Delivery & Returns

We aim to process and dispatch orders as quickly as possible. Most orders are processed within 1–3 working days, excluding weekends and UK bank holidays.

Standard Delivery
Delivery charges and any applicable free-delivery offers are shown at checkout.
Orders are typically sent via Royal Mail, Evri or Yodel, depending on the most suitable service available.

Express Delivery
Choose Express Delivery at checkout for priority processing. Express orders are normally sent via Royal Mail or DPD and typically arrive within 1–2 working days following dispatch.

Orders placed before 2pm will be prioritised for processing. Orders placed after 2pm, at weekends or on UK bank holidays will be processed from the next working day.

Delivery times are estimates and may occasionally be affected by courier delays, busy periods or circumstances outside our control.

We deliver to a growing number of international destinations, including the USA, Canada, Australia, New Zealand and selected European countries.

Available delivery services, estimated delivery times and charges are calculated according to your destination and shown at checkout.

Free international delivery may be available when your order reaches the qualifying spend for your destination. As international delivery costs vary by country, qualifying thresholds may differ between markets and will be shown at checkout.

Duties & Import Charges
For selected international destinations, including markets where a duties-paid delivery service is available, we aim to send orders with applicable duties and import charges paid in advance. This means you should not normally be asked to pay additional customs charges when your parcel is delivered.

Where a duties-paid service is not available or not required for your destination, local customs, tax or import rules may still apply. Any charges not covered as part of our delivery service remain the responsibility of the recipient.

Customs requirements vary between countries and may change from time to time. We therefore recommend checking any local import requirements that may apply to unusually high-value orders before purchasing.

International delivery times are estimates and may occasionally be affected by customs processing or circumstances outside the courier's control.

We offer a 30-day return window from the date you receive your order for eligible items.

To request a return, please contact us within the applicable return period. Once your return has been approved, items must be returned using the instructions provided and in their original condition.

Eligible items must be:

• Unworn and unused
• Returned in their original condition
• Returned with their original packaging, including any gift pouch or box supplied

For change-of-mind returns, customers are responsible for the cost of returning the item unless the item is faulty, damaged or incorrectly supplied.

For hygiene and health protection reasons, earrings and piercing jewellery supplied with a hygiene seal may be returned where the seal remains fully intact and the item has not been opened, worn or used.

To return sealed piercing jewellery or earrings, please contact us within 14 days of receiving your order. Once approved, the item must be returned within 16 days using the return instructions provided.

Once the hygiene seal has been broken, we cannot normally accept change-of-mind returns as the item cannot be resold.

This does not affect your rights where an item is:

• Faulty or damaged
• Not as described
• Incorrectly supplied

If there is an issue with your order, please contact us at service@ellaandfaithlondon.com and we will be happy to help.

Customers in the European Union may have statutory cancellation and return rights under applicable consumer protection legislation.

Where earrings and piercing jewellery are supplied with a hygiene seal, these items may be returned where the seal remains fully intact and the item has not been opened, worn or used.

Once the hygiene seal has been broken, change-of-mind returns may not be accepted due to health and hygiene protection requirements. Your statutory rights remain unaffected.

To request a return or cancellation, please contact us at service@ellaandfaithlondon.com within the applicable cancellation period.

If your item arrives faulty, damaged or incorrect, please contact us as soon as reasonably possible at service@ellaandfaithlondon.com with your order number and, where helpful, photographs showing the issue.

We will review the issue and provide an appropriate remedy in accordance with your consumer rights. Depending on the circumstances, this may include a replacement, repair or refund.

Where we have supplied a faulty, damaged or incorrect item, we will cover the reasonable cost of returning it to us.

Your statutory rights are not affected.

Once your return has been received, it will be inspected and we will confirm whether your refund has been approved.

Approved refunds will normally be issued to the original payment method.

For change-of-mind returns, customers are normally responsible for return shipping costs.

Where we offer a prepaid Royal Mail return label, any applicable return charge will be confirmed when your return is arranged and may be deducted from your refund.

Where an item is faulty, damaged or incorrectly supplied, we will cover reasonable return costs.

Approved refunds are normally processed within 5–7 working days. Your bank or payment provider may require additional time for the funds to appear in your account.

Your statutory rights are not affected.