Terms of service

This website is operated by Ella & Faith London Ltd (“Ella & Faith London”, “we”, “us” or “our”). We provide this website and online store, including the information, products, tools and services available through it (collectively, the “Services”).

By accessing our website, creating an account or placing an order with us, you agree to these Terms of Service together with the policies referred to within them.

Please read these Terms carefully before using our website or purchasing from us. Nothing in these Terms affects any statutory rights you may have as a consumer.

Our online store is hosted by Shopify, which provides the ecommerce platform that enables us to offer our products and Services online.

You may use our website only for lawful purposes and in accordance with these Terms.

You must not use the website or our Services to violate any applicable law, infringe the rights of another person, transmit malicious software, interfere with the security or operation of the website, or attempt to gain unauthorised access to our systems.

If you create an account, you are responsible for ensuring that the information you provide is accurate and for maintaining the security of your account.

We take reasonable care to ensure that product descriptions, materials, measurements, photographs and other information displayed on our website are accurate.

Colours and appearance may vary slightly depending on your device, screen settings, lighting and the natural characteristics of certain materials.

Measurements are approximate unless otherwise stated. Natural materials, gemstones, pearls and similar components may also have individual variations.

Product availability may change without notice. We may discontinue products or limit quantities where reasonably necessary.

Prices are displayed in the currency applicable to your shopping location where supported by our website.

Prices and promotions may change from time to time. Any applicable delivery charges, taxes or other charges collected by us will be shown before you complete your purchase.

Payment must be made using one of the payment methods available at checkout. Payment options may vary according to your location, order value and provider eligibility requirements.

Where a pricing or product information error is identified before an order is accepted or dispatched, we may contact you to correct the error or, where appropriate, cancel and refund the affected order.

Submitting an order does not necessarily mean that we have accepted it. We may decline or cancel an order where reasonably necessary, including where a product is unavailable, payment cannot be authorised, information provided is inaccurate, we identify suspected fraud or misuse, or an obvious pricing error has occurred.

If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled item or order.

You are responsible for providing accurate billing, contact and delivery information when placing an order.

Available delivery options, charges and estimated delivery times are displayed on our website or at checkout.

Delivery times are estimates unless expressly stated otherwise. Courier, customs, weather, public holidays and other circumstances outside our reasonable control may occasionally affect delivery.

International delivery availability, charges and free-delivery thresholds vary by destination and will be shown at checkout where applicable.

Please see our Shipping & Delivery information for further details.

International orders may be subject to local taxes, customs duties or import charges depending on the destination.

Where applicable charges are collected by us at checkout, no additional payment should normally be required for those particular charges on delivery.

Where duties, taxes or customs charges are not collected at checkout, they may be payable by the recipient to the relevant authority or delivery provider.

Eligible items may be returned in accordance with our returns policy.

For hygiene and health protection reasons, earrings and body piercing jewellery supplied with a hygiene seal cannot normally be returned once that seal has been broken, except where the item is faulty, damaged, not as described or incorrectly supplied.

Personalised or made-to-order products may also be excluded from change-of-mind returns where permitted by applicable law.

Please see our Exchange & Refund Policy for full details.

Nothing in our returns policy or these Terms affects your statutory consumer rights.

If an item is faulty, damaged, not as described or incorrectly supplied, please contact our Customer Service team.

We will assess the issue and provide an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances, this may include repair, replacement or refund.

Our complimentary 12-month jewellery warranty is provided in addition to your statutory rights and does not replace or limit those rights.

Promotional offers, discount codes and other incentives may be subject to additional terms, including eligibility requirements, minimum spend, expiry dates and product exclusions.

Unless expressly stated otherwise, promotional codes cannot be combined with other offers.

Gift cards are subject to any additional terms displayed when they are purchased or issued.

We reserve the right to withdraw or correct a promotion where there has been an obvious error, misuse or other legitimate reason, subject to applicable law.

The content of our website, including our brand name, logos, product photography, graphics, text and other original materials, is owned by or licensed to Ella & Faith London Ltd and is protected by applicable intellectual property laws.

You may use our website for personal, non-commercial purposes. You must not reproduce, distribute, commercially exploit or materially modify our protected content without our permission, except where permitted by law.

Approved affiliate and commercial partners may use authorised brand materials in accordance with the terms of their partnership with us.

If you submit a review, photograph, feedback or other content to us for publication, you confirm that you have the right to provide that content and that it does not infringe the rights of another person.

Where you submit content for publication, you grant us permission to display and use that content in connection with our website, products and business, subject to applicable law and our Privacy Notice.

We may moderate or remove content where we reasonably consider it unlawful, misleading, abusive, infringing or otherwise inappropriate.

Our website may contain links to or integrate services provided by third parties, including payment, delivery, marketing and other technology providers.

Third-party services may be governed by their own terms and privacy policies. We are not responsible for the content or operation of third-party websites that we do not control.

Our collection and use of personal information is explained in our Privacy Notice.

Where required, separate choices or consent mechanisms may apply to marketing communications, cookies and similar technologies.

You must not use our website or Services:

• for unlawful or fraudulent purposes;
• to infringe our intellectual property rights or those of another person;
• to transmit viruses, malicious code or harmful material;
• to gain unauthorised access to accounts, systems or information;
• to scrape, harvest or collect information in a manner prohibited by law or these Terms;
• to send spam or other unauthorised communications;
• to interfere with the security or proper operation of our website; or
• in any other way that could reasonably cause harm to our business, customers or other users.

We may restrict access to our Services where we reasonably believe these Terms have been materially breached.

We aim to keep our website and Services available, but we cannot guarantee uninterrupted or error-free access.

We may temporarily suspend, modify or discontinue parts of the website for maintenance, security, operational or other legitimate reasons.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability that cannot legally be excluded under applicable consumer law.

We are responsible for losses that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill, subject to applicable law.

Where you are purchasing as a consumer, we are not responsible for business losses arising from your use of products for commercial purposes.

Nothing in these Terms affects your statutory rights.

We will not be responsible for delays or failures caused by circumstances outside our reasonable control. These may include significant courier disruption, severe weather, industrial action, customs delays, failures of third-party infrastructure or other events that we could not reasonably prevent.

Where such circumstances affect an order, we will take reasonable steps to minimise the impact and keep you informed where appropriate.

We may update these Terms from time to time to reflect changes to our business, Services or legal and regulatory requirements.

The latest version will be published on this page together with the date it was last updated.

Changes will not retrospectively reduce rights that have already arisen in relation to an existing order.

If any part of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

These Terms are governed by the applicable laws of England and Wales, subject to any mandatory consumer protections that apply to you in the country where you live.

If you are a consumer living elsewhere in the United Kingdom or internationally, you may also benefit from mandatory rights and protections under the laws applicable in your place of residence.

Nothing in these Terms is intended to prevent you from exercising rights that cannot lawfully be excluded or restricted.

Questions about these Terms or an order can be sent to our Customer Service team at service@ellaandfaithlondon.com.

Ella & Faith London Ltd
United Kingdom