Demi-fine jewellery inspired by classical lines and put together in unexpected ways to create a thoroughly modern aesthetic. Made in the UK.
ORDERS
Your order will be processed once credit or debit card payment has been authorised. Once payment has been received by us, we will send you an email confirmation at the address you provided in your online order. Orders are subject to acceptance by Ellen&Me.
Cancellation by you
If you wish to cancel an order please contact us at cs@ellenandme.co.uk. Once an order has been despatched we are unable to make any changes or cancel your order. However, you can return your order once you have received it. Please see our returns section for further information.
Cancellation by us
We may contact you to say that we have been unable to accept your order. This is typically for the following reasons:
- We have insufficient stock to deliver your order
- We cannot authorise your payment
- The items you ordered were listed at an incorrect price due to a typographical error or incorrect pricing information received from us by our suppliers.
If we do cancel an order we will notify you by email and refund any sum deducted by us from your credit or debit card as soon as possible and in any event within five working days of your order. We will not be obliged to offer any additional compensation for disapointment or other losses suffered.
Payment
We accept the following methods of payment: Visa, Visa Debit, Maestro, Mastercard and Paypal.
Prices
Orders will be processed at prices set out in our website at the time of purchase. In the case of any unexpected change in price you will be informed and asked if you wish to reconsider your order before proceeding. All our prices are listed in pounds sterling. If you are purchasing from outside the UK, currency exchange rates and credit card charges may make a difference to the amount billed on your credit card.
Promotional codes
Ellen&Me may on occasions offer promotional discount codes (either directly or via third party collaborations). These codes may only be applied to the specified products or purchases of full price items and cannot be used in conjunction with any other offer or discounts.
International orders
Our prices do not include any import duties, sales taxes or other import costs incurred at the point of entry into the destination country and you may be required to pay these when accepting delivery from your courier. If you refuse to accept delivery of the items you have purchased, the courier may return the items to Ellen&Me. In the event this happens, Ellen&Me may be required to pay additional charges to the courier in respect of the cost of return including customs and import duties that were payable by you. We will look to recover these costs from you by deducting the relevant amount from any refund owed. Please also note that any customs and import duty fees incurred by items returned to us for refund or exchange will also be deducted from any refund amount owed to you.
LATE AND LOST DELIVERIES
If your delivery has been delayed, please contact us and we will provide you with the tracking number to enable you to chase it up with Royal Mail. We cannot refund or replace lost items until 20 working days after the date of dispatch (30 days for international items), which is when the Royal Mail constitutes items as being lost. Please note we do not replace or refund items that are tracked as being delivered.
International delivery
When items are sent to another country, your parcel is often handled by more than one postal service. When we send a parcel abroad, the actual delivery of the item will be the responsibility of the postal service in the country the items are going to. Delays can often be caused by customs checks, which can sometimes take up to 1-2 weeks.
Ellen&Me cannot be held responsible for goods that are lost or delayed in transit.
RETURNS
We hope you love your Ellen&Me jewellery but if you’d like to return something it couldn’t be simpler. Please email us at hello@ellenandme with your name, address, order number and reason for return and we’ll send you a pre-paid returns label. For us to be able to process a refund, your items must be returned in their original packaging and unworn condition within 14 days of receipt. We are able to accept returns on earrings if they are returned to us unworn.
We cannot accept returns on personalised or made-to-order items unless they were received faulty. Anything we consider to have been damaged by misuse cannot be refunded.
Refunds
Upon receipt of the items, you will be credited with the cost of the goods minus the return delivery charges. We endeavour to process returns as quickly as possible but please allow up to 14 days for your refund to be issued. Refunds will be credited to the original payment method.
Faulty Items
If your Ellen&Me jewellery is faulty please contact us before returning the items to us so we can advise you of next steps and timeframes for a refund or replacement. Unfortunately, anything we consider to be damaged by misuse cannot be replaced or refunded.
Delivery and returns
Delivery
Stock items will be despatched within 2 working days. Express delivery may be available on some items so please contact us if you require your jewellery sooner.
Personalised jewellery requires a one week lead time and made to order jewellery requires a two week lead time.
Please be aware that all deliveries will require a signature, so please bear this in mind when giving your delivery address. If you need the item(s) urgently, please email hello@ellenandme.co.uk and we will try and accommodate you.
Delivery time applies for working days only and excludes the Scottish Isles, Channel Islands, Isle of Wight, Isle of Man, Northern Ireland and some areas of Scotland where delivery may take slightly longer.
If an item is made-to-order, next day delivery is from when the item is made.
We offer free standard delivery on all UK orders.
Our prices do not include any import duties, sales taxes or other import costs so you should check if these apply to you.
Packaging
Your Ellen&Me jewellery will be sent to you securely packaged in our beautiful branded box. All our packaging is made from FSC or recycled sources and is plastic free, recyclable and fully biodegradable. We think less is definitely more so we don’t use plastic mailing bags or foam inserts in our presentation boxes either.
Returns
We hope you love your Ellen&Me jewellery but if you’d like to return something it couldn’t be simpler. Please email us at hello@ellenandme.co.uk with your name, address, order number and reason for return and we’ll send you a pre-paid returns label. For us to be able to process a refund, your items must be returned in their original packaging and unworn condition within 14 days of receipt. We are able to accept returns on earrings if they are returned to us unworn.
We cannot accept returns on personalised or made-to-order items unless they were received faulty. Anything we consider to have been damaged by misuse cannot be refunded.
Refunds
Upon receipt of the items, you will be credited with the cost of the goods minus the return delivery charges. We endeavour to process returns as quickly as possible but please allow up to 14 days for your refund to be issued. Refunds will be credited to the original payment method.
Faulty Items
If your Ellen&Me jewellery is faulty you must contact us within 7 days of receipt and we will replace or repair it upon its return. If we no longer produce the item we will offer a full refund. Unfortunately, anything we consider to be damaged by misuse cannot be replaced or refunded.
