Shipping policy

Once we have received your order, we take time to check and confirm your order, to ensure a quick dispatching and accurate delivery, please check your address and your order carefully before making a purchase. 

Please note when you make a purchase and it includes a customised item, the dispatching time will be as stated for customised orders. 

Dispatch/Making Time

Non customised orders: 1-2 business days
Customised orders: 3-4 business days

Shipping Time

United Kingdom: 4-6 business days

Return Policy

Thank you for shopping at Ellie Grace Jewelry. We strive to provide you with high-quality and beautiful jewelry. If, for any reason, you are not completely satisfied with your purchase, we offer a 30-day return policy for all shipped items. Please read the following terms and conditions carefully:

Eligibility for Returns:

  • The return request must be made within 30 days from the date of delivery.
  • Returns will only be accepted for items that are in their original condition, unused, and unworn.
  • The reason for the return must be valid, such as not wanting the item anymore, the giftee not liking the gift or jewelry, or any other legitimate reason.

Items Not Eligible for Returns:

  • Customized or personalized items.
  • Items that have been worn or used.
  • Items that have been damaged or altered after delivery.

Return Process:

  1. Contact us at support@elliegracejewelry.com within 30 days of receiving your order to initiate the return process. Please include your order number, the reason for the return, and any relevant details.
  2. Once your return is approved, you will receive detailed instructions on how to return the item.
  3. Pack the item securely, ensuring it is in its original packaging.
  4. Ship the item to the address specified by our customer service team. 

Refund Process:

  • Once we receive the returned item, it will be inspected to ensure it meets the eligibility criteria.
  • Upon approval, a refund will be issued to the original method of payment within 5 business days.

Customer Support:

  • If you have any questions or concerns regarding the return process, please contact us at support@elliegracejewelry.com . We are here to assist you.

Order Changes & Weekend Processing

We understand that sometimes changes are needed after placing an order, and we’ll always do our best to help.

Orders are typically processed quickly during business hours (Monday to Friday, 10am–7pm AEST). For orders placed over the weekend or outside of these hours, our team may not be immediately available to review requests.

While we aim to review all cancellation or change requests as soon as possible, please note that we operate with a limited team over weekends, and requests are not guaranteed to be actioned before processing begins.

To assist with this, we implement a short processing buffer at the start of each business day to capture urgent requests submitted overnight or during the weekend. However, once an order has entered production, changes or cancellations may no longer be possible.

We strongly recommend double-checking your order details (including delivery address and customisation) before completing your purchase.

Note: Ellie Grace Jewelry reserves the right to refuse returns that do not comply with the above-stated guidelines. Return shipping costs are the responsibility of the customer unless the return is due to an error on our part.

Thank you for choosing Ellie Grace Jewelry! We appreciate your business and are committed to ensuring your satisfaction with our products.