Contact information
We're here to help
Whether you have a question about an order, want help designing a piece, or you're interested in working with us, we'd love to hear from you.
hello@eliray.co +1 672 380 9565
We reply within 2 business days, Monday to Friday, Pacific Time. Messages that arrive over a weekend or a statutory holiday are answered the next business day.
Designing your piece? Ask us first.
This is the part we most want you to use.
Because every Eliray piece is assembled to your specification, customized orders are final sale — so it's worth getting the details right before you order rather than after. We're genuinely happy to help, and it costs you nothing.
Email us and we can:
- Send additional photographs of a stone under natural light
- Tell you how two stones look together in person, which isn't always what the screen suggests
- Advise on chain length for a particular neckline, or bracelet sizing from a wrist measurement
- Suggest combinations for a specific outfit, occasion, or piece you already own
- Help you choose something as a gift when you're not sure of the recipient's taste
Send a photo of your wrist against a ruler, or the dress you're matching, or the piece you already wear. It helps more than you'd think.
Contacting us about an order
To help us get to an answer quickly, please include:
- Your order number
- The name the order was placed under
- A short description of what you need
If you're reporting a problem with a piece, clear photographs in good daylight make an enormous difference — ideally one showing the whole piece and one close up on the issue.
Returns and exchanges
To start a return, email hello@eliray.co with your order number and the reason. We'll reply with confirmation and where to send it.
Please wait to hear from us before sending anything back.
Worth checking first: customized pieces are final sale except where faulty, and ready-to-ship pieces can be returned within 14 days of delivery for store credit or exchange. Our Refund, Returns & Warranty Policy has the full detail.
Before you reach out
You may find your answer faster here:
Shipping & Delivery Production times, transit estimates, tracking, and what happens if a parcel goes missing.
Refund, Returns & Warranty Return eligibility, warranty cover, and how to make a claim.
Materials & Care What our pieces are made from, and how to keep them looking their best.
FAQ Answers to the questions we get most often.
Where's my order?
Two things determine when your order arrives: production time, while we assemble your piece, and transit time, once it's with the carrier. Add both together.
You'll get a confirmation email when you order and a second one with tracking as soon as your parcel is collected. If tracking hasn't updated in 24 hours after that, it usually just means the carrier hasn't scanned it in yet.
If it's been longer than the estimates on our Shipping & Delivery page, email us with your order number and we'll chase it.
Collaborations and partnerships
We're always glad to hear from creators, photographers, stylists, and brands whose work fits alongside ours.
Send us a note at hello@eliray.co with a link to your work and what you have in mind.
Stockists and wholesale
Interested in carrying Eliray in your shop?
Email hello@eliray.co with your business name, location, and a little about your customers, and we'll be in touch.
Business information
Trade name Eliray
Mailing address 2855, 158st, Surrey, BC, Canada
This is a mailing address only — we don't have a retail storefront, and we're not able to accept visitors or walk-in collections.
Follow along
New arrivals, styling ideas, and the occasional look at how a piece comes together.