Shipping and Returns

Shipping

Made to order jewellery has a turnaround time of 4-6 weeks and will be shipped when it is ready.

Ready to ship one of a kind pieces will be shipped within 5 days. For one of a kind pieces that need to be sent for hallmarking, please allow two weeks before shipping. We aim to ship within 10 working days and will update you via email if there are any delays.

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

UK Shipping

UK orders are shipped via Royal Mail Tracked and Signed For.

Shipping rate - £10 or Complimentary for orders £250+

International Shipping

Ireland and Europe - Due to the EU General Product Safety Regulation (GPSR), Regulation (EU) 2023/988, we are currently unable to ship to Ireland and Europe. We are a small business an hope to grow to a size where we can offer shipping to Ireland and Europe in future. 

Rest of the world - Items are sent via Royal Mail International Tracked and Signed at a flat rate of £30. Shipping is complimentary for orders over £250.

Import Duties - 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

What can be returned

UK consumer law states that one of a kind pieces that have not been personalised are subject to a 14 day cooling off period, which gives you 14 days after your item arrives to inform us that you would like to return your jewellery, and another 14 days to send your jewellery back.

For one of a kind rings, this means that:

  • One of a kind rings that have not been resized are eligible for return or refund during the 14-day cooling off period.
  • One of a kind rings that have been resized are not eligible for return or refund during the 14-day cooling off period.

All other one of a kind pieces that have not been personalised are eligible for return or refund within the 14-day cooling off period, such as pendants and earrings. However, you can only return earrings during the 14 day cooling-off period if the hygiene seal and packaging are fully in tact.

What cannot be returned

Bespoke jewellery - Bespoke jewellery counts as personalised jewellery and is not eligible for returns or refunds.

Made to order jewellery - Made to order jewellery counts as personalised jewellery and is not eligible for returns or refunds.

Earrings that have been worn cannot be returned.

How to return an item

1. Contact us via email at hello@eleanorjohnsonjewellery.co.uk to initiate your return.
2. Ship the item as instructed following the email response. We are not responsible for items lost during return shipping.
3. After receiving and inspecting the returned item, we will notify you via email about the refund status.
4. If approved, the refund will be processed to your original payment method.

Return Shipping Costs

Return Shipping: You are responsible for the cost of return shipping. These costs are non-refundable and will be deducted from your refund if applicable.

Tracking:  For items valued over £75, we recommend using a trackable shipping service or purchasing shipping insurance. We are not responsible for items lost during return shipping.

Please Note: Processing times for returns, exchanges, and warranty claims may vary depending on your location.

Faults and Repairs

If your item arrives faulty, damaged or not as described, you have the right to reject the item within 30 days and ask for a full refund. This includes for custom and made-to-order designs.

If a fault occurs between the first 30 days and six months, please contact us to see if your item can be repaired or replaced with a like-for-like piece. 

 

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