Contact Us

Official Brand Email (Primary Communication Channel)

General Inquiry, Wholesale Cooperation, Brand Collaboration, Customer Service Support: [email protected]

All official written communications, order dispute filings, bulk wholesale quotation requests, brand partnership proposals, copyright & design licensing applications must be sent to this designated email address. We do not recognize third-party private social media messages as formal valid communication for official business.

Website Platform Support

Our exclusive official sales website serves Indonesian customers as the only authorized online retail channel for ELNIVITI jewelry. Browse products and submit orders through this site. For tracking inquiries, after-sales requests or questions about listed jewelry items, including necklaces, earrings, brooches, bracelets, ear cuffs and hair accessories, email [email protected].

Response Time Standard

1. General customer questions (product details, size guide, material introduction, stock status): We will reply to emails within 24 working hours (Monday to Saturday, excluding Indonesian national public holidays).
2. Order-related inquiries (logistics tracking, payment confirmation, shipping schedule): Priority response within 12 working hours upon receipt of your email with order number attached.
3. After-sales service requests (return, refund, exchange, defective goods claim): Dedicated after-sales team replies within 18 working hours, requiring customers to provide order ID, product photos and defect description in the email content.
4. Wholesale & brand cooperation business: Business development manager will follow up within 48 working hours, with formal quotation documents sent via [email protected] upon request.

Contact Scope Notice

• Valid consultation topics: Product material & wearing care, order creation & payment, domestic Indonesian cross-border delivery, return & refund procedures, bulk wholesale orders, brand design copyright, logo authorization, website function failure feedback.
• Unaccepted consultation: Off-platform private transaction requests, unauthorized resale cooperation without brand review, design copycat cooperation, illegal bulk purchasing for grey market resale. Such emails will be automatically ignored without further reply.

Working Hours Reminder

Our customer service working calendar follows Indonesia local time (WIB, UTC+7): Working days 09:00 – 18:00 WIB, closed every Sunday and official Indonesian statutory holidays including Independence Day, Eid al-Fitr, Christmas, New Year’s Day. Emails sent during off-hours will be processed on the next working day in order of receipt.