  • Tracking;

  • Insurance where desired;

  • Packaging;

  • Envelopes;

  • Mailers;

  • Boxes;

  • Protective materials;

  • Any other materials necessary to safely return the product.

Original shipping materials provided with an order are not guaranteed to be reusable as return packaging.

22. Return Packaging

Customers are responsible for packaging returned jewelry securely enough to prevent damage in transit.

Ellara does not provide or reimburse:

  • Return envelopes

  • Return mailers

  • Boxes

  • Protective packaging

  • Bubble mailers

  • Postage

  • Insurance

  • Tracking

unless we specifically agree otherwise because of an Ellara error or applicable legal requirement.

If a returned product is damaged because it was inadequately packaged by the customer, refund eligibility may be affected to the extent permitted by law.

23. Return Tracking

We strongly recommend using a tracked shipping service for all returns.

Until an authorized return is physically delivered to Ellara, the return remains the customer's responsibility.

Ellara is not responsible for customer return shipments that are:

  • Lost;

  • Stolen;

  • Misdelivered;

  • Damaged in transit; or

  • Sent to an incorrect address

before reaching us, except where responsibility cannot legally be excluded.

24. Return-to-Sender Parcels

A parcel may be returned to Ellara by the carrier because of:

  • Incorrect address information;

  • Incomplete address information;

  • Failure to collect the parcel;

  • Refusal of delivery;

  • Missed signature attempts;

  • An unclaimed parcel;

  • Carrier restrictions;

  • Other delivery problems.

A parcel being returned to Ellara by the carrier does not automatically qualify as an approved return or refund.

Final-sale products remain final sale.

If the parcel is eligible to be resent, the customer may be required to pay the new shipping cost and any return-to-sender fees imposed by the carrier where permitted by law.

25. Refused Deliveries

Refusing a shipment does not automatically cancel an order or create eligibility for a refund.

Customers who wish to request a return should follow our Return & Refund Policy rather than refusing delivery.

Custom, personalized, DesignMe, engraved, made-to-order, and other final-sale products remain final sale even if delivery is refused, subject to applicable law.

DELIVERY & CARRIER RESPONSIBILITY

26. Transfer to the Carrier

Once an order is transferred to the shipping carrier, transportation and delivery are performed by that independent carrier.

Ellara will make reasonable efforts to assist customers when shipping problems occur, but we do not directly control:

  • Carrier routes;

  • Delivery schedules;

  • Sorting facilities;

  • Delivery attempts;

  • Weather delays;

  • Carrier staffing;

  • Pickup-location hours; or

  • Other operational decisions made by the carrier.

27. Carrier Claims

When a carrier investigation is required, Ellara and/or the customer may need to provide:

  • Tracking information;

  • Delivery photographs;

  • Proof of purchase;

  • Shipping records;

  • A declaration of non-receipt;

  • Photographs of damaged packaging;

  • Other documentation requested by the carrier.

Customers agree to reasonably cooperate with legitimate carrier investigations.

Providing false or misleading information in connection with a shipping claim may result in the claim being denied and may be treated as fraudulent activity where appropriate.

28. Shipping Delays Do Not Automatically Create a Refund

A carrier delay does not automatically make an otherwise final-sale or customized order refundable.

However, this does not limit cancellation, refund, delivery, or other rights provided under applicable consumer protection law.

FRAUD PREVENTION & ORDER SECURITY

29. Order Verification

Ellara reserves the right to conduct reasonable order verification before shipment.

We may contact a customer where an order presents unusual or inconsistent information, including:

  • Billing and shipping discrepancies;

  • Unusual order activity;

  • High-value purchases;

  • Repeated failed payments;

  • Payment-provider warnings;

  • Fraud screening alerts;

  • Other reasonable security concerns.

Shipment may be temporarily held while verification is completed.

30. Orders We Cannot Verify

Where we cannot reasonably verify an order or payment, we reserve the right to cancel and refund the unfulfilled order.

This helps protect Ellara and our customers from unauthorized transactions, fraud, and chargebacks.

FORCE MAJEURE & EVENTS OUTSIDE OUR CONTROL

31. Events Outside Ellara's Reasonable Control

Ellara is not responsible for shipping delays caused solely by events outside our reasonable control, including major:

  • Weather events;

  • Wildfires;

  • Floods;

  • Natural disasters;

  • Carrier disruptions;

  • Labour strikes;

  • Transportation shutdowns;

  • Government restrictions;

  • Public emergencies;

  • Infrastructure failures;

  • Other comparable events.

We will continue to comply with any obligations and consumer rights that apply despite such events.

FUTURE INTERNATIONAL SHIPPING

32. International Shipping

Ellara currently ships within Canada only.

We may later offer shipping to the United States, United Kingdom, or other countries.

If international shipping becomes available, an anticipated base rate may be approximately $25 CAD, but this amount is not guaranteed and is subject to change.

The shipping rate displayed at checkout at the time the order is placed will govern.

International customers may be responsible for:

  • Customs duties;

  • Import taxes;

  • VAT;

  • Brokerage fees;

  • Customs-processing charges; and

  • Other charges imposed by governments or carriers.

Ellara does not control these charges.

Unless we specifically state that duties or taxes are prepaid, they will be the customer's responsibility.

CHANGES TO THIS SHIPPING POLICY

33. Policy Updates

Ellara may update this Shipping Policy from time to time to reflect changes to:

  • Carriers;

  • Rates;

  • Shipping destinations;

  • Delivery services;

  • Business practices;

  • Fraud-prevention procedures;

  • Applicable laws or regulations.

The current version will be posted on our website with an updated revision date.

The policy applicable to an order will be interpreted together with the terms and information provided when that order was placed and any mandatory rights under applicable law.

Consumer Rights

Nothing in this Shipping Policy is intended to waive, restrict, or exclude rights or remedies that cannot legally be waived under applicable Canadian or Alberta consumer protection legislation.

Where applicable law provides a consumer with rights that conflict with this Shipping Policy, those legal rights will apply.

Contact Us

For questions about shipping or an existing order, please contact:

Ellara Design Incorporation
Operating as Ellara Jewelry

11009 26 Ave NW
Edmonton, Alberta
Canada T6J 5V3

Email: info@shopellara.com
Phone: 780-289-0925