FAQs

What is your returns policy?

Return Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Please note we cannot accept returns on earrings and other pierced jewellery due to hygiene reasons. We also have different policies for custom made (made to order) items such as rings, please check the listing of the item for more details.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@earthtojade.com.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at support@earthtojade.com.

Damages and issues
Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom pieces and pierced jewellery. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@earthtojade.com.

How long will my order take to arrive?

Pre-made (ready to ship) items are usually shipped out within 1-3 working days (Monday - Friday)

Made to order items are usually made and shipped out within 3-5 working days (Monday - Friday) depending on the complexity of the piece and backlog of orders. The processing time is subject to change.

Once dispatched, your item should arrive in 1-3 working days (Monday-Friday)

The item is shipped with 1st Class Untracked Royal Mail or 48 Hour Tracked depending on the value of the order.

If you need an order by a certain date, please contact us before ordering so we can let you know whether it can be made and posted in time.

Please note, the processing time can change at any time due to an influx of orders. This is beyond our control, in some cases the processing time for made to order items could extend up to 3 weeks if for example we get a huge influx of orders or the artist becomes unwell. If this is the case we will post updates on the website and attempt to email you regarding your order.

All of the jewellery is made in-house by one person. Please be respectful of the fact we are a small business and can only go as fast as humanely possible.

Do you ship internationally?

Yes! We do ship internationally.

Please note that we are not responsible for any import taxes, duties or customs charges in the recipient's country. Do check your country’s charges and policies on international packages before purchasing.

There is no hidden fees on our end, the final price you pay will be shown at the checkout, anything after dispatch is beyond our control.

Can I change my shipping address / cancel an order?

If you have entered the wrong shipping address, please get in contact as soon as possible as we can update this on our system for you.

If the order has already been shipped out, unfortunately there is nothing we can do other than hope the recipients at the new address will return to sender. If it is returned we can ship it out to your updated address. Unfortunately we cannot refund you for entering the wrong address since this is your resposibility.

You may cancel an order if it is a pre-made item or we have not begun making it. You will be refunded within 10 business days.

How is the jewellery packaged? Is it recyclable?

Yes our packaