DELTORA SUPPORT

Please read the FAQ's below. If you can't find the answer you are looking for our email is at the bottom of the page! We're always here for you.

SHIPPING AND DELIVERY

What is pre-order?

We get it - you guys can’t get enough of Deltora jewelry, literally! Sometimes when our Deltora jewelry start selling like hotcakes, unfortunately we can completely sell out before our next round of stock reaches our fulfilment centre. If this happens, we will put those Deltora pieces up for pre-order before they’ve arrived. We know what date our stock is due to arrive, so this is the date in brackets next to the product name. All orders will then be shipped out to our customers on that specified date. This allows our customers to reserve their favourite pattern and ensure they get their hands on the Deltora piece of their dreams.

How does shipping and delivery work?

You’ve made an order, the sun is shining and an angelic choir is singing in the background knowing your Deltora jewelry is on its way - now what?

Once an order is placed, our team will carefully collect your Deltora jewelry from the clouds and package it with hugs and love, so please allow up to 72 hours for our team to pick and pack your order. All orders are sent when all items are ready in full - this means that if you have a pre-order item in your order, all items will wait until that latest item is available and then will be sent out at the same time.

Sometimes there is too much love to put in one parcel so you may get multiple Deltora packages from our different fulfilment locations across the United States. Not to worry though, they will still be sent at the same time.

Your Deltora jewelry will then gently be sent via the Deltora Stork (or USPS, if the storks are unavailable), and then it should be safely in your patiently waiting hands within **2-14 business days.

As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow this magical journey.

Although we require a signature on delivery, due to current COVID-19 limitations this is at the discretion of the USPS delivery driver and they may leave your package in a safe place, or take it to your nearest post office if you are not home.

*Please note: We send via signature required post to ensure safe delivery - if you opt for ‘Safe Drop’ yourself, we are not responsible for the package in the rare case it is missing or stolen.

**Please note: all shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date (advised next to the product name in brackets), this is the date of dispatch. The delivery timeframe starts from the pre-order date it ships on. If there’s no date next to the product name, you’re in luck - it’s ready to go!

 

How do I track my order?

Yay, time to celebrate – it’s on its way! After we pass your order to the courier, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to their website so you can follow the live tracking updates!

Haven’t received your shipping confirmation email yet? Your order may be on pre-order, as confirmed on the website at time of purchase. Be sure to check your original order confirmation, you won’t receive a shipping confirmation email until that pre-order date.

 

What is insured shipping?

Although we try our very best, sometimes mistakes happen. Should your package have a delivery issue (such as being lost or missing from delivery), we can lodge an enquiry to follow up on your package and find out what’s happened. If you purchase insured shipping, after our investigation, if your item has been confirmed as lost or stolen, we will send out a replacement straight away. If you choose not to purchase insured shipping, we are unable to guarantee a replacement for your stolen item.

 

Help, I think my order is lost/hasn’t been delivered?

Although we try our very best, sometimes mistakes happen. Should your package have a delivery issue (such as being lost or missing from delivery), we can lodge an enquiry to follow up on your package and find out what’s happened. If you purchase insured shipping, after our investigation, if your item has been confirmed as lost or stolen, we will send out a replacement straight away. If you choose not to purchase insured shipping, we are unable to guarantee a replacement for your stolen item.

If your item still hasn’t been delivered within 8 days, please contact us and we can launch an investigation.

*Please note: Once we pass your Deltora order to our courier, your package is with a different provider. We completely understand delays are frustrating, however once your order is with the courier, any issues need to be investigated by our courier. We are able to contact them on your behalf to resolve any issues. Please be assured, we will always do our best to get the issue sorted as quickly as possible for you.

Can I change my shipping address?

Oops, Deltora jewelry not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.

*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!

Do you ship internationally?

Whilst we started in the United States, our Deltora pieces are loved all over the world! If you are looking to send to a different country, additional fees may apply.

PRODUCT QUESTIONS

How is my Deltora jewelry packaged?

We are just as excited as you are for you to receive your Deltora piece, and we’ve dressed it up for the occasion! Your Deltora jewelry will be packaged in a beautiful gift box, and we want everyone to feel like their Deltora delivery is special, even if it's a gift to yourself! All Deltora pieces come packaged in a branded mailing satchel, so you know exactly what item has turned up on your doorstep.

 

Care Instructions

We recommend keeping your jewelry away from perspiration, water, perfume, and cosmetics. This is especially important for our gold vermeil pieces, which are more prone to oxidation and tarnishing. We also suggest removing your jewelry before sleeping, showering, bathing, swimming, or engaging in any other activities that cause friction or contact with moisture.

When you are not wearing your jewelry, we encourage you to store it in your original Deltora pouch (and keep it in a cool, dry spot) to maintain luster and prolong its life. If you need to clean your jewelry, only use non-abrasive cotton or microfiber cloth. For more details, check out our Jewelry Care page.

 

Will you restock an item?

Missed out on your favorite style, and now the world just seems that little bit sadder? Don’t worry, we continuously restock all styles, so keep an eye out on the website for when they will be available again.

 

Are your Deltora jewelry sustainable?

We love our beautiful Earth, and we know you do too! All Deltora jewelry are made with recycled precious metals and sustainable packaging. So it feels like you're styling a golden nugget, but nicer :)

 

 

Is it overpriced?

Oh dear, you can definitely tell the ones who haven’t experienced Deltora pieces themselves yet! We can promise you, the Deltora is worth every penny. Gone are the days of bland outfits with holes in them that you can't quite justify throwing away - we ensure to source only the best possible materials for our adorable Deltora pieces so that they are designed to last! Once you put that golden, sunray enchanting piece on you, you'll know exactly what we're talking about.

