Made Personal, Supported with Care

Eligible non-personalised, non-custom-made items may be returned within 30 days of delivery.

Returned items should be unworn, unused and in their original condition, with the original packaging where reasonably possible.

To request a return, please contact us before sending anything back. Our team will confirm the return instructions and the appropriate return address for your order.

Jewellery created specifically for you — including items personalised with names, initials, dates, handwriting, fingerprints, pet prints, photographs, custom artwork or other customer-supplied details — is generally not eligible for change-of-mind returns or exchanges.

This is because the piece has been produced to your individual specifications and may not be suitable for resale.

This does not affect your rights if an item arrives faulty, damaged, materially different from what was ordered, or otherwise where applicable consumer law provides a remedy.

Eligible non-personalised items may be exchanged within 30 days of delivery, subject to availability.

If the replacement item has a different price, any difference may need to be paid or refunded before the exchange is completed.

Personalised and custom-made pieces are generally not eligible for exchange unless there is an issue with the item itself.

Please check all names, dates, spelling, sizes and uploaded artwork carefully before placing your order.

If you notice a mistake after ordering, contact us as soon as possible. If production has not started, we will do our best to update the details.

Once production has begun, changes may no longer be possible. If the item has already been made using the information submitted with the order, a remake may involve an additional charge.

If your order arrives damaged, faulty or different from what you ordered, please contact us as soon as reasonably possible.

Include your order number and clear photographs showing the item and the issue. Our team will review the case and advise the appropriate next step, which may include repair, replacement, remake or refund depending on the circumstances.

For standard change-of-mind returns, return shipping costs are generally the responsibility of the customer unless otherwise confirmed by us.

If we confirm that an item is faulty, damaged or incorrect, we will advise you on the appropriate return or resolution process.

We recommend using a tracked shipping service for any authorised return. EcoPhilia cannot take responsibility for parcels lost in transit before they reach the designated return address.

Once an authorised return is received and inspected, we will confirm whether the refund has been approved.

Approved refunds are returned to the original payment method. Processing time after a refund is issued may vary depending on your bank, card issuer or payment provider.

Original shipping charges and any duties or taxes already paid may not be refundable unless required by applicable law or unless the return is due to an error on our part.

Contact us as soon as possible if you need to cancel an order.

If a personalised or made-to-order piece has already entered production, cancellation may no longer be possible because work has begun specifically for your order.