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Returns
We hope you are delighted with your order. However if you are not entirely satisfied you may return or exchange your item(s).
If you are returning your goods... from within the UK. Click here or from Overseas. Click here
To EXCHANGE your goods Please read
To return a GIFT Please read
To return a FAULTY product Please read
If you require a REFUND Please read
All items for return or exchange must have a Return Authorisation (RA) number and must be returned within 21 days from the day of receipt. Returns received outside the 21-day period will ordinarily receive a credit note for the value of the items returned. (Once issued, credit notes are valid for 6 months).
Returning items from within the UK
1. Request a RA number: Please contact Customer Services +44 (0)845 1304281 or email us at returns@ellageorgia.com and request a Return Authorisation (RA) number.
2. Complete your returns form: Please complete the Returns Form included with your delivery and enclose it with the item(s) to be returned.
3. Pack items: Place the item(s) in their original packaging and securely seal the mailing bag. All items must be returned in their original condition: unworn, unwashed, and with any original tags. If you are returning more than one item from the same order, please place all returns in one shipment.
On the outside of the parcel -
Affix the ‘peel off’ Returns address label supplied on your invoice to the front of the parcel.
Clearly write your RA number on the Returns label.
4. Send your parcel: We suggest that you return your goods using either the Royal Mail 'Special Delivery' service or if using standard mail please obtain (free) proof of postage as we are unable to accept liability for goods that fail to reach us. Please note that you are responsible for the cost of returning the items to us.
Please note that any unauthorised returns/exchanges may be returned to the sender. Failure to obtain an RA or to return goods other than via Royal Mail ‘Special Delivery’ does not affect your statutory rights.
Returning Items from Overseas
1. Request a RA number: Please contact Customer Services +44 (0)845 1304281 or email us at returns@ellageorgia.com and request a Return Authorisation (RA) number.
2. Complete your returns form: Please complete the Returns Form included with your delivery and enclose it with the item(s) to be returned.
3. Pack items: Place the item(s) in the original packaging and and securely seal the mailing bag. All items must be returned in their original condition: unworn, unwashed, and with any original tags. If returning more than one item from the same order, please place all returns in one shipment.
On the outside of the parcel -
Affix the 'peel off' Returns address label supplied on your invoice to the front of the parcel.
Clearly write your RA number on the Returns label.
If you have any questions, please contact Customer Services +44 (0)845 1304281 or email us at returns@ellageorgia.com
4. Send your parcel: Please note that you are responsible for the cost of returning any items to us and for any costs incurred. We recommend that you use FedEx to return your items to us, as we are unable to accept liability for goods that fail to reach us.
Please note: Once we have received the item(s) a member of our Customer Services team will contact you to confirm receipt of the parcel. Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European Community (EU). Please note that unauthorised returns/exchanges may be returned to the sender.
Exchanges
If you would like to exchange your purchase for an alternative item and need advice, please contact Customer Services +44 (0)845 1304281 or email us at returns@ellageorgia.com.
Exchanges will be processed and sent out within 24 hours of receiving your returned items. (Items can only be dispatched after the returned goods have been received and have undergone a quality control check).
Please complete the Returns form on the reverse of the invoice and if there is a balance to pay, please include your telephone number and we will contact you to take payment.
Immediate Exchanges
Alternatively, if you require an immediate exchange please call us on +44 (0)845 1304281. You can then pay for the replacement items in advance and we will waive the delivery charge (on UK orders) and send out the new order on the same day. You can then return the original item(s) for a full refund. This service is NOT available during sale periods.
Gift Returns
If you have received an item from Ella Georgia as a gift you can return it for an exchange or a credit note within the parameters outlined in this Returns Policy. Please call us on +44 (0)845 1304281 or email us at returns@ellageorgia.com to arrange this.
Faulty Items
Unfortunately manufacturing faults do occasionally occur, so if you believe an item to be faulty (or it is not the item you have ordered), please contact us on +44 (0)845 1304281 to arrange it’s free return.
Faulty items will only be accepted if the goods are delivered to the customer damaged, or if there is a subsequent manufacturing fault within a period of 6 months after delivery. All items returned as faulty will be inspected, and any item displaying damage deemed to be a result of fair wear and tear will not be accepted as faulty. Please note your statutory rights are not affected.
Where possible, items may be repaired on request but only where such items are deemed faulty and repairable. Repairs do not come with a guarantee. It may be possible for us to repair items which have suffered wear and tear. There will be a charge for this service, which is to cover the cost of shipping and any other costs incurred.
Non Returnable Items
Please note that special orders/bespoke items and earrings are not eligible for return or refund.
Bespoke items: These pieces are Special Orders, which means that, as we do not carry the specific piece in stock, the item will be made especially for you. Because of this, the item(s) cannot be exchanged or returned under any circumstances.
No Fuss Refunds
We aim to process all refunds within 24 hours of receiving your return and will send confirmation by email. Refunds are always made to the card used for the original purchase.
As previously stated, international customs duties and sales taxes are non-refundable for shipments outside the European Community (EU).
Ella Georgia Jewellery Ltd
