FAQs
Buy on the ELIE Paris Montreal website
How to create an account?
Click on the icon at the top right of your screen, then on “Create an account” with your email address.
Why create an account on the ELIE Paris Montréal Site?
An elieparismontreal.com account allows you to:
- Track your online purchases,
- Manage your personal information,
- Subscribe/unsubscribe from ELIE Paris Montréal newsletters,
- Save/share your wishlist from any device.
How to subscribe or unsubscribe from the ELIE Paris Montreal Newsletter?
The ELIE Paris Montreal Newsletter keeps you up to date with all the latest news and new ELIE creations. To register, click on the button
“Subscribe to the Newsletter” at the bottom of the home page of the Website. You can then fill in the necessary information and finalize your registration by clicking on the arrow.
To unsubscribe from our Newsletter, click on the “Unsubscribe” link in one of the emails.
Can I cancel or modify my order?
For security reasons, no modification is possible on an order once your payment has been validated. For more information, please contact our customer service via the CONTACT Page.
Product Information
What types of materials do you use in ELIE jewelry?
ELIE Paris Montréal jewelry is made from recycled 925 sterling silver. They are then plated with either rhodium or 18 carat 1 micron gold.
Can 925 sterling silver jewelry cause allergies?
ELIE Paris Montréal jewelry is hypoallergenic. They do not contain nickel or other inappropriate materials.
How long does ELIE jewelry last?
ELIE Paris Montréal jewelry is subcontracted in Italy. The materials used and the surface treatments used allow our jewelry to be robust and durable. However, improper use and lack of maintenance can alter the quality of the jewelry.
Click here to properly care for your jewelry.
What is the ELIE Paris Montreal guarantee?
We offer a 30-day international guarantee on all ELIE Paris Montréal jewelry, from the date of receipt of the jewelry. It applies exclusively to lack of conformity and manufacturing defects (broken chain, defective clasp, etc.). However, it does not cover, for example, superficial scratches, changes due to wear and tear of the jewelry, missing components/materials or any other damage resulting from neglect or improper use. Please also note that jewelry must be returned in its original packaging in perfect condition.
Click here for more information.
Payment on the ELIE Paris Montreal Website
What payment methods do you accept?
We accept the following payment methods: Visa, Amex, Mastercard, Alma (Payment in installments without fees), Apple Pay.
Is my payment secure?
Protecting our customers' data is one of our priorities. All payments on the elieparismontreal.com Site are secure. An SSL encryption system is in place to protect your personal and payment data. Your banking information will not be recorded by ELIE Paris Montréal.
What is the security code on my credit card?
A security code consists of 3 or 4 digits. This code is used to secure online commercial transactions. For American Express credit cards: the 4-digit code is printed on the front of your card, to the right of your main credit card number. For other types of credit cards (Visa, Mastercard): the 3-digit code is printed on the back of your credit card, in the signature field.
Will I be charged additional taxes?
All prices displayed online on ELIE Paris Montréal are all taxes included.
Shipping and Delivery
What shipping method do you use at ELIE Paris Montreal?
We use UPS services to ship orders, Monday to Friday.
To which country can I have my ELIE Paris Montreal order delivered?
We deliver orders Monday to Friday to the following countries:
Metropolitan France
European Union countries:
- Germany
- Austria
- Belgium
- Spain
- Ireland, Republic of
- Italy
- Luxembourg
- Netherlands (Holland)
- Portugal
Countries of Great Britain:
- England
- Scotland
- North Ireland
- Wales
North American countries:
- Canada
- United States of America
What are the estimated delivery times?
Delivery times depend on the delivery destination and the delivery service you select (standard or express). Generally speaking, you will receive your order on average within 7 working days.
How much are the shipping costs?
Deliveries in Metropolitan France
- Standard delivery time to home or relay point with signature (free): 1 to 3 working days.
- Express home delivery time with signature (€9.99): 1 working day.
Deliveries to European Union countries
- Standard home delivery time with signature (free): 2 to 5 working days.
- Express home delivery time with signature (€14.99): 1 to 2 working hours.
Deliveries to the countries of Great Britain
- Standard home delivery time with signature (free): 2 to 5 working days.
- Express home delivery time with signature (€17.99): 1 to 2 working days.
