FAQS

Frequently Asked Questions (FAQ)

1. What materials do you use in your jewellery?

We use premium metals such as 925 sterling silver, 316L surgical stainless steel, titanium, and gold-plated finishes. Our pieces are designed to be skin-friendly, durable, and long-lasting.

2. Are your pieces suitable for sensitive skin?

Many items are suitable for sensitive skin, especially those made with titanium, surgical steel, or 925 sterling silver. Please check the product description for specific details.

3. How do I clean and care for my jewellery?

Stainless Steel & Titanium

  • Wipe gently with a soft, dry cloth after wear.
  • Clean with mild soapy water and dry thoroughly.
  • These metals are naturally tarnish-resistant and low maintenance.

Sterling Silver & Gold-Plated Alloy

  • Avoid water, perfumes, lotions, and chemicals.
  • Store in a dry pouch or jewellery box.
  • Use a silver polishing cloth to restore shine.
  • Natural darkening can occur depending on skin chemistry.

Pro tip: Put your jewellery on last (after skincare/perfume) and take it off before showering or sleeping.

4. Do you offer free shipping?

Yes, we offer free UK shipping on orders over £35. International shipping options are available at checkout.

5. How long does delivery take?

UK orders typically arrive within 2–4 working days. International delivery times vary by destination. Custom or made-to-order items may take longer.

6. Can I return or exchange an item?

We accept returns and exchanges within 30 days of delivery. Items must be unused and in their original packaging. We do not accept returns for Piercing Jewellery for hygiene reasons. See our Exchange & Refund Policy for full details.

7. What if my item is faulty?

We offer a 1-year warranty on all items. If your jewellery arrives damaged or develops a fault within this period, please contact us.

8. Do you ship internationally?

Yes. Shipping rates and delivery times are calculated at checkout based on your location.

9. How can I contact you?

Email us at info@ellaandfaithlondon.com or use the contact form on our Contact Us page. We’re happy to help!

10. How can I track my order?

Track your order directly below by entering your order number and email address:

Please note: Made-to-order pieces, such as selected moissanite jewellery, may take up to 14 working days to dispatch.