Frequently Asked Questions

Ellimonelli has got Answers to all your Questions - if we haven’t covered it in our FAQs, then just email the Elli team and we’ll respond pronto!


Why should I create an account?

By creating a secure account with Ellimonelli, you will be able to :

  • View your order history
  • Monitor the progress of your orders
  • Keep your details up to date
  • Change your password
  • Sign up for our iBrowse Newsletter/Blog and keep up to date with trends and special offers

How do I view my order history?

Go to Customer Login to view your orders.

How do I view the progress of my order?

Go to Customer Login to view the progress of your order. 

How do I update my details?

Go to Customer Login to edit your details.

What do I do if I forget the password to My Account?

If you forget your password or simply want to change it, click the Forgotten Password button in the Customer Log In area.

How do I pay for my order?

You will be prompted to select your method of payment in our secure payment area.

How secure are my credit and debit card details?

Security is a major concern for everyone shopping on the internet. Please be aware that we have a very secure and robust system in place to manage and store your personal information.

Do you have a retail outlet?

We are an on-line retailer only.

Do you have a brochure?

As we are an on-line retailer, we do not offer a paper brochure. However, you can get up to the minute news of products by subscribing to our newsletter, iBrowse, clicking the social media icons on the website to follow us on Facebook, Twitter, Pinterest and Instagram as well as visiting our website - 

Do you use cookies?

We do use cookies to make your shopping experience as seamless as possible. Our cookies do not contain personal information about you and are only used to determine your browser and user preferences for our site.  If you wish, you can organise your internet browser to not accept cookies and still be able to use our site without having cookies enabled.  Please refer to our Cookie Policy for further information.

Can I buy gift cards?

We will be offering Gift Cards shortly.

Can I send a personalised message with a gift?

We offer a lovely hand written gift card to accompany the gift that you have selected.  You will be prompted before checkout to fill in your name, the recipient's name and your special message.  If you are buying multiple gifts that require gift cards, then each item must be purchased individually (separate orders) on the Ellimonelli website to activate a new gift card request with each order.

How do I use a special offer code?

Seasonal and special offers will be advertised via the website and our Newsletter, iBrowse. You will be prompted at Checkout for the relevant code and the available discount will be calculated and applied. Please note that only one promotional offer can be used at any given time and cannot be used in conjunction with any discounted items. Ensure you sign up for our newsletter, iBrowse, to keep up to date with the latest designs, trends and offers

Will my personal information be passed to a third party?

Ellimonelli will never pass any personal or sensitive information whatsoever to any third party and all information collected is secure and protected.  To enable us to process your order efficiently, we are required to request your name, email address, delivery address, contact number and payment card details.  Should it be necessary, your contact number and email address will allow us to communicate with you regarding your order.  All payment data collected is encrypted to ensure that when placing an order you are entering a highly secure environment with stringent procedures in place.

What delivery options and charges are available?

We offer a hassle free shopping experience with free Standard UK Mainland Delivery on orders over £75.00. Every effort will be made to dispatch your order within the stated time frame :

  • UK Standard Delivery - £3.95 (usually 2-5 days but may be up to 7 days for remote post codes)
  • European & International Delivery - Royal Mail Parcel Force postage charge or courier charge will be advised on receipt of order and will differ per order based on weight, size and destination.  Please email us regarding overseas orders.
  • Please note that an additional postage charge will apply to the Channel Islands which will be advised upon receipt of order and based on weight or size of order.  

Can I place an order if I live outside the UK?

Order your items in the usual way by following the instructions on our website.  All prices displayed on our website are in Pounds Sterling and your card transaction will also be in Pounds Sterling.  If you purchase from outside the UK, currency fluctuations and credit card charges may make a small difference to the amount billed on your credit card. Ellimonelli cannot be held responsible for any currency fluctuation, bank or credit card charges that may be incurred as a result of this transaction.  Royal Mail Parcel Force postage charge or courier charge for International orders will be advised upon receipt of order and will differ per order based on weight and destination.  Please contact Ellimonelli to discuss international orders and we will be happy to assist by emailing

Can I change my delivery address?

