FAQ
Help Center
Frequently Asked Questions
Have questions about our sustainable materials, shipping, or returns? Find quick answers below.
Materials & Hypoallergenic Care
Q: What materials does UELSTA use?
A: We design with circularity in mind. Our base metal is 100% Recycled Brass or Silver sourced from post-consumer metal scrap. For our earrings, we use authentic 925 Sterling Silver posts to prevent allergic reactions. All pieces are coated with a thick layer of premium 14K or 18K gold plating.
Q: Are your jewelry pieces safe for sensitive skin?
A: Yes, absolutely. All UELSTA jewelry is nickel-safe, lead-safe, and cadmium-compliant, crafted to meet strict U.S. and EU safety standards. Our genuine 925 Sterling Silver posts are hypoallergenic, making them exceptionally comfortable and safe for daily wear, even on the most sensitive ears.
Q: Will my gold-plated jewelry tarnish or fade?
A: All gold-plated jewelry will naturally tarnish over time when exposed to moisture and chemicals. However, we use an advanced, thick electroplating process to ensure our luster lasts significantly longer than standard fashion jewelry. Following our care instructions (avoiding perfume, water, and sweat) will keep your pieces radiant for years.
Shipping & Delivery
Q: Where do you ship from and how long does delivery take?
A: We ship globally from our logistics center in Hong Kong. Estimated delivery times (excluding order processing) are:
• Hong Kong S.A.R.: SF Express store pick-up (local).
• Asia: 3–7 business days.
• Europe & North America: 7–10 business days.
Q: How long will it take to process and ship my order?
A: We typically require 2–3 working days to carefully prepare and package your items (excluding weekends and public holidays). Once your package is handed over to our shipping partner, you will receive a confirmation email containing your tracking number.
Q: Are there any import duties or customs fees?
A: For international orders outside of Hong Kong, import duties, taxes, or customs fees may apply once the package reaches the destination country. These additional charges are the responsibility of the recipient. We recommend checking with your local customs office before placing an order.
Returns & Exchanges
Q: What is your return policy?
A: We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Items must be in the exact same condition that you received them — unworn or unused, with tags, and in their original UELSTA eco-friendly packaging, along with your receipt or proof of purchase.
Please note: For hygiene reasons, earrings featuring our 925 sterling silver posts must be completely unworn to be eligible for a return. We cannot accept returns on final sale items or gift cards.
Q: How do I start a return or exchange?
A: To start a return, please contact us at hello@uelsta.com with your order number. Once your return request is accepted, we will reply with the authorized return shipping address and detailed instructions. Please do not send items back without first contacting us — items returned without prior authorization will not be accepted.
Q: When will I receive my refund?
A: We will notify you once we have received and inspected your return. If approved, you will be automatically refunded on your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since approval, please contact us at hello@uelsta.com.
Q: What if my item arrives damaged or defective?
A: Please inspect your order upon reception and contact us immediately at hello@uelsta.com if the item is defective, damaged, or if you receive the wrong item. This allows us to evaluate the issue and make it right for you as quickly as possible.
European Union 14-Day Cooling Off Period
If your merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging, along with your receipt or proof of purchase.
Still have questions? We are always here to help.
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