Prepared with care. Delivered with clarity.

Your ELLA EVA order is dispatched after it has been prepared, checked and packed.

Initials, birthstones and charms do not add additional preparation time to your order.

A personalised message card or photo card may add 3–7 business days before dispatch because the card requires additional preparation.

Carrier delivery time begins after dispatch. Preparation time and delivery time are separate parts of the journey.

Initials, birthstones and charms do not add extra preparation time. Personalised message cards and photo cards may add 3–7 business days before dispatch.

Choosing an initial, birthstone or charm therefore does not delay the normal preparation of your jewellery.

The additional 3–7 business days applies specifically where a personalised message card or photo card needs to be prepared with your order.

The 3–7 business day period is before dispatch and does not include the carrier's delivery time.

Tracking information is sent once your ELLA EVA order has been dispatched.

Use the tracking information in your dispatch notification to follow your parcel through the carrier network and towards delivery.

If your order has been dispatched and you cannot find the tracking information, contact ELLA EVA with your order number so we can help.

ELLA EVA offers a voluntary 90-day return window for eligible standard, non-personalised items.

The 90-day period begins on the date of purchase. Eligible UK returns also include free return postage.

Change-of-mind returns should be unworn and returned in the condition required by the ELLA EVA returns policy.

Our voluntary 90-day policy provides additional customer protection and does not affect your statutory rights.

To start an ELLA EVA return, contact us with your order number and tell us which item you would like to return.

Change-of-mind returns should be unworn and returned in the condition required by the ELLA EVA returns policy.

Please take reasonable care of the jewellery while deciding whether to keep it and pack it securely when returning it.

If your item is faulty, damaged or incorrect, contact us rather than treating the issue as a standard change-of-mind return.

Personalised jewellery does not automatically qualify for ELLA EVA's voluntary 90-day change-of-mind return policy.

This is because the jewellery has been prepared around details selected for your order.

If a personalised item is faulty, damaged, incorrect or does not match the personalisation you ordered , contact ELLA EVA so we can review the issue and help with the appropriate next step.

Your statutory rights are unaffected.

Once ELLA EVA receives your return, the item is checked before an eligible refund is processed.

The item is reviewed against the applicable return conditions. If the return is eligible, the refund is then processed to the appropriate payment method.

Your bank or payment provider may take additional time to display the refund after it has been processed by ELLA EVA.

If your ELLA EVA order is damaged, faulty, incorrect or has a delivery problem, contact us as soon as you can.

This includes an incorrect item, incorrect personalisation, visible damage, a suspected fault or a parcel that has not arrived as expected.

Contact ELLA EVA and include your order number where possible. We may ask for photographs or other relevant information so we can understand what has happened and help with the next step.

Your statutory rights are unaffected.