Unfortunately we are unable to amend any details once an order has been placed. 

Can I select a different delivery address to the billing address?

You can select a different billing address to the delivery address by following the instructions at Checkout.  You may also provide any special instructions for the delivery of your order – for example, leave with neighbour at No 34.

Are delivery dates precise?

All delivery dates are estimated and can vary.  We will endeavour to deliver your order as quickly as possible following confirmation of payment.  However, Ellimonelli cannot accept any liability for any damage or loss (direct or indirect) if delivery takes place at any time other than the estimated date for delivery.

Is the featured jewellery the actual size?

It is impossible to depict the actual size of a piece of jewellery on the Internet as computers vary so much in their capabilities nor can we accept any responsibility for variation in colour etc as a result of  browser software or systems, However, we do provide a full description of each design together with dimensions, where appropriate, and try to ensure we offer as much information as possible to help you make your selection.

What is your policy for returns/refunds and exchanges?

We hope that you will love your Ellimonelli collections but we know there will be occasions when items may not be absolutely suitable.  If this should occur, then please contact Ellimonelli within 14 working days of receipt of your order at and within 5 working days to report any damaged or faulty items in transit.  For more information, please refer to our Delivery/Returns Policy.

Returns, refunds & postal charges

With the exception of faulty or damaged goods in transit, you will be liable for all return postal costs. Please take all reasonable care of the item(s) that you are returning and not use them in the intervening period.

Please note that any refunds or replacements above our Statutory Obligations are discretionary.  In order to qualify for a refund, the item(s) must be unused, undamaged and arrive at Ellimonelli in perfect condition.  Items should also be returned to Ellimonelli in our original packaging with all fragile items being securely wrapped for protection, packaged and clearly labelled including our post code.  Please ensure your complete and enclose the Returns Form provided.

We would recommend that you use an insured delivery service to return the items. Please obtain/retain a proof of postage as Ellimonelli cannot be held responsible for parcels that do not reach us or orders that are returned in a damaged condition.  Please refer to our Delivery/Returns Policy for more comprehensive information.

Unless the items are faulty or have been forwarded to you incorrectly, you will be liable for return postal costs. Please note that any refunds or replacements above our Statutory Obligations are discretionary.  Please refer to our Delivery/Returns Policy for our full policy details. 

Replacement & postal charges

Item(s) returned for a replacement design(s) or product(s) will be credited to your payment card.  Replacement items will then be debited to your payment card in addition to a postal charge that will be incurred for the replacement postal service.  Please refer to our Delivery Charges. 

Please note - for hygiene reasons, earrings cannot be returned.

How do I care for specific products purchased at Ellimonelli?

We strongly advise that you take the time to read our tips for the care of your products. These care instructions will help you to keep your designs in good condition.  

Are the gemstones in your designs natural?

Semi-precious gemstones are sourced for their quality and colour.  Being organic materials/minerals, there will be natural variations, flaws, colour differences and imperfections as a result of their physical properties which can also add to their brilliance, uniqueness and lustre.

How can I subscribe or unsubscribe to the iBrowse Newsletter?

To subscribe, simply click the Newsletter prompt and provide the required information to enable the Elli Team to forward our iBrowse Newsletter to you.

iBrowse will provide all the latest happenings, offers and trends at Ellimonelli plus you can also share with us your favourite purchases, if you would like to see a particular design in another colourway or for us to bring back an old favourite, if possible.  We love receiving your feedback which helps us to offer more products that you will adore!

If you should wish to unsubscribe, then click on the unsubscribe button that appears in the Newsletter and follow the instructions.  If you change your mind, just subscribe again - don't miss out on our ever changing news and offers! 

All personal information captured will, under no circumstances, be divulged to any person, persons or third parties whatsoever.