Refund policy

Please ensure that you accept this policy before making any purchase.

Returns
Our refund policy lasts 14 days. You must notify us within 14 days of receiving your order if you wish to return it. We must receive your returned, unused item within 14 days of your notification. This gives a maximum of 28 days for refunds. No refunds can be made outside of this time period.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at shop@ella-mae-jewellery.com Please note that returns will need to be sent to the following address: Returns Department, Ella-Mae Jewellery, 3 the Cottages, Sheraton Bank, Hartlepool, TS27 4RD.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any return questions at shop@ella-mae-jewellery.com

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Personalised items that are made to order cannot be returned as they have been made to your specification. Please get in touch if you have questions or concerns about your specific item.

Shipping
You are responsible for the cost of returning unwanted items. Shipping costs are non-refundable. 

If you are returning an item over £20, you should consider using a trackable shipping service that includes insurance to the relevant value. We can’t guarantee that we will receive your returned item, so using a trackable, insured service is in your interest. 
Please note we cannot be held responsible for delays with Royal Mail, or any courier once their service is purchased and the parcel handed to them in good faith. We will however assist with any queries you may have were possible.

Cancellations
Unfortunately once your order is received and your order confirmation email is sent, we are unable to cancel the order as this would have already gone to be processed.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 10 business days have passed since we’ve approved your return, please contact us at shop@ella-mae-jewellery.com