Everything You Need to Know

Depending on the piece, you can personalise your jewellery with names, initials, dates, handwriting, fingerprints, pet prints, photographs, birth flowers, symbols and other meaningful details. Available options are shown on each product page.

Yes. A clear photograph or scan usually works best. Keep the original writing or drawing as dark and sharp as possible, with minimal shadows or background distractions.

Yes. Many of our pieces can be created from fingerprints, paw prints, handprints and other personal impressions. Upload the clearest image you have — we can often work from photographs rather than requiring a professionally prepared file.

Possibly. If you have a special idea, contact us with a photograph, sketch or description and our team can let you know what may be possible.

For designs that require artwork preparation, or where a preview is specified on the product page, we may provide a digital design for review before production. Simple text personalisation may move directly into production.

Our jewellery primarily uses sterling silver, with selected designs available in gold or rose-gold finishes over silver. Please check the individual product description for the exact material and finish of each piece.

Yes. Sterling silver can naturally oxidise and darken over time when exposed to air, moisture, cosmetics and chemicals. This is a normal characteristic of silver rather than a manufacturing defect and can usually be restored with appropriate cleaning.

Keep your jewellery dry when possible and avoid perfume, lotions, household chemicals and prolonged exposure to water. Store pieces separately in a dry place and gently polish sterling silver with a suitable soft polishing cloth.

We recommend removing jewellery before showering, swimming, exercising or using cleaning products. Chlorine, salt water, moisture and chemicals can accelerate tarnishing and wear to plated finishes.

Clean gently with a soft cloth. For suitable sterling-silver pieces, mild soapy water and a very soft brush can be used when necessary. Avoid aggressive polishing around intentionally darkened engraving, photographs or delicate personalised details.

Follow the upload instructions on the product page. For the best result, choose the highest-resolution original photograph available rather than a screenshot or compressed social-media image.

Often, yes. Older family photographs and meaningful images do not need to be professionally taken. We will work with the image supplied, although very blurred, dark or low-resolution photographs may have limitations.

Usually, yes. Photographs may need to be carefully cropped or repositioned to suit the proportions of the locket. Important faces and details should therefore have some space around them in the original image.

Photo lockets should be kept away from water, perfume, lotions and excessive humidity. Do not soak a photo locket when cleaning it. Wipe the exterior gently with a soft, dry cloth and keep the inside as dry as possible.

Most personalised and made-to-order pieces require approximately 6–8 business days for preparation and production before dispatch. More complex custom work may require additional time.

Contact us as quickly as possible. We may be able to make changes if production has not started, but once a personalised piece has entered production, changes may no longer be possible.

Once your order is dispatched, we will send a shipping confirmation with tracking information where available.

Yes. Use the Track Your Order page or the tracking link included in your dispatch confirmation.

Yes. EcoPhilia serves customers internationally. Available shipping services, estimated delivery times and any applicable charges are shown during checkout.

Depending on your destination, local customs duties, import taxes or other charges may apply. These are determined by the destination country’s authorities and can vary by location.

Because personalised and custom-made pieces are created specifically for you, they are generally not eligible for standard change-of-mind returns. This does not affect your rights if an item arrives faulty, damaged or incorrect.

Please contact us with your order number and clear photographs showing the issue. Our customer-care team will review the order and help determine the appropriate solution.

Contact us immediately. If production has not begun, we will try to update your order. If the piece has already been produced using the information submitted at checkout, a remake may involve an additional charge.

Not necessarily. Natural tarnishing is common with sterling silver and can normally be cleaned. If you are unsure whether the change is normal tarnishing or another issue, send us a photograph and we can advise.

You can contact our customer-care team through the Contact Us page. Please include your order number when contacting us about an existing order.