Frequently Asked Questions

Shopping at Ella Georgia

We hope to provide information that will make your shopping experience as simple and stress-free as possible. If you can’t find an answer to your question below, then don’t hesitate to call us on +44 (0)845 1304281 or send an email to enquiries@ellageorgia.com

Q. How do I order online?

A. Ordering online is easy - just follow the steps below:

1. Your shopping experience starts by browsing through our collections. You can also use the 'Search' facility to assist in locating that certain something.
2. When you've found what you'd like to buy, simply add in the number of items you require and just click on ‘add to basket’.
3. You can review your basket at any time by hovering over 'my basket'. Once you've finished shopping click on 'proceed to checkout'. If the order is incomplete then please click on the 'Continue Shopping' button. Please be aware that when the item is held by you in your ‘basket’ another customer can still purchase it. 
4. If you've shopped with us before enter your email address and password and click the sign in button. If you are a new customer, you can create an account or checkout as a guest. The registration form allows you to create your profile so we will recognise your account each time you sign in using your email address and password.
5. When you're happy with your order, complete your credit/debit card details on the SagePay secure server and click on the 'submit' button.
6. You will then be redirected to the 3D secure scheme which confirms that you are the owner of the card being used.
7. Once you have gone through to the 'Checkout' we will confirm your order and transaction details by sending you a confirmation email.

Q. Can I order by phone or email?

A. If you would prefer to place your order by telephone, please contact Customer Services on +44 (0)845 1304281. We will be on hand to assist you from 9.30am to 5.30pm Monday to Friday. You may also contact us by sending an email to customerservice@ellageorgia.com

Q. How can I be sure that my credit card details are secure? 

A. All transactions are processed using SagePay who are now the UK's leading secure online payment provider. All card numbers are encrypted using 128 bit encryption, they are not held on clear text on any website. In 'plain English' this site is secure, your card details cannot be obtained by any other party. 

(We take all reasonable measures to keep your personal information, order and payment details secure. However, we cannot be held liable if an event beyond our control results in loss to you).

Q. How can I contact customer services?

A. We are happy to answer queries by phone or email. Please call us on +44 (0)845 1304281. Customer Services is available from 9.30am to 5.30pm Monday to Friday. You may also contact us by email at customerservice@ellageorgia.com

Q. I have never bought online: How can I be sure I'll be happy with my purchase?

A. Even high quality photography, together with product descriptions and measurements, cannot really do justice to our products, as the vibrant colours, sparkle and ‘feel’ are so hard to capture. As such, when a customer actually receives their item, it often exceeds their expectations and gives even greater pleasure. However, should you want to return the item, you have 7 days from the date of receipt to change your mind and we will happily refund your payment. View our returns policy.

Q. I saw something a while ago on this site and now I can’t find it, what should I do?

A. Please email customerservice@ellageorgia.com or call Customer Services on +44 (0)845 1304281 and we will do our best to get the piece for you. 

Q. How long will I have to wait for a bespoke item of jewellery? And how do I pay for it?

A. For special order items i.e. those that are made to order please call +44 (0)845 1304281. Commissions are generally unique pieces and are made especially for you. As special orders are not stock items we ask for payment before the order can be processed. This can be made in full or by means of a 50% deposit, the balance being payable before we dispatch your order. Depending on the item being made it can take between 2 to 8 weeks due to the fact that the stones etc are being sourced exclusively for your purchase. All items requested for special order are non-returnable and non-refundable (unless it has a defect or has been damaged in transit). Find out more about our bespoke jewellery service here.

Q. Can you modify a piece of jewellery so that it will fit me perfectly?

A. Yes, it's no problem, you can make a special request by sending an email to customerservice@ellageorgia.com.  We will contact you if there is a small additional charge or additional delivery time associated with your request. You will have the option of cancelling your order prior to being charged. We also have a bespoke jewellery service.

Q. Will my item be gift-wrapped?

A. Yes, all items will be delivered to you beautifully wrapped in our signature gift wrapping. You can also choose to add  a signature Ella Georgia gift card when you go through the checkout if you are buying something as a gift.

