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Customer Care

I want you to feel confident and well-informed when purchasing from Eco Jewellery.
If you have any questions at all — whether about a piece, a commission, or an existing order — please don’t hesitate to get in touch. I aim to reply within 1–2 working days.

Processing Times

Most Eco Jewellery pieces are made to order. Processing times can vary depending on the design, materials, and gemstones used.

  • Silver jewellery usually takes around 7 working days

  • Gold jewellery can take up to 21 days

  • Ready-to-ship items are dispatched within 3–5 working days

If you’re working to a specific deadline or would like an estimated timeframe before ordering, please feel free to contact me.

Shipping

  • UK orders are sent via Royal Mail Special Delivery, fully tracked and insured, and require a signature on delivery

  • International orders are sent using tracked services via Royal Mail or the destination country’s national postal service (for example USPS, Canada Post, Australia Post, Deutsche Post)

Delivery times vary by destination.
If you would like to discuss alternative shipping options, just let me know.

Import Taxes

Customers are responsible for any customs duties, taxes, or import charges applied by their own country.
These charges are not included in the item price or shipping cost.

Payment

All prices are shown in British Pounds (£).
If you would like a quote in another currency, please get in touch and I’ll be happy to help.

Returns & Exchanges

I accept returns and exchanges within 14 days of delivery, provided items are returned in their original condition.

Please note:

  • Custom or personalised items cannot be returned unless faulty

  • Earrings cannot be returned for hygiene reasons

  • Sale items are non-refundable

If an item arrives damaged or faulty, please contact me as soon as possible so I can resolve the issue.

Conditions of Return

  • Return postage costs are the responsibility of the buyer

  • Items must be returned in their original condition

  • If an item is returned damaged or not in its original condition, the buyer may be responsible for any loss in value

Ring Sizing

Please ensure you know your correct ring size before ordering.
Avoid guessing or measuring with string or tape. For the most accurate size, I recommend visiting a local jeweller for professional sizing.

Resizing finished rings may incur a fee, depending on the design and extent of the adjustment.

Custom Orders

I love working with clients to create something truly unique.

The custom process begins with a conversation about your ideas, materials, sizing, and any important details.
Once the design is agreed, a deposit is required before work begins.

The remaining balance is payable once the piece is completed and approved.
Custom designs may be featured in my portfolio or shop unless otherwise agreed.

Wear & Tear

Jewellery should be worn and cared for with consideration.

  • Avoid wearing jewellery while showering, swimming, or during strenuous activity

  • Pearls and softer stones require extra care and should be kept away from perfumes, hairspray, and chemicals

  • Store your jewellery in a sealed pouch or box when not in use

If you have any questions about caring for your jewellery, please feel free to get in touch — I’m always happy to help.

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