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Frequently Asked Questions

Shopping at ella georgia jewellery

We hope to provide information that will make your shopping experience as simple and stress-free as possible. If you can’t find an answer to your question below, then don’t hesitate to call us on 0845 1304281.

Jewellery questions

Q.

What lengths are your necklaces?

Q.

The ring a surprise gift – how can I find out her ring size?

Q.

How should I look after my jewellery?

Q.

What ring size should I buy?

Q.

If I buy a pendant is the chain included?


Shopping with ella georgia

Q.

Which payment methods can I use?

Q.

How do I use a media code or promotional discount?

Q.

How do I order online?

Q.

How can I be sure that my credit card details are secure?

Q.

I have never bought jewellery online: How can I be sure I'll be happy with my purchase?

Q.

How long will I have to wait for a bespoke item of jewellery? And how do I pay for it?

Q.

Can I send a gift direct to someone?

Q.

Is VAT charged online?

Q.

Can I order by phone, e-mail or fax?

Q.

How can I contact customer service?

Q.

I saw a piece of jewellery a while ago on this site and now I can’t find it, what should I do?

Q.

Can you modify a piece of jewellery so that it will fit me perfectly?

Q.

Will my item come in a box?

Q.

Are the products pictured actual size?

Q.

Can you help me find a gift for my wife/girlfriend/fiancé, mother/daughter?


My Account

Q.

How do ella georgia gift vouchers work?

Q.

What is your returns policy?

Q.

Can I order from overseas?

Q.

How long will my order take to be shipped?




Q. How do I order online?

A. Ordering online is easy - just follow the steps below:

  1. Your shopping experience starts by browsing through ‘Jewellery’. You can also use the 'Search' facility to assist in locating that certain something;
  2. Click on the image or 'View More' to access more information on the product and designer.
  3. When you've found what you'd like to buy, simply add in the number of items you require and just click on ‘Buy Now’ to add your chosen purchases to your ‘basket’. If you want to view the items held by you click on the ‘basket' icon.
  4. Once you've finished shopping click on the ‘basket' icon. If the order is incomplete then please click on the 'Continue Shopping' button. Please be aware that when the item is held by you in your ‘basket’ another customer can still purchase it. If you need to return to the product page for any of your selected items please click on the product name held by your ‘basket’. You can also change the product quantity or remove a product held in your ‘basket’. If you are entitled to any discount then enter your personal Discount Coupon code at the bottom of the page in the ‘basket'. When you are happy to proceed to purchase please click the 'Checkout' button.
  5. If you've shopped with us before enter your login and password and click the login button. If you are a new customer, click on the register button. The registration form allows you to create your profile which is necessary to place orders with ella georgia. We will recognise your account each time you sign in using your login and password.
  6. When you're happy with your order, complete your credit/debit card details on the Protx secure server and click on the 'submit' button.
  7. Once you have gone through to the 'Checkout' we will confirm your transaction details by sending you a confirmation e-mail.
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Q. Can I order by phone, e-mail or fax?

A. If you would prefer to place your order by telephone, or fax please contact Customer Service on 0845 1304281 (within the UK) or +44 845 1304281 (for overseas orders) or fax us on: +44 1423 301062. We will be on hand to assist you from 9.00am to 6.00pm Monday to Friday. You may also contact us by e-mail at customerservice@ellageorgiajewellery.co.uk.

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Q. How can I be sure that my credit card details are secure?

A. All transactions are processed using Protx who are now the UK's leading secure online payment provider. All card numbers are encrypted using 128 bit encryption they are not held on clear text on any website. In plain English this site is secure, your card details cannot be obtained by any other party.

(We take all reasonable measures to keep your personal information, order and payment details secure. However, we cannot be held liable if an event beyond our control results in loss to you).

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Q. How can I contact customer service?

A. We are happy to answer queries by phone, fax or e-mail. Please call us on 0845 1304281 (within the UK) or +44 845 1304281 (for overseas orders) or fax us on: +44 1423 301062. Customer Service is available 9.00am to 6.00pm Monday to Friday. You may also contact us by e-mail at customerservice@ellageorgiajewellery.co.uk.

