FAQ
Due to a high amount of requests, we might take a few days to get back to you.
We apologise for any inconvenience this may cause.
Customer Service is available from Monday to Friday, 10am to 6pm.
Find the answers you need in FAQ:
1. Shipping & Delivery
Where do you deliver to?
We deliver internationally
How long does the shipping take?
o Internationally: 7 to 14 working days.
o Tbilisi and other regions of Georgia: 1 to 2 working days.
Where is my jewellery?
You can track your order using the provided tracking code or contact our customer service for assistance.
Where do you ship orders from?
All orders are shipped from our warehouse in Georgia. Please note that additional taxes and duties may apply depending on your location. We recommend checking with your local logistics provider, as tax regulations vary by country.
Is return shipping free?
Return shipping is the responsibility of the customer. Once the product is returned to our Georgian warehouse in its original, unused condition and packaging, we will issue a refund. The amount will be credited to your account within 5 working days.
Can I amend my order before it arrives?
If you need to make changes to your order, please contact our Customer Care team as soon as possible. If the item has already been shipped, we won’t be able to make any amendments until it has been returned to our warehouse.
2. Orders, Payments & Gift Options
What kind of packaging do you provide?
Each order is packaged in Eshvi’s signature pouches and boxes. If you require special packaging, please select the gift packaging option at checkout — we’ll add complimentary gift wrapping with a ribbon.
Do you offer gift packaging?
Yes, we provide beautiful gift packaging
Do you offer gift vouchers?
Yes, gift vouchers are available, but only in Georgia
How long is a gift voucher valid for?
Gift vouchers are valid for 3 months.
What payment methods do you accept?
We accept all major bank services, including credit/debit card payments, online payments, and installment plans.
Do you accept bank transfers?
Yes, to pay via bank transfer, please email customercare@eshvi.co.uk with the item you would like to purchase, and we will send information and instructions for bank transfers.
3. Returns, Exchanges & Refunds
What is your return policy (including sale items)?
o Items can be returned within 2 weeks of purchase.
o Sale items are non-refundable.
What is your exchange policy (including sale items)?
o Items can be exchanged within 2 weeks.
o Sale items can be exchanged within 2 weeks, but only for the same model in a different colour or size.
How long does it take to process a refund?
Refunds take 5 working days to process.
4. Jewellery Materials & Quality
What materials are used in your jewelry?
Our jewellery is made from silver, brass, gold coating, enamel, mother of pearl (MOP), and Swarovski crystals.
Are your pieces hypoallergenic?
Yes, all our jewellery is hypoallergenic.
Do your products come with a warranty?
Yes, all pieces come with a 1-month warranty.
5. Jewellery Care & Maintenance
How should I take care of my jewellery?
You can keep your Eshvi jewellery looking beautiful for years by following a few simple instructions on jewellery care detailed below:
• Do not wear when exercising or performing sports activities
• Remove when swimming or showering
• Do not spray perfumes directly on to jewellery as this may cause damage or discolouring
• To clean wipe with a soft cloth
• Do not use cleaning liquids
• Keep away from direct sunlight and heat
• Keep in a cool dry place
• Store in a cloth pocket for extra protection from scratching
• Keep away from water, hand/body creams, hot surfaces, adhesives, acetones and other
chemicals.
What should I do if my jewellry is damaged?
Fill out the repair form on our website and email us at
customercare@eshvi.co.uk with:
1. video or photo footage of the issue.
2. Your name and surname
3. Purchase location and date
Please note that we do not offer repairs after 1 year from the date of purchase.
How long does the repair process take?
The repair process takes from 1 to 2 months, depending on where the time is shipped from and where it needs to be delivered.
Can I get my jewellery re-plated if the gold starts to fade?
Yes, we offer re-plating services.
6. Sizing & Customization
How do I find my ring size?
You can refer to our ring size guide on our website or visit a local jeweler to get your size measured.
7. Privacy & Subscriptions
Why should I provide my personal information?
Your information helps us identify your purchase and provide you with the best service.
Why should I subscribe to your newsletter?
By subscribing, you get early access to sales, private sales, and new collection launches.