Last updated: October 24, 2026
What payment methods do you accept?
Available payment methods are shown at checkout.
When will my order be processed and shipped?
Orders are processed within 1–2 business days (Monday to Friday, excluding public holidays) after payment is confirmed. Processing may take longer during holidays or periods of high order volume, and we will email you if we expect a significant delay.
Can I cancel or change my order after placing it?
Contact us at hello@evarilo.com as soon as possible after placing your order. We will do our best to cancel or change it before it ships. Once an order has been dispatched, we are unable to change it — but you can return it under our 30-day Return & Refund Policy.
How long does delivery take?
Estimated total delivery time is 8–10 business days after payment confirmation, including order processing. Delivery may take longer during holidays or periods of high order volume.
How can I track my order?
Once your order ships, we will email you a shipping confirmation with tracking information (where available). Your parcel travels through an international delivery network. Tracking on the local carrier's website may take 5–7 days after dispatch to show an update. If there is still no update after 7 days, please contact hello@evarilo.com so we can check with the carrier.
Do I have to pay customs duties or import fees?
No. All prices are listed in US dollars (USD). Standard taxes are included within the shipping and handling charges and are reflected in the total shown at checkout. No additional customs duties or import fees will be charged at the time of customs clearance or upon delivery.
What should I do if my order arrives damaged or incorrect?
Contact us at hello@evarilo.com within 7 days of delivery with photos of the item and the packaging, and we will investigate and resolve the issue. Damaged, defective or incorrect items are always eligible for a full refund, and we cover the return shipping cost for them.
How do I return an item?
You can return most items within 30 days of delivery as long as they meet our return conditions. Brief try-on solely to check sizing is allowed; apart from this, items must be unused, unwashed and undamaged, with original packaging, tags, labels and all included accessories. Email hello@evarilo.com with your order number and the reason for the return, and we will confirm eligibility and send you the return instructions.
How long do refunds take?
Once we receive and inspect your return, we will notify you by email. Approved refunds are issued to your original payment method within 7 business days. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.
Who pays for return shipping?
If the return is due to a quality issue (a defective, damaged or incorrect item) or our error, we cover the cost. For non-quality-related returns, including a change of mind or choosing the wrong size, the customer pays the postage to the return address confirmed by EVARILO. Please contact hello@evarilo.com before sending back a defective, damaged or incorrect item so we can arrange the return.
Do you ship internationally?
We ship to most countries worldwide. Available destinations are shown at checkout. If your country is not listed, please contact hello@evarilo.com before ordering.
How can I contact you?
Email us at hello@evarilo.com. We aim to respond within 2 business days. Visit our Contact Us page for more ways to reach us.
Are the decorations replaceable?
Gemstone ornaments mounted on the collar are magnetic and replaceable. Designs without mounted gemstone ornaments have fixed collar decorations. All hanging bead strands are replaceable. Check the individual product page for what is included; extra accessories are not included unless stated.
Are the crystals identical?
Natural crystals may vary slightly in color, pattern and appearance. These small differences are part of their natural character.
How do I find the right size?
Follow our measuring guide, then compare the measurement with the inner circumference range on the exact product page.
Where do I send an approved return?
Return authorization required: Before returning any item, email hello@evarilo.com with your order number, full name, contact details (email address and/or phone number), and reason for return. For quality issues, please also include photos showing the problem. Wait for written confirmation from EVARILO before shipping your return. Please contact us first so we can confirm the correct return address and instructions.
Return address by country: US customers may use our US returns address below after receiving written confirmation from EVARILO. For customers in all other countries, we will provide the appropriate return address in our email response to your return request. Please ship only to the address confirmed in that email.
EVARILO LTD
1130 Ogletown Road
Office 2, Dept. RA1
Newark, DE 19711
United States
Email hello@evarilo.com first for eligibility confirmation and instructions. Include your order number inside the package and use the full address confirmed in our email. For approved returns to the US address, include Office 2, Dept. RA1. Do not send returns to the Manchester company address. Read the full return policy.