Deliveries to North American countries
- Standard home delivery time with signature (€9.99): 3 to 7 working days.
- Express home delivery time with signature (€19.99): 2 to 3 working days.
Please also note that some destinations include customs fees upon receipt of the package. The amount varies and depends on the country selected. These taxes are applicable by the customs of the recipient country, and are not included in ELIE delivery costs.
Is a signature required when my order is delivered?
The security of order delivery is one of our priorities. All ELIE Paris Montreal orders are delivered Monday to Friday by UPS and require a signature upon delivery.
If you are not present for the signature, you will have the option of requesting a second visit from the delivery person or collecting the package at the secure point of your choice (relay point, UPS station near you, etc.) . Also note that for security reasons delivery to post office boxes / PO boxes is not available.
I have not received an order confirmation.
We invite you first to check that our emails are not in your spam folder.
If you think you have entered an incorrect address, please contact us on the CONTACT Page and we will update your details.
Where can I find my order number?
You will find your order number in the order confirmation email sent after your purchase. It starts with the symbol # and is followed by 4 digits.
You will also find your order number in the shipping confirmation you receive after your order is sent, and in your customer account if you have one.
How to track my order ?
You will receive an email including the tracking number upon shipping. You can use this number to track your order on the UPS Websites ( Tracking | UPS - France ) . If you cannot find the email, we invite you to check your spam folder.
Otherwise, contact us on the CONTACT Page .
You can also track your order by logging into your ELIE Paris Montréal account online.
How do I change my delivery address?
If your order has not yet been shipped, we may change your delivery address.
Once your order has been shipped, we cannot change your delivery address. ELIE Paris Montréal is no longer responsible. You will need to contact UPS directly in your country. Please note that UPS does not accept address changes to a different country, and you may be charged additional fees.
Please also note that orders are prepared quickly, therefore changes and cancellations at the Buyer's request cannot be accepted after shipment. However, you can contact us on the CONTACT page , and we will do our best to accommodate your request.
What happens if an item is out of stock?
It may happen that a product is out of stock. We will notify you when it is available for sale again. We invite you to follow our Instagram account @elieparismontreal to find out all our news and the restocking dates of our items.
Returns and exchanges
What is your return policy ?
Products purchased on our Site elieparismontreal.com can be exchanged or returned via up to 30 days after the date of receipt. We accept unworn products, accompanied by the original ELIE Paris Montréal packaging. Click here for more information.
How to exchange or return a product?
If you wish to exchange or return your jewelry, please write to us on the CONTACT Page. We accept unworn products, accompanied by the original ELIE Paris Montreal packaging. We will process your request within 5 days maximum following receipt of your jewelry.
We will send you an email once the refund or exchange is completed.
*ELIE Paris Montréal will not be responsible in the event of loss of the package during return.
When will I be reimbursed?
The refund will be made within 14 working days from receipt and verification of your items by ELIE Paris Montréal. Subject to our agreement, reimbursement for returned items (excluding delivery costs) will be made via the original payment method.
For any questions, do not hesitate to contact us on the CONTACT Page.
Jewelry advice & maintenance
What is the length of ELIE Paris Montréal necklaces?
ELIE Paris Montreal offers unisex jewelry that can be worn by different body types. Our collars are adjustable between 18 and 56 cm.
What is the length of ELIE Paris Montréal bracelets?
ELIE Paris Montreal offers unisex jewelry that can be worn by different body types. Our bracelet is adjustable up to 21.5 cm.
How do I properly maintain my ELIE Paris Montréal jewelry?
ELIE Paris Montréal jewelry is plated and may oxidize over time.
It is important to take care of them to maintain their shine:
- Avoid contact with liquids (water, perfumes, cosmetics, alcohol, chemicals)
- Clean your jewelry regularly with the wipe provided
- Store your jewelry separately in its original pouch in a dry, cool place when you are not wearing it
Customer service
How to contact us ?
For any questions (order, cancellation, refund, etc.), please contact us on the CONTACT Page.
Our customer service will respond to your request within the next 24-48 hours.
Security & Privacy
Is the Site secure?
Payments must be made by credit card; they are carried out through the secure system which uses the SSL (Secure Socket Layer) protocol so that the information transmitted is encrypted by software and no third party can become aware of it during transport on the network.