Frequently Asked Questions

All of our jewellery starts off as a wax model before it is cast into metal and made into a mould. Every time an order is placed, we order a casting from our casters, make any size adjustments if you have ordered a ring, set any gemstones, polish the piece, and post it directly to you.

If you’re interested in finding out more about the process, make sure to follow along on Instagram and Tiktok where we share exclusive BTS content about our jewellery making process.

Because when you place your order, your jewellery doesn’t exist yet!

We operate on a made to order basis so when you place your order, we need to create your piece especially for you. We endeavour to make and deliver your piece in less than 6 weeks but we give the timeframe of 6 weeks to ensure we have enough time to get everything perfect for you.

If you require your piece sooner than 6 weeks we will try to meet your demands; just complete our contact form below and we’ll see what we can do.

Made to order pieces are made and shipped within 6 weeks; if you require faster production and shipping, please send an email to hello@eleanorjohnsonjewellery.co.uk after purchase and we will endeavour to meet your requirements. 

For full details, please view our shipping page.

Shipping

Made to order pieces are made and shipped within 6 weeks; if you require faster production and shipping, please send an email to hello@eleanorjohnsonjewellery.co.uk after purchase and we will endeavour to meet your requirements. 

Once your order has been shipped, you will receive an e-mail notification containing the shipment tracking information. 

Shipping costs are calculated at checkout. UK orders are shipped with Royal Mail Special Delivery and international orders are shipped with Parcel Force.

Please note that the customer is responsible for all import duties, customs and local sales taxes levied by the country they are shipping to.

Returns

We hope that you love your jewellery. However, if within 14 days of purchase you change your mind, we can offer a full refund. After 14 days, all sales are final and you will not be able to return your jewellery.

All pieces must be returned in a new and unworn condition and in their original, undamaged packaging. Return postage costs are the responsibility of the customer.

If you would like to return your jewellery, please complete the contact form below. 

Repairs

At Eleanor Johnson Jewellery we pride ourselves on making modern heirlooms built to last. Every piece has been made by hand using high-quality materials and traditional stone setting methods. Yet, please bear in mind they are still made from precious metals and delicate stones, and require proper care. For full details on how to care for your jewellery, please view our jewellery care page.

However, if you lose a stone, we are here to help. 

Just complete the contact form below with your request and we’ll see what we can do. 

 

Please click here to view our shipping page.

We hope that you love your jewellery. However, if within 14 days of purchase you change your mind, we can offer a full refund. After 14 days, all sales are final and you will not be able to return your jewellery.

For full details, please view our returns page.

At Eleanor Johnson Jewellery we pride ourselves on making modern heirlooms built to last and use traditional stone setting methods to set our stones to give them the best chance of staying put! However, if you lose a stone, we are here to help. 

For full details, please view our repairs page.

Eleanor Johnson Jewellery is a brand built upon the values of ethical and sustainable creation and consumption. We hand make every piece of jewellery to order so only create as much as there is demand, and use recycled silver and gold and responsibly sourced gemstones. 

To read about our commitment to sustainability, please view our ethics and sustainability page.

Yes. 

Hypoallergenic jewellery refers to jewellery made without metals that are known to cause skin irritation, such as nickel. Our jewellery is made using recycled sterling silver and gold alloys which contain no nickel or other metals that commonly cause skin irritation.

'Waterproof' jewellery usually refers to plated jewellery with a special tarnish resistant coating.

By this definition, our jewellery is technically waterproof as it is made from sterling silver and gold, which are naturally tarnish resistant.

However, we recommend removing your jewellery when swimming or showering if you want to prevent damage and keep it looking its best.

If you're unsure on how to care for your jewellery, check out our care guide.

Lab-grown gemstones are chemically identical to gemstones found in nature and are considered to be real gemstones. Lab-grown gemstones are not the same as synthetic gemstones which are not chemically identical. 

At Eleanor Johnson Jewellery we use a mixture of naturally formed and lab-grown gemstones. We clearly state in all of our product descriptions if any gemstones used have been lab-grown.

We only use natural and lab-grown gemstones, so all of our gemstones can be considered as real gemstones.

While we are focusing on building our core collection we are not offering a bespoke service. However, this may change in time so make sure to sign up to our mailing list and follow us on social media to stay up to date with our latest offerings.