FAQ
Frequently Asked Questions
Shipping
How long does delivery take?
Within Australia, allow 7–14 business days. Items ship from our fulfilment partners, and delivery can take longer in busy periods or remote areas. International orders usually take 2–4 weeks.
How much does shipping cost?
Standard shipping in Australia is $6.95, and it is free on orders over $39. International shipping is a $12 flat rate.
Will I get tracking?
Yes. We email your tracking number once your order ships. Tracking can take a day or two to start showing updates.
Do you ship internationally?
Yes, including the United States, for a $12 flat rate. Your country may charge import duties or taxes.
Returns & Refunds
Can I return my order?
Yes. We accept change-of-mind returns within 30 days of delivery if the item is unused and in its original condition. Email elcartelmen@gmail.com with your order number to start.
What if my item is faulty or not as described?
Contact us within 30 days. We will arrange a replacement, exchange or refund at no cost to you. Your rights under the Australian Consumer Law always apply.
How long do refunds take?
Approved refunds go back to your original payment method within 5–10 business days.
12-Month Finish Guarantee
What if the finish on my jewellery fades?
If the gold-tone, silver-tone or black finish on any El Cartel jewellery fades or discolours within 12 months of delivery with normal wear, we'll replace the piece free. Email elcartelmen@gmail.com with your order number and a photo. The guarantee doesn't cover loss, theft or damage from misuse, and it is in addition to your rights under the Australian Consumer Law.
Products
What size ring should I choose?
See our ring size guide. Between sizes? Choose the larger one.
What are the pieces made from?
Most of our jewellery is stainless steel with a gold-tone, silver-tone or black finish. The material is listed on each product page. To keep the finish at its best, take pieces off before showering, swimming or heavy work.
Do the sunglasses offer UV protection?
Our sunglasses are supplied with UV400-rated lenses. Details are on each product page.
Which colours are available?
Colours vary by product. Check each product page for the available options.
Offers & Payments
What discounts do you offer?
Buy any 2 jewellery pieces and save 15%, or any 3 and save 20%, applied automatically at checkout. New customers can also use code ELCARTEL10 for 10% off a first order (it cannot be combined with the 2- or 3-piece offers).
What payment methods do you accept?
All major cards and Afterpay (pay in 4 instalments), plus the other options shown at checkout.
Can I change or cancel my order?
Contact us at elcartelmen@gmail.com as soon as possible and we will do our best before the order ships.
Contact
How do I get in touch?
Email elcartelmen@gmail.com. We reply within 2 business days.