Q. Can I send a gift directly to someone?

A. If you would like to send the gift straight to the recipient, just tick the 'Ship to a different address' box at the checkout.

Q. Are the products pictured actual size?

A. No, as computer monitors vary in size, it is not possible to show an actual size image on the internet.

Q. Is VAT charged online? 

A. Ella Georgia is VAT registered and prices shown are inclusive of UK sales tax (VAT).

Q. Can I order from overseas?

A. Yes, either order via the internet as usual or call us on +44 845 130 4281 to place your order and arrange delivery. Your purchase will be made in £s. The actual transaction on your card will leave your account in £s.

Q. Can you help me find a gift? 

A. We’d be delighted to! Email us at customerservice@ellageorgia.com or call us on 0845 1304281 and tell us what kind of thing you are looking for and your price range and we will suggest something appropriate. We love to offer a personal service. Our expert team have first hand knowledge of our designers and their collections and are here to help. There is no extra charge for this. If for any reason the recipient of your gift does not like it, then she can of course exchange it or return it.

Q. I am getting married can you help me find/design the perfect bridal jewellery for my big day?

A. Yes. Please email us at customerservice@ellageorgia.com or call us on 0845 1304281. We’ll discuss your requirements and help you find the perfect jewellery for your wedding day. Read more about our bespoke jewellery service here.

Q. How long will my order take to be shipped? 

A. For information on delivery within the UK and Overseas, please view our delivery policy.

Q. What is your returns policy? 

A. You’ll find all these details at returns & exchanges.

Q. How should I look after my jewellery? 

A. Naturally, over time, sterling silver does tarnish but it can be cleaned very easily with silver polish or a silver cloth - if you don't have one to hand, try an eraser! Pearls and semi-precious stones can be easily damaged by silver polish, so please do take care.

Silver should be kept absolutely dry and should be stored in a good quality jewellery box.

• Objects that are silver-plated or vermeil (gold-plated) must be cleaned with the same care as solid metals.

• Always remove all silver jewellery before showering or cleaning. Soap can cause a film to form on silver jewellery, making it appear dull.

• A soft, lint free cloth is an effective and inexpensive way to keep your silver pieces lustrous and shining.

• Be particularly careful of chlorine. Chlorine, especially at high temperatures, can permanently damage or discolour your silver jewellery. Avoid wearing silver jewellery while using chlorine bleach or while swimming.

• The most common tarnish-causing elements are wool, felt, food (eggs, onions, mayonnaise), rubber bands, latex gloves and certain paints. Tarnish is accelerated in a humid environment. Oily salts from fingers can also tarnish silver. You can remove light tarnish by using Fairy Liquid (a household detergent used for washing up) and water. Carefully brush with a soft bristle brush, such as an old toothbrush. After brushing, simply rinse with lukewarm water and allow to dry. Frequent light cleanings are preferable to waiting until the tarnish gets so stubborn that more abrasive polishes have to be employed. Be particularly careful when attempting to clean any silver jewellery set with gemstones, as some stones require special cleaning procedures.

Q. How can I find out my ring size?

A. For information on how to find your ring size or to use our ring size conversion chart click here.

Q. The ring a surprise gift – how can I find out her ring size?

A. For information on how to find somebody's ring size or to use our ring size conversion chart, click here. If the ring doesn't fit when she tries it on, please don't worry. We can either arrange to have it resized or have a new one made.

Q. Which payment methods can I use?

A. We accept payment online via Paypal, or secure payment using Sagepay UK, which accepts the following debit and credit cards: Visa, Mastercard, Amex, Maestro or Electron.

Q. How do I use a promotional code?

A. From time to time we may offer promotional codes, either on our own website or through our carefully selected partners.

To use a promotional code, please enter the code in the box provided when going through the checkout. Your promotional code and the offer will then be applied to your order. 

Please note: promotional codes may not be redeemed in conjunction with any other offer.

If you have any problems at all redeeming your discount please contact customer services on +44 (0)845 1304281.