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Q. I have never bought jewellery online: How can I be sure I'll be happy with my purchase?

A. Even high quality photography, together with product descriptions and measurements, cannot really do justice to our jewellery – as the vibrant colours, sparkle and ‘feel’ are so hard to capture. As such, when a customer actually receives the piece, it often exceeds their expectations and gives even greater pleasure. However, should you want to return the item, you have 7 days from the date of receipt to change your mind and we will happily refund your payment. View our returns policy.

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Q. I saw a piece of jewellery a while ago on this site and now I can’t find it, what should I do?

A. Please call Customer Service on 0845 1304281 (UK) or +44 845 1304281 (Overseas) and we will do our best to get the piece for you.

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Q. How long will I have to wait for a bespoke item of jewellery? And how do I pay for it?

A. For special order items i.e. those that are made to order please call 0845 1304281 (UK) or +44 845 1304281 (Overseas). Commissions are generally unique pieces and are made especially for you. As special orders are not stock items we ask for payment before the order can be processed. This can be made in full or by means of a 50% deposit, the balance being payable before we dispatch your order. Depending on the item being made it can take between 4 to 8 weeks due to the fact that the stones etc are being sourced exclusively for your purchase. All items requested for special order are non-returnable and non-refundable (unless it has a defect or has been damaged in transit). For further details, please see our delivery & returns policy.

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Q. Can you modify a piece of jewellery so that it will fit me perfectly?

A. Yes. No problem, you can make a special request by e-mailing customerservice@ellageorgiajewellery.co.uk. We will contact you if there is a small additional charge or additional delivery time associated with your request. You will have the option of cancelling your order prior to being charged. We also have a bespoke jewellery service. Please see the Q & A above.

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Q. If I buy a pendant is the chain included?

A. Yes.

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Q. Will my item come in a box?

A. Yes, all items are delivered to you beautifully wrapped in a signature ella georgia gift box, with a gift card and jewellery care card. Click here for more information.

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Q. Can I send a gift direct to someone?

A. If you would like to send the gift straight to the recipient, just tick the 'Ship to a different address' box in the 'Personal Details' section of the checkout. If the name provided with the delivery address is different from that of the billing address, the invoice will be forwarded to the billing address.

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Q. Are the products pictured actual size?

A. No, as computer monitors vary in size, it is not possible to show an actual size image on the internet.

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Q. Is VAT charged online?

A. ella georgia jewellery is VAT registered and prices shown are inclusive of UK sales tax (VAT).

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Q. Can I order from overseas?

A. Yes. Please call us on +44 8451304281 to take your order and arrange delivery. Your purchase will be made in £s. The actual transaction on your card will leave your account in £’s.

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Q. Can you help me find a gift for my wife/girlfriend/fiancé, mother/daughter?

A. We’d be delighted to! Please call 0845 1304281 or e-mail us at customerservice@ellageorgiajewellery.co.uk and tell us broadly what you are looking for and your price range and we will suggest something appropriate. We love to offer a personal service. Our expert team have first hand knowledge of our designers and their collections and are here to help. There is no extra charge for this. If for any reason the recipient of your gift does not like it, then she can of course exchange it or return it.

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Q. I am getting married can you help me find/design the perfect bridal jewellery for my big day?

A. Yes. Please call us on 0845 1304281 or e-mail us at customerservice@ellageorgiajewellery.co.uk. We’ll discuss your requirements and help you find the perfect jewellery for your wedding day.

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Q. How do ella georgia gift vouchers work?

A. Gift vouchers are emailed directly to the recipient's e-mail address. As the whole thing is done electronically, it avoids the use of paper – which saves trees and protects the environment. Each gift voucher can be redeemed against any purchase on the web site. When going through the checkout, at the 'Shipping & Payment' section you will see that you can select 'Gift Voucher' as a payment method. You can then click 'Continue' and enter your voucher code before submitting your order. To purchase a gift voucher please click here.