 

Do you take suggestions or custom designs?

We’re here to take your suggestions – the weird, the wonderful, and the just plain wacky! Feel free to suggest your artistic vision (unfortunately an animal that’s half unicorn/half mermaid has already been suggested, before you ask!). Unfortunately we can’t guarantee your design will be made, and are not yet offering custom Deltora pieces at this point – sorry Deltora friends!

What are Deltora pieces made from?

Apart from being made with sunshine and sparkles, our Deltora jewelry are made from recycled sterling silver interior and sun-like recycled gold exterior. Don't be fooled by the word 'recycled' though - this is a completely high-quality and ultra durable version of gold made from recycled precious metals, so rest assured the beautiful Earth is not hurting from the making of your Deltora piece.

Do you offer wholesale or bulk purchase discounts?

Our Deltora jewelry are only sold on our online store, so we do not offer wholesale discounts for reselling. If you are looking to make a bulk personal purchase please email us at help@deltora.com for more information.

*Please note: This is subject to stock availability.

Can I send an order as a gift?

Have a special someone who you think needs a Deltora jewelry in their life (or just trying to earn some major brownie points)? A Deltora piece is the perfect gift! You can ship a Deltora jewelry directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address. All Deltora jewelry come automatically wrapped with a beautiful gift box, plus we don’t include any value invoices inside the bag as any receipts are sent directly to your own email address. It’s that easy!

*Please note: We're able include messages in the packages! So your Deltora piece has an extra message of love.

Are you stocked in any stores anywhere?

Nope, it’s just us! Our Deltora pieces are only available on our online stores, and we have Deltora representatives in all corners of the globe - just make sure you are purchasing from our trusted Deltora site.

Worldwide: deltora.com

RETURNS AND EXCHANGES

Do you have a returns policy?

Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We offer free returns for 30 days from date of delivery/receiving of order.

However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:

 

1. Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.

2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.

3. Item(s) must be in the original packaging, which must be in original condition.

 

This includes attached swing tag, gift boxes and jewellery packaging. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.

*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.

 

How long do I have to return my Deltora jewelry?

We know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 30 day return period for you to make that tough decision! Please refer to our returns policy for more information.

Can I return my order for a refund?

Sadly, we know that sometimes the Deltora jewelry is just not quite the right fit for some people. You can certainly return your Deltora jewelry to us for a full refund, provided it is returned within 30 days.

*Please note: all Deltora jewelry must be returned in as new condition, with the swing tag and bow to be eligible for a return.

**Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.

 

Can I exchange my order for a different product?

Another style caught your eye? It happens – trust us, our wardrobes are full of them! You can certainly return your Deltora jewelry to us for an exchange to a new style, provided it is returned within 30 days.

*Please note: all Deltora jewelry must be returned in as new condition, with the swing tag and gift box to be eligible for a return.

 

Do I have to pay for returns?

We know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 30 day return period for you to make that tough decision! Please refer to our returns policy for more information.

How long does it take for my return/exchange to be processed?

We are working hard behind the scenes to get the Deltora jewelry in and out of our fulfilment centres. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can action either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.

How long does it take for my refund to be processed?

We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant (eg. Afterpay) directly.

PAYMENT

How secure is your payment?

All jokes and puns aside - your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.

What payment types do you offer?

We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer PayPal too!

Need a little longer to pay for your Deltora order? We offer payment plans for United States customers only.

Do you have payment plan options?

For when payday is just that bit too far away, we have 1 payment plan available. You can select Shopify Payments as your payment option at the checkout, provided you are located in the United States.

*Please note: This is a separate company to us and you may need to create an account with them.

How do I use a discount code?

Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.

*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. single Deltora orders only).

I forgot to use my discount code!

Made your Deltora purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply email our lovely Deltora team at help@deltora.com and they will be happy to help correct this for you.

*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. single Deltora orders only).

 

What currency is the store in?

All pricing for our United States store is listed in United States Dollars (USD).

CONTACT US

I have an issue with my order, what can I do?

Something not quite right with your order? Don’t worry, our Deltora team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.

I need to cancel or change my order!

We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer PayPal too!

Need a little longer to pay for your Deltora order? We offer payment plans for United States customers only.

How do I contact you?

Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! Our email contact is help@deltora.com. This also allows us to keep a paper trail for your issue so we can help you as best we can. We answer emails from Los Angeles to Melbourne, so we can sometimes have some slight delays in response time. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!

*Please note:

Whilst we understand that some issues are frustrating, we value our Deltora family - any profanities or abuse will not be tolerated, so please treat our team with respect.

How do I provide feedback?

We always strive to be the best so we love hearing your thoughts. We also love hearing your beautiful Deltora stories, as it warms our hearts to see our Deltora jewelry being so well loved out in the big wide world. Should you have any feedback for us, please feel free to email us at help@deltora.com.

Where are you located?

Our Deltora HQ and Customer Service team are located in Los Angeles, California. Your Deltora starts its journey out into the big wide world from our multiple fulfilment centres across the USA - they love to get those frequent flyer points.

*Please note: We are unable to offer collections at any of our fulfilment centres.

Emailing list

Want fun, pun-filled, and always adorable emails straight to your inbox (plus stacks of awesome offers and discounts!)? Of course you do! You can sign up to our mailing list by emailing us at help@deltora.com and asking to jump on board.

Inbox hitting 1k and doing a spring clean of all those businesses you’ve signed up for? You can also unsubscribe or request fewer emails by going to the bottom of any of our emails and clicking the ‘unsubscribe me’ link - (we’ll miss you though!).