Terms of Service

Eleanor Johnson Jewellery Last updated: 30th June 2026

Please read these Terms of Service ("Terms") carefully before using our website or purchasing from Eleanor Johnson Jewellery ("we", "us", "our"). By placing an order or using our website, you agree to be bound by these Terms.

1. About Us

Eleanor Johnson Jewellery is a handmade jewellery brand based in the United Kingdom, specialising in one-of-a-kind, made-to-order, and bespoke commissioned gemstone jewellery. If you have any questions about these Terms, you can contact us at hello@eleanorjohnsonjewellery.co.uk.

2. Our Products

  • All pieces are handmade, and as such, may show small natural variations in stone colour, shape, size, and finish. These variations are part of the character of handmade jewellery and are not considered faults.
  • Gemstone colours may appear slightly different in photographs compared to in person, due to lighting and screen settings.
  • We work primarily in solid recycled sterling silver and gold, using lab-grown and natural gemstones as described in each individual product listing.

3. Order Types

We offer three types of orders, each with different terms:

One-of-a-kind pieces — unique, individual items. Once sold, the exact piece cannot be remade. 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.

Made-to-order pieces — made specifically for you once ordered. Please allow 4-6 weeks for these to be handmade and dispatched. Because these are made specifically to your order, this counts as personalised jewellery and is not eligible for returns or refunds.

Bespoke commissions — fully custom pieces designed in collaboration with you. These follow the deposit and payment terms set out in Section 4 below, and because they are made entirely to your specification, are non-returnable except in the case of a manufacturing fault.

4. Bespoke Commissions: Deposits and Payment

  • For fully custom pieces not based on existing designs, a design fee may be require to sketch ideas and source gemstones. This covers the cost of design time and/or sourcing of materials.
  • When the design is agreed upon and you have received the quote, payment must be received in full before work begins. This is to cover the cost of sending the piece for casting before hands-on making (setting, finishing, and polishing) begins. We are unable to commence the making process on any bespoke piece without full payment, due to the time, skill, and materials involved.
  • Once a bespoke piece has been made to your specification, it cannot be cancelled, refunded, or resold, except in the case of a manufacturing fault.
  • Estimated completion times for bespoke pieces are provided as a guide and may vary depending on design complexity, stone sourcing, and current order volume.

5. Pricing and Payment

  • All prices are listed in GBP.
  • We reserve the right to amend prices at any time, but the price confirmed at the point of order will be honoured.
  • Payment is processed securely via Shopify. We do not store full card details.

6. Shipping and Delivery

  • Estimated dispatch and delivery times are provided for guidance only and are not guaranteed.
  • Risk in the goods passes to you once the item has been delivered to the address provided at checkout.
  • International customers are responsible for any customs duties, import taxes, or fees applied by their own country. We are not responsible for delays caused by customs processing.
  • Please ensure your shipping address is correct at the time of order, as we are not responsible for items lost due to an incorrect address provided by the customer.

7. Returns and Cancellations

  • Under UK consumer law, customers ordering online generally have a 14-day right to cancel an order for a full refund. This right does not apply to items made to your specification (such as bespoke commissions) or personalised items, in accordance with the Consumer Contracts Regulations 2013.
  • 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.
  • 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.
  • Faulty items will be repaired, replaced, or refunded in accordance with your rights under the Consumer Rights Act 2015.

8. Custom Commission Process

  • Bespoke commissions begin with a design consultation, during which the design, gemstones, and pricing will be agreed before any deposit is requested.
  • Significant changes to an agreed design after the deposit has been paid may incur additional costs or affect the estimated completion date.
  • We aim to provide progress updates throughout the commission process, but response times may vary depending on order volume.

9. Intellectual Property

All designs, photography, and written content on this website are the property of Eleanor Johnson Jewellery and may not be reproduced, copied, or used without prior written permission.

10. Limitation of Liability

To the fullest extent permitted by law, we are not liable for any indirect or consequential loss arising from the use of our website or products, including loss of enjoyment or inconvenience. This does not affect your statutory rights as a consumer.

11. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

12. Changes to These Terms

We may update these Terms from time to time. The version in effect at the time of your order will apply to that order.

13. Contact Us

If you have any questions about these Terms, please contact us at:

Email: hello@eleanorjohnsonjewellery.co.uk