FAQS

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.

Many of our pieces are suitable for sensitive skin, especially those made with titanium, surgical stainless steel, or 925 sterling silver.

As everyone's skin is different, we recommend checking the individual product description for the exact material details before purchasing.

Yes, we offer flexible payment options with Shop Pay and Klarna.

At checkout, you can choose to split your purchase into interest-free instalments, making it easier to shop your favourite pieces. Ella & Faith London receives your full payment upfront, while your instalments are handled securely by Shop Pay or Klarna.

Installment options are available for eligible orders and subject to approval by the payment provider.

If you paid using Shop Pay or Klarna and your return is approved, your refund will be processed to your original payment method. The payment provider will automatically adjust your instalment plan.

Depending on your provider and bank, it may take additional time for the refund to appear on your statement. We will send you confirmation once your refund has been processed.

Stainless Steel & Titanium

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

Sterling Silver & Gold-Plated Jewellery

• Avoid perfumes, lotions, chemicals and unnecessary exposure to water.
• Store in a dry pouch or jewellery box when not worn.
• Use a suitable polishing cloth to maintain shine.
• Natural changes in appearance may occur depending on skin chemistry and wear.

Pro tip: Put your jewellery on last after skincare and perfume, and remove it before showering or sleeping.

Yes, we offer free UK delivery on orders over £60. International shipping options and qualifying thresholds are available at checkout.

UK orders typically arrive within 2–4 working days following dispatch. International delivery times vary by destination and are calculated at checkout.

Custom or made-to-order items may require additional processing time.

We accept returns and exchanges for eligible items within 30 days of delivery. Items must be unused, unworn and returned in their original condition with the original packaging.

For earrings and piercing jewellery supplied with a hygiene seal, returns are accepted 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 unless the item is faulty, damaged, not as described or incorrectly supplied.

Please see our Exchange & Refund Policy for full details.

Our piercing jewellery is available in different gauges and bar lengths depending on the design.

Please check each product description carefully for the exact gauge, bar length and sizing information before ordering.

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

We will review the issue and provide an appropriate solution.

Yes. We ship internationally to selected destinations including the USA, Canada, Australia, New Zealand and parts of Europe.

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

Email us at service@ellaandfaithlondon.com or use the contact form on our Contact Us page.

We’re happy to help with any questions about your order or our jewellery.

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.