FAQs

In-stock pieces are usually prepared and dispatched within 1–2 business days. Pre-order, made-to-order and personalised pieces have their own timeline, shown in the product description.

UK prices include VAT. For orders outside the UK, import duties, customs fees and local taxes may apply on arrival and are the customer's responsibility.

Yes. Our e-gift cards are valid for 12 months from the date of purchase.

Yes. We offer free international shipping on all orders.

UK orders usually arrive within 1–3 business days of dispatch, and international orders within 2-6 business days. Next-day delivery is available on business days only and excludes the Scottish Isles, Channel Islands, Isle of Man and Northern Ireland. Couriers do not deliver on public holidays, and UK weekend delivery depends on the service selected.

You will receive a tracking link in your dispatch email, and you can also follow your order in My Account. If your order has not arrived within 10 business days of dispatch, please contact us.

Most courier deliveries require a signature. Selected single-item UK orders are sent by Royal Mail and can be delivered to your letterbox.

We cannot deliver to PO Boxes, BFPO, mail-forwarding services or temporary addresses.

We offer returns and exchanges on eligible pieces. Returns must be started within 14 days of receiving your order and completed within 28 days. A £5 restocking fee is deducted from every item returned for a refund.

For hygiene and personalisation reasons, the following are not eligible for return or refund:

• Earrings
• Personalised, engraved or custom-made pieces
• Rings that have been resized
• Pre-ordered designs
• Sesonal sale items 

Sale and discounted items can be exchanged or returned for store credit only. They are not refunded to the original payment method. This does not apply to our 10% welcome discount: orders using the welcome discount follow our standard returns policy and are refunded to the original payment method.

Pieces must be unworn and undamaged, in their original packaging with all tags, pouches and certificates included.

Start your return through our Self Serve Returns Portal, or email info@ecelondon.com with your order number. Return shipping is paid by the customer, and the original shipping cost is non-refundable. We recommend a tracked service, as we cannot be responsible for returns lost in transit.

Once your return arrives and passes inspection, we process your refund within 1–3 business days to your original payment method, minus the £5 restocking fee. Your bank or card provider may take a further 2–4 business days to show it.

If you refuse a package, any costs of returning it to us — including shipping, duties, taxes and return shipping — are deducted from your refund. If the order contains non-refundable items (such as earrings, personalised pieces or sale items), no refund will be issued.

Yes. Gift returns need the order or purchase reference number and go through our Self Serve Returns Portal. Gift returns are refunded as store credit.

Please contact us within 14 days of delivery with your order number and photos of the issue. We will repair, replace or refund faulty pieces free of charge.

Every piece is designed in London and handcrafted in Istanbul by skilled artisans, using traditional techniques such as hand-carved intaglio engraving. Because each piece is made by hand, small variations in stones and finish are part of its character.

We work with 925 sterling silver and 22k gold vermeil (a thick layer of 22k gold over sterling silver), using certified ethical metals and natural, responsibly sourced gemstones, pearls and mother of pearl. Pieces at or above the legal weight threshold of 7.78g are hallmarked.

Yes. We use natural gemstones such as lapis lazuli, carnelian, mother of pearl, tourmaline and baroque pearls. Natural stones vary in colour, pattern and inclusions, so your piece may differ slightly from the photos.

Use our size guide on each ring's product page. If you are between sizes, we recommend choosing the larger size. Our rings come in UK sizes J to Q.

Most of our necklaces come with a set chain length shown on the product page. Many chains can be shortened under our warranty (see Care, Warranty & Repairs).

Yes. Selected designs can be ordered with custom engraving; the option and its price are shown on the product page. Personalised pieces are made to order, so please allow the extra time stated on the product page.

Yes. We create bespoke commissions, from a custom hand-carved intaglio to a piece designed around your own stone. Email info@ecelondon.com with your idea and we will guide you through design, timing and price.

Personalised, engraved and bespoke pieces are made especially for you and cannot be returned or refunded, unless they arrive faulty.

• Put your jewellery on last and take it off first: keep it away from perfume, lotions, showering, bathing, heavy exercise, and chlorinated or sea water.
• Store each piece separately in its original pouch or a lined box to prevent scratches and tangling.
• Clean gently with a soft cloth, rubbing in one direction. Avoid paper towels, tissues, hot water and chemical cleaners.
• Sterling silver naturally tarnishes over time; regular gentle polishing keeps it bright.

Yes. Every piece comes with a 1-year worldwide warranty from the date of purchase, with valid proof of purchase. The warranty includes the following services free of charge (delivery costs apply):

• Surface scratch repair (deep scratches are not covered)
• One ring resize per ring (selected designs can only be resized by one size up or down)
• One replating

Loss, theft and damage from everyday wear or accidents are not covered. For lost or stolen pieces, we recommend contacting your home insurer.

Yes. Repairs outside the warranty are available for a fee. Send a Repair Request through our Contact page and we will send you a quote. If you no longer have your receipt, contact us and we will help you find your order.

Email us at info@ecelondon.com or use our Contact page. We aim to reply within 1–2 business days.

Yes. Retailers and stockists interested in carrying Ece London can email info@ecelondon.com for our wholesale linesheet and terms.