Exchange & Refund Policy

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

For piercing jewellery and earrings supplied with a hygiene seal, you must contact us within 14 days of receiving your order to request a return. Once approved, the item must be returned within 16 days using the return instructions provided.

This returns policy is in addition to, and does not affect, your statutory consumer rights.

To be eligible for a change-of-mind return, items must be:

• Unworn, unused and in their original condition.
• Returned with their original packaging, including any gift pouch or box supplied with the item.
• Returned within the applicable 30-day return window.

Piercing Jewellery & Earrings

For hygiene and health protection reasons, piercing jewellery and earrings supplied with a hygiene seal 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, we are unable to accept change-of-mind returns as the item cannot be resold. This does not affect your rights where goods are faulty, damaged, not as described or incorrectly supplied.

Non-Returnable Items

• Personalised or made-to-order items may not be eligible for change-of-mind returns unless otherwise stated or required by law.
• Items that have been worn, used, altered or intentionally damaged cannot be accepted as change-of-mind returns.

These exclusions do not affect your statutory rights where goods are faulty, damaged, not as described or incorrectly supplied.

For eligible jewellery, an exchange may be possible where the item is returned unworn, unused, in its original condition and within our 30-day return window.

Piercing jewellery and earrings supplied with a hygiene seal may be exchanged where the seal remains fully intact and the item has not been opened, worn or used.

If you would like a different size, colour or style, please contact our Customer Service team and we will let you know the options available.

If you believe your item is faulty, damaged or incorrectly supplied, 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, we will inspect the item and 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 the cost of returning the item.
• 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.
• You may alternatively arrange your own return using a tracked postal service.
• Where an item is faulty, damaged or incorrectly supplied, we will cover reasonable return costs.
• Original delivery charges are treated in accordance with applicable consumer law. Additional amounts paid for premium or express delivery may not be refundable where only the standard delivery cost is required to be refunded.

Once approved, we aim to process refunds within 5–7 working days. Your bank or payment provider may take additional time to credit the funds to your account.

1. Contact us at service@ellaandfaithlondon.com or request a return through your customer account where available.
2. Provide your order number and reason for the return. If an item is faulty, damaged or incorrect, photographs may help us resolve the issue more quickly.
3. We will provide the relevant return instructions.
4. Package the item securely, including its original packaging where required, and return it using the agreed method.

Please retain your proof of postage or tracking information until your return has been completed.