RETURNS 

We are happy to accept returns of unwanted items if you have changed your mind (excluding earrings and ear cuffs for hygiene reasons. All returns must be in an unworn condition and in its original packaging.  

 

UK - Return your items within 14 days of receiving your goods for a full refund. After the 14 days have passed we can only offer a store credit or exchange for the value paid minus postage costs.

INTERNATIONAL RETURNS -Return your items within 30 days of delivery for a full refund. After the 30 days have passed we can only offer a store credit or exchange for the value paid minus postage costs. 

POSTAGE COSTS - You are responsible for covering the postage costs for sending the items back to us.

  • All returns require a proof of postage and must be sent using a tracked service.
  • Returns will be processed within 5 working days of receiving your return. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
  • If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 5 working days minus the postage costs.
  • We cannot check every return immediately, but if you have not received your refund within this period please contact us.

FREE RETURNS & EXCHANGES ON RINGS

  • We offer free returns and exchanges on rings. Please contact us for a free returns label and we will send out the replacement size of the same designs free of charge as soon as we have received your return. 

OUTLET RETURNS

  • We do not accept returns on outlet items unless faulty.
  • Should an item be faulty and need of repair we will send you a free returns label.
  • If we are unable to repair your item we will offer you store credit or an exchange for the value paid minus postage costs.
  • We will arrange this within 7-14 working days of receipt of the returned order.
  • Outlet items are not covered by our 12 month warranty.
GIFT RETURNS 
  • If you are wanting to return a gift that has been bought for you. We offer an exchange, store credit or gift card for the value paid minus postage costs. We require an order number and proof or purchase to process gift returns.

WARRANTY

  • Ella Palm offers a 12-month warranty on jewellery from date of your purchase. 
  • Our warranty provides a replacement service should your product deem to be defective or faulty, requiring specialists skills. 
  • We only replace items if they are defective or faulty and we do require proof of purchase. 
  • Our product warranty does not cover the ability to replace, exchange or refund a product due to normal wear, and lack of care to our recommended product guidelines.
  • Warranty does not cover jewellery breakages, wearing scratches or tarnished metals due to wear and tear.
If you have any questions regarding your order or to arrange a return please don't hesitate to contact us our team will be happy to help.