Questions, answered.

Choose the personalisation options shown on the product page before adding your piece to your basket. Depending on the design, this may include initials, birthstones, charms or other available details. The options shown on each product page are the options available for that particular design.

No. Adding initials, birthstones or charms does not add additional preparation time to your ELLA EVA order. Your order follows the normal preparation process before dispatch.

They may. Personalised message and photo cards can add 3–7 business days before dispatch. This is additional preparation time before your parcel enters the delivery network — not an additional 3–7 days of carrier delivery time.

Check names, initials, dates, birthstones, charms and written messages carefully before completing your order. We prepare personalised elements using the information you submit, so reviewing everything before payment is the simplest way to avoid an unwanted mistake.

Contact us as soon as possible if something needs changing. We will help where we reasonably can, but changes cannot be guaranteed once preparation or fulfilment has begun. Send us your order details as soon as you notice the issue.

Where a non-personalised version is available, that option will be shown on the individual product page. Some designs are built specifically around personalisation, so check the options for the particular piece you are considering.

ELLA EVA chooses materials according to the design, construction and way a piece is intended to be worn. These include 316L stainless steel and S925 sterling silver, with moissanite used in selected designs. Always check the individual product page for the exact material specification of the piece you are buying.

We choose unplated 316L stainless steel for suitable pieces designed around repeat or higher-contact wear. Because there is no decorative plating layer sitting over the steel, there is no decorative coating to gradually wear through in the same way. Read about our material choices .

Yes. S925 sterling silver remains the right material for selected ELLA EVA designs. We do not treat one metal as the right answer for every piece; the material is selected around the design and intended use.

Yes. All ELLA EVA 316L stainless-steel jewellery includes a 5-year ELLA EVA warranty from the date of purchase. It provides additional protection against covered manufacturing or material faults in the jewellery's construction and is provided in addition to your statutory consumer rights.

The warranty covers genuine manufacturing or material faults affecting covered construction of an ELLA EVA 316L stainless-steel piece, including structural components such as links, clasps, joins or settings where the problem results from a covered fault. It does not automatically cover loss, accidental damage, misuse, unauthorised alteration or ordinary cosmetic wear. Your statutory rights are unaffected.

Moissanite is a gemstone in its own right; it is not a diamond. It is chosen for its brightness, colourful fire and durability. Learn more about moissanite .

Where an ELLA EVA product is described as D Colour · VVS1, those are the supplier-selected specifications for the moissanite used in that piece. We describe them transparently as supplier-selected or supplier-graded specifications rather than presenting them as an independent ELLA EVA laboratory grade.

Start with the measurements and sizing information shown on the individual product page because dimensions vary by design. For bracelets, compare the stated measurement with a comfortably measured wrist. For necklaces, consider both the chain length and where you would like the piece to sit.

Many ELLA EVA pieces are designed with regular wear in mind, but everyday use still depends on the material, construction and individual piece. Check the product-specific material and care guidance rather than assuming every design should be treated in exactly the same way.

It depends on the individual piece and its materials. Unplated 316L stainless steel is selected for suitable higher-contact designs, but ELLA EVA does not apply one blanket “waterproof” promise to every product. Follow the care guidance provided for the exact jewellery you own.

Keep jewellery clean and dry when stored, protect it from unnecessary impact and avoid aggressive household cleaning products. Where practical, store individual pieces separately to reduce rubbing, scratching and tangling, and follow any material-specific care guidance supplied with the product.

Skin sensitivity is individual, so we do not make a blanket promise that every material will suit every person. Check the exact metal listed on the product page and, if you know you react to particular metals, use that information when deciding whether a piece is suitable for you.

ELLA EVA delivers throughout England, Wales, Scotland and Northern Ireland , as well as the Channel Islands and Isle of Man. Free First Class delivery is included with orders to these covered destinations.

First Class delivery is free and included with every ELLA EVA order to our covered destinations. There is no standard First Class delivery charge added to your order.

First Class delivery has a next-working-day delivery aim after dispatch for most UK addresses , including Saturdays, but it is an aim rather than a guaranteed next-day service. Some island, remote or exceptional destinations may take longer. Preparation time before dispatch is separate from carrier delivery time.

Preparation happens before dispatch; delivery begins after dispatch. Initials, birthstones and charms add no additional preparation time. Personalised message and photo cards may add 3–7 business days before dispatch. The carrier journey begins only after the parcel has been dispatched.

You will receive relevant dispatch information once your order leaves ELLA EVA. Where the service used provides tracking or delivery confirmation, the available information will be included with your order update. If you need help with a specific parcel, contact us .

ELLA EVA provides eligible standard, non-personalised items with a voluntary 90-day return window from the date of purchase . Eligible UK return postage is covered by ELLA EVA. This voluntary policy provides additional protection and does not replace or reduce your statutory consumer rights.

Yes. You are welcome to try your jewellery on to make sure it is right for you. For a change-of-mind return, the item should otherwise remain unworn and be returned in as-new condition.

Personalised or custom-prepared pieces do not automatically qualify for ELLA EVA's voluntary 90-day change-of-mind return policy because they have been prepared around your chosen details. If a personalised item is faulty, damaged, incorrect or does not match what you ordered, contact us. Your statutory rights remain unaffected.

Contact ELLA EVA with your order details and tell us which item you would like to return. We will provide the appropriate return instructions and explain the next step for your order. Read our full Delivery & Returns guide before sending a return.

Once an eligible return reaches us, we will check it and process the refund by the next working day . The refund is sent back using the appropriate payment method. Your bank, card issuer or payment provider may then take additional time before the funds appear in your account.

Contact us and we will help put it right. Tell us your order number, which piece is affected and what has happened. Where useful, we may ask for clear photographs so we can understand the issue before advising on the next step. Your statutory consumer rights are unaffected.

First Class delivery is an aim rather than a guaranteed next-day service, so an occasional delay does not automatically mean a parcel is lost. Check any delivery information supplied with your dispatch confirmation and contact us if the parcel appears to be outside the expected delivery journey.

Contact us as soon as you notice an address mistake. We will help where reasonably possible, but an address change cannot be guaranteed once the parcel has entered preparation, fulfilment or the delivery network. Always check the delivery address before completing checkout.

Use the ELLA EVA Contact page when you need help with a specific order, return, product or personalisation question. You can contact us without an order number, but including it for an existing order or return helps us identify the correct purchase more quickly.

ELLA EVA orders are designed around a gift-ready presentation so a piece feels considered from the moment it is opened. Check the relevant product and packaging information for the exact presentation included with the piece you are ordering.

Where that option is available, you can add a personalised message or photo card during the ordering journey. These options may add 3–7 business days before dispatch. Initials, birthstones and charms do not add extra preparation time.

Yes. Where checkout allows a separate delivery address, you can enter the intended recipient's details. Check their name, address and postcode carefully before completing your order, particularly when the parcel is being sent directly as a gift.

The payment methods currently available are shown securely during checkout. Never send payment-card details or sensitive financial information through the ELLA EVA contact form, email or ordinary messages. For information about how personal information is handled, read our Privacy Policy .