Shipping

All orders placed on www.elenamatallana.com will ship directly from Colombia.

All orders over $200 receive free shipping with the code FS20.

All orders are custom packaged with special care to ensure the quality and safety of your purchase. Unless specified otherwise, all orders are shipped via DHL. Please email customerservice@elenamatallana.com with any inquiries. Elena Matallana is not responsible for any duties, taxes, or other fees that may be assessed on international shipments.

Please note that our jewelry is made to order. All orders are subject to production and fulfillment lead times before they ship. Each piece is estimated to be delivered approximately 20 days from the next business day after an order is placed. While we aim to ship your order within the stated ship windows, the actual time to ship your order may be longer or shorter depending on production capabilities and other conditions. If you wish to check on the status of your order, please do not hesitate to contact us at customerservice@elenamatallana.com.

Returns & Exchanges

We accept returns for store credit and exchanges within 10 business days of delivery.

  • Items, including packaging, should be returned in original selling condition along with proof of purchase.

  • Merchandise condition is subject to our assessment.

  • The customer is responsible for all related shipping costs for returns and exchanges.

  • Return and Exchange policy does not apply for Jewels on sale.

  • No refunds.


REPAIRS

For all repair inquiries, you can email us at customerservice@elenamatallana.com. Please include in your request: proof of purchase and a photo of the damaged item.

  • Repair options may include re-plating and/or post replacement as needed.

  • The customer is responsible for the cost of repair and shipping.

  • Once you submit a request for the repair you will receive further return instructions

  • Elena Matallana stands behind all the merchandise displayed on this website, and that’s why we’re happy to address and assist you with any manufacturing issues with our pieces. These requests are subject to our Return Policy, and should be made within the first 15 days of purchase confirmation.

    If your item is damaged due wear and tear, accidents, or other damages done by you or someone else, please email us and we’ll assess the cost of repair. All repairs are subject to shipping charges, and we reserve the right to refuse services.

  • A sales representative will contact you after we receive the package to finalize repair details and a cost estimate.

Jewelry Care

  • Always protect your jewelry from scratches, chemicals, and extreme temperatures.

  • Store your jewelry in a clean dry space.

  • Be sure to remove before swimming or when near chlorine.

  • Clean with warm water and mild detergent. Dry thoroughly with a soft towel.

  • Avoid spraying perfume directly on jewelry.

  • Take care when using lotions or creams as they may cause damage to your jewelry.