Customer Care & Policies

Our mission is to create jewelry that blends timeless elegance with modern simplicity. Every piece is thoughtfully designed and crafted to become part of your story. This page is here to guide you through everything you need to know when shopping with us.

Shipping

At BY elú, every order is carefully prepared and shipped with trusted partners Bring.no and DHL Express.

Processing Time

Orders are shipped within 1–3 business days of confirmation, unless otherwise stated.

Tracking

Once your order has been dispatched, you will receive tracking details via email and/or SMS. Should you require further assistance with tracking, please contact us at customer@byelu.no

Import Fees

Please note that international customers are responsible for any applicable customs duties or import taxes in their country.

Shipping Rates & Estimated Delivery

Norway — 70 NOK | 1–3 business days

Sweden & Denmark — 300 NOK | 1–3 business days

Europe — 350 NOK | 1–3 business days

Rest of the World — 450 NOK | 2–4 business days

Partial Shipments

If a part of your order is unavailable, you will be informed. Available items will be shipped immediately, and missing items will be refunded.

Incorrect Address

If an incorrect shipping address is provided and the package is returned to us:

  • Your payment will be refunded minus the shipping fee.
  • A second delivery can be arranged at your request, with the shipping fee covered by you.
  • Please note: no third delivery attempt will be made.

Returns

We want you to love your BY elú piece. If for any reason you are not fully satisfied, you may request a return within 14 days of receiving your order.

Conditions for Return

To be eligible, items must:

  • Be unworn and in perfect condition.
  • Have all original packaging and tags intact.
  • Be returned in a padded box or envelope to ensure safe transport.
  • Include the original sales receipt.

Please mark your return package clearly with “RETURN — NO COMMERCIAL VALUE” to avoid delays at customs.

We reserve the right to decline returns that do not meet these criteria.

Refunds

  • Once we receive and inspect your item, your refund will be initiated within 24 hours.
  • Refunds cover the item price only; original shipping costs are non-refundable.
  • Please note: Sale items are non-returnable.
  • If your item is deemed not resalable, we may decline the refund.

Faulty or Damaged Items

If your jewelry arrives damaged or faulty, please contact us immediately at customer@byelu.no with detailed images. We will work with you to resolve the issue quickly.

Warranty

All BY elú pieces are covered by a two-year warranty. This covers manufacturing faults but does not extend to wear and tear or damage caused by misuse.

Privacy Policy

At BY elú, your privacy matters. This policy explains how we collect, use, and protect your personal information when you visit byelu.no or interact with us.

We are committed to handling your data responsibly and in accordance with the General Data Protection Regulation (GDPR). Should we update this policy due to new regulations or technology, we will notify you via our website and mailing list.

Information We Collect

We collect personal data in three ways:

  1. Automatic — As you browse, we may collect technical data such as your IP address, log files, cookies, and traffic information.
  2. Required — Certain details are necessary to process your order, such as your name, address, and contact details.
    Voluntary — Information you provide, such as signing up to our newsletter or contacting us directly.

We retain your data only for as long as necessary to provide our services or until you request deletion.

Payments

We do not store your credit or debit card details. All payments are securely processed through trusted third-party payment providers.

Cookies

Our website may store cookies on your device to personalize your experience and reflect your preferences.

  • Cookies help us improve navigation and make your visit more enjoyable.
  • You may delete or block cookies via your browser settings. Please note that disabling cookies may limit certain features of our website.

Your Rights

Under GDPR, you have the right to:

  • Access, update, or correct your personal data.
  • Request the export or erasure of your data.
  • Restrict or object to certain types of processing, including direct email marketing.

You can unsubscribe from marketing emails at any time using the link provided in our communications.

Contact Us

For questions or requests regarding your personal data, please contact us at:
customer@byelu.no

Terms & Conditions

BY elú

Org.#: 927 109 964
customer@byelu.no

1. Shipping

  • Orders are shipped within 1–3 business days via Bring.no or DHL Express.
  • Tracking details are provided by email/SMS once shipped.
  • Shipping costs:

Norway — 70 NOK | 1–3 business days

Sweden & Denmark — 300 NOK | 1–3 business days

Europe — 350 NOK | 1–3 business days

Rest of the World — 450 NOK | 2–4 business days

  • Import duties and fees are the responsibility of the customer.
  • If part of your order is unavailable, you will be informed and refunded for missing items.
  • Incorrect addresses resulting in returned shipments will be refunded minus shipping fees. A second delivery can be arranged at customer’s expense.

2. Returns & Exchanges

  • Returns are accepted within 14 days of delivery.
  • Items must be unworn, in original packaging, with all tags attached.
  • Refunds cover the product price only (not original shipping costs).
  • Sale items cannot be returned.
  • Customers are responsible for return shipping; proof of postage must be retained.
  • Damaged or faulty items must be reported within a reasonable time with photos sent to customer@byelu.no
  • BY elú reserves the right to refuse items not meeting return criteria.
  • All products include a 2-year warranty under the Consumer Purchases Act.

3. Product Information

  • All items are described and photographed as accurately as possible, but colors may vary depending on your device.
  • Items in your cart are not reserved until checkout is completed.
  • In rare cases, errors in pricing or descriptions may occur. BY elú reserves the right to correct these and refund orders affected.

4. Payments

  • All prices are shown in NOK and include VAT unless stated otherwise.
  • Payments are securely processed via Shopify Payments (Visa, MasterCard, Amex). BY elú never stores card details.
  • If payment is not completed at checkout, the order may be automatically cancelled.
  • Promotional codes must be entered during checkout; they cannot be applied afterwards.

5. Privacy

  • BY elú collects only the personal data necessary to process orders and improve your shopping experience.
  • Data is collected automatically (cookies, IP logs), as required (order details), or voluntarily (newsletter signups).
    No payment details are stored by by Elú.
  • You have the right to access, update, or request erasure of your data under GDPR.
  • For full details, see our [Privacy Policy].

6. Warranty & Defects

  • Customers must report defects within a reasonable time after discovery.
  • For goods intended to last longer than 2 years, the warranty period extends to 5 years.
  • Remedies may include repair, replacement, refund, or price reduction in accordance with the Consumer Purchases Act.

7. Liability

  • by Elú is not responsible for delays caused by customs, strikes, or circumstances beyond our control.
  • We are not responsible for import duties or local taxes outside Norway.

8. Governing Law

These Terms & Conditions are governed by Norwegian law.

If you have any other questions, our Customer Care team is happy to help. Send us a message using the form on our Contact page.