Shipping policy


Every piece finds its way to you.

We pack each order by hand, with care. What leaves our studio is something we'd be proud to receive ourselves — and we want it to arrive that way.

A note before the details: each piece is hand-crafted to order. We do not mass produce. 

We do things differently. Part of that is being transparent about timelines — what your piece takes to make, and when it will reach you. The full timeline is below.

The timeline, in full.

Order confirmation.

Within minutes of purchase. You'll receive an email confirming your order and your piece.

Order processing.

1–3 business days. We review every order carefully before sending it to our skilled artisans. This includes confirming sizing, engraving details (for founding pieces), and any custom notes you've included.

Production.

2–6 weeks. Every piece is hand-crafted, one piece at a time, by people who have been doing this work for years. The 2–6 week window is honest — most pieces complete closer to the 2–4 week mark, but we hold the longer window because hand-craft is not a process we will rush. If your piece is ready earlier, you'll hear from us earlier.

Shipment.

3–5 business days. Expect a slight variation depending on destination and customs clearance.

Total estimated time from order to arrival.

4–8 weeks for most orders. Most pieces arrive sooner. We give the wider window because we'd rather you be surprised early than disappointed late.

Within this window, we don't expect further delays. If something unexpected does happen on our end, we will tell you as soon as we know, with weeks of notice when possible. Not after.

We will keep you informed at each step. You will not be wondering where your piece is. That's on us.

Shipping

Complimentary worldwide shipping on every order. Applied automatically at checkout — no code, no minimum, no asterisks.

All orders ship fully insured against loss and damage in transit. If anything goes wrong between our studio and your door, the loss is ours, not yours.

  • Most shipments arrive in 3–5 business days from the day they leave our studio.

Delivery windows are estimates from major carriers. Severe weather, holiday volume, and customs processing can occasionally extend them. We monitor every order until it arrives.

Made-to-order, specifically

A short note on what "made to order" actually means here.

Each piece is crafted in response to your order. We do not hold inventory of finished pieces waiting to ship. When you place your order, our team of skilled artisans begins your specific piece — your size, your founding number if applicable, your engraving.

This is why production takes 2–6 weeks. It is also why the piece you receive is the only one of its kind, made for you specifically.

If your piece is part of a limited founding edition, the timeline is the same — but the piece will arrive with your hand-numbered card, our brand's hidden signature mark on your piece, and Certificate of Ownership.

If you have a specific date you need the piece by — an anniversary, a milestone, a gift occasion — please tell us at the time of order. We will tell you honestly whether we can meet the date. We do not commit to dates we cannot keep.

Packaging

Each piece arrives in a standard jewelry box, designed to be kept rather than discarded.

Founding-edition pieces also include a hand-numbered card signed by the Founder and Certificate of Ownership. All these ensure that your order is authentic and exclusively came from our reputable brand.

Tracking your order

Once your order ships, you'll receive an email with a live tracking link. Updates may take 24–48 hours to appear after the label is created — this is normal, especially on the first scan.

If your tracking hasn't updated in over 5 business days, reach out to us and we'll look into it on your behalf.

Duties & customs

Your country may apply import duties or customs fees upon arrival. These are outside our control and are the responsibility of the recipient.

We declare the correct value on all shipments and do not mark orders as gifts to circumvent customs — we ask that you understand this is to protect both of us.

If something goes wrong

  • Damaged on arrival. Take a photo before opening further and contact us within 5 days. We'll arrange a replacement or refund with no hassle.
  • Marked delivered, but not received. Check with neighbors or your building first. If it's still missing after 24 hours, write to us — we'll open a carrier investigation together.
  • Wrong item received. Contact us right away. We'll get the correct piece to you and handle the return of the wrong one at our expense.
  • Long delay on international shipping. Customs clearance can sometimes cause hold-ups beyond estimated windows. Contact us if your order is over 25 business days with no update.
  • Anything else. If something feels wrong or unclear about your order, write to us. We would rather hear from you and fix it than have you wonder whether to reach out.

Please reach out to us before filing a dispute. Most issues can be resolved quickly and directly — and we'd genuinely rather fix it ourselves.

Contact us

We respond to every message within 1–2 business days. For urgent issues like damaged pieces, missing deliveries, time-sensitive concerns — please mention "urgent" in your subject line and we'll prioritize the response.

Email: info@elizapayne.co

Hours: Monday–Friday, 9am–6pm EST

If you're writing about an existing order, please include your order number. It helps us help you faster.