Exchange & Refund Policy

We offer a 30-day return window from the date you receive your order. Returns requested or received after this period will not be accepted.

• Items must be unworn, unused, and in their original condition.
• Include all original packaging (gift pouches or boxes).
• Returned within the 30-day return window.

Non-Returnable Items:

• Piercing jewellery (including earrings for piercings) is non-returnable for hygiene reasons, unless faulty or the wrong size/colour was received.
• Worn, used, or intentionally damaged items are not eligible for return or refund.
• Items returned outside the return window or in unsuitable condition will not be refunded and may be sent back to you.

We do not accept exchanges on piercing jewellery for hygiene reasons, unless we sent the wrong size, colour, or the item is faulty. For other jewellery, exchanges may be possible if the item meets our eligibility criteria and is returned within 30 days.

If you receive a faulty item, please notify us within 7 days of receipt by emailing info@ellaandfaithlondon.com with your order number and clear photos. Where possible, faulty items will be exchanged like-for-like. If the same item is unavailable, a store credit or refund may be offered at our discretion after inspection.

• Refunds are issued to the original payment method once items have been inspected and approved.
• Original shipping charges are non-refundable.
• Customers are responsible for return shipping unless the item is confirmed as faulty.
• If you’d like to make a return, we can provide a prepaid Royal Mail return label for a flat fee of £3.99, which will be deducted from your refund. Alternatively, you’re welcome to arrange your own tracked return.
• We recommend using a tracked postal service, as we cannot accept responsibility for lost or damaged returns.
• For hygiene reasons, body piercing jewellery is non-returnable once dispatched, unless faulty.
• Faulty items will be exchanged like-for-like where possible. If unavailable, store credit or a refund may be offered at our discretion after inspection.

1. Email info@ellaandfaithlondon.com to request a return authorisation.
2. Include your order number, reason for return, and photos if the item is faulty.
3. Once approved, return the item securely packaged to the address provided.