FAQs

Frequently Asked Questions

I have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact me at ellisgracefuldesigns@gmail.com

You can always contact me for any return questions at ellisgracefuldesigns@gmail.com

Damages and issues
Please inspect your order upon reception and contact me immediately if the item is defective, damaged, or if you receive the wrong item, so that I can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, I cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
I will notify you once I’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since I approved your return, please contact me at ellisgracefuldesigns@gmail.com

Care instructions:
It is advised not to wear the jewellery in water (swimming, bathing) as the majority of the silver + gold is plated, which means the metal is lightly coated in silver/gold and will wear away over a long period of time if it's not cared for properly.

My jewellery is not meant to be slept in, so please remove before going to sleep to avoid breakages – handle with care!

Want a custom colour or design?:
Fancy a custom colour or design? I’d love to make it happen! Email me your enquiries, and let’s create something together!

Delivery:
I send all orders with Royal Mail. Every order is sent with Tracked48, meaning you'll receive a tracking number and it should be on your doorstep the next few days after posting.