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FAQ

DO YOU SHIP TO MY COUNTRY? 

Most likely yes, if you proceed to checkout and enter your delivery address you will be able to select the correct delivery method. 

MY PROMOTIONAL CODE IS NOT WORKING?

We create discount codes for offers, promotions and events. These will be advertised with an expiry date. If applied at checkout after the time frame, the code will not work. If you feel your code should be working, please do let us know the name of code you are trying to apply and we will amend when needed. 

All promotional codes are not to be used in conjunction with other codes.

WHERES MY CONFIRMATION/DISPATCH EMAIL? 

Once your order has left the HQ and is in transit with Royal Mail, we will have a tracking number for your order. A generic email will be sent with you own tracking number. This email will be sent to the email address given at time of checkout. Please ensure you entered the correct email and please do check your junk mail just in case! If you have not received a tracking number, please get in touch and we can provide this again. 

HOW DO I CHANGE MY DELIVERY ADDRESS AFTER ORDERING? 

If you have input an incorrect address after placing an order, please get in touch asap and we will amend the delivery address provided we have not already sent the item. If the order has already been shipped, we can not be held responsible as we ask you to confirm your details at time of checkout. You will also receive a confirmation email straight after placing your order, therefore we ask you to kindly check at this early stage. 

WHERE IS MY ORDER? 

You will receive a shipping notification confirming your tracking number once the order has been dispatched. From this point, you can track your order with Royal Mail. Depending on your delivery address, Royal Mail estimate between 2-5 working days (or up to 14 days for international orders). If you have requested to pre-order an item, the production process can take up to 3 weeks, we will be in touch with updates regarding the specific item. If you package is late, you are advised to check if Royal Mail have left a red slip in case you were out at time of delivery. Your parcel is likely to be waiting for you at your local delivery office. For any other concerns please get in touch using our contact form via the website. 

HOW CAN I TRACK MY ORDER?

Once your order has been dispatched, you will then be provided with a tracking number. This tracking number can be entered on the Royal Mail website to locate your parcel. 

HOW CAN I CONTACT YOU?

Please use the contact form via the website. If you are contacting regarding an existing order, please provide the name you used to place the order and an order/ref number if possible. Alternatively, you can email our customer service directly: helloeollie@gmail.com. 

I HAVE RECEIVED WRONG OR FAULTY ITEM? 

We hand package all orders with care and although this is an unfortunate rare scenario, we can resolve the problem. We ask you to kindly notify us via email with your email confirmation and a photo of the item you have received. We will advise you on how to send the product back to us or alternative options.  

HOW DO I BEST TAKE CARE OF MY PRODUCTS? 

Do not allow products to come into contact with water or other liquids. When storing the jewellery, keep in original packaging or a safe place.