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Q. How long will my order take to be shipped?

A. For information on delivery within the UK and Overseas, please view our delivery & returns policy.

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Q. What is your returns policy?

A. You’ll find all these details at returns & exchanges.

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Q. How should I look after my jewellery?

A. Naturally over time Sterling silver does tarnish but it can be cleaned very easily with silver polish or a silver cloth. Pearls and semi-precious stones can be easily damaged by silver polish, so please do take care.

Silver should be kept absolutely dry and should be stored in a good quality jewellery box. If you live in a particularly humid climate simply place a small packet of desiccant crystals inside your jewellery box to keep it dry.

• Objects that are silver-plated or vermeil (gold-plated) must be cleaned with the same care as solid metals.

• Always remove all silver jewellery before showering or cleaning. Soap can cause a film to form on silver jewellery, making it appear dull.

• A soft, lint free cloth is an effective and inexpensive way to keep your silver pieces lustrous and shining.

• Be particularly careful of chlorine. Chlorine, especially at high temperatures, can permanently damage or discolour your silver jewellery. Avoid wearing silver jewellery while using chlorine bleach or while swimming.

• The most common tarnish-causing elements are wool, felt, food (eggs, onions, mayonnaise), rubber bands, latex gloves and certain paints. Tarnish is accelerated in a humid environment. Oily salts from fingers can also tarnish silver. You can remove light tarnish by using Fairy Liquid (a household detergent used for washing up) and water. Carefully brush with a soft bristle brush, such as an old toothbrush. After brushing, simply rinse with lukewarm water and allow to dry. Frequent light cleanings are preferable to waiting until the tarnish gets so stubborn that more abrasive polishes have to be employed. Be particularly careful when attempting to clean any silver jewellery set with gemstones, as some stones require special cleaning procedures.

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Q. What lengths are your necklaces?

A. Standard jewellery sizes – lengths and names

Bracelet 6” - 7” 16cm - 17cm
Anklet 9” - 10” 22cm - 25cm
Choker 15” - 16” 38cm - 40cm
Princess Necklace 18” - 20” 45cm - 50cm
Matinee Necklace 23” - 27” 58cm - 68cm
Opera Necklace 35” - 37” 89cm - 94cm

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Q. What ring size should I buy?

A. Remember! Fingers are at their largest at the end of the day and if cold will be smaller than normal.

To measure your ring size -
Simply take a piece of cotton and wrap it around the base of the finger.
Use a pen to mark the point where it overlaps, forming a complete circle.
Measure the length from the starting end of the cotton to the pen mark, in mm.
You now have the circumference measurement of your finger in mm.
Use the ring size conversion chart given above to determine your ring size.

Click here for our ring size conversion chart

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Q. The ring a surprise gift – how can I find out her ring size?

A. Simply draw round the inside of one of her rings on a piece of paper or take an actual ring to a jeweller and ask them to determine the size. Browse ella georgia rings.

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Q. Which payment methods can I use?

A. We accept payment online by Visa, Mastercard, Amex, Maestro or Electron. In addition to ella georgia Gift Vouchers.

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Q. How do I use a media code or promotional discount?

A. From time to time we may offer promotional media codes, either on our own website or through our carefully selected partners.

To use a media code, please enter the code in the box provided on the shipping and payment page. Your promotional code and the offer will then be applied to your order. You will see your media code applied in your order totals.

Please note: promotional discounts and media codes may not be redeemed in conjunction with any other offer including, where items are special orders or have already been discounted or currently feature in a sale on our website.

If you have any problems at all redeeming your discount please contact customer service on 0845 1304281 (within the UK) or +44 845 1304281 (for overseas orders) or fax us on +44 1423 301062.

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©2008 ella georgia jewellery is a Ltd company registered in England & Wales. Company No.06607673 VAT No. 990 5310 19

Concept graphics & illustration by Georgina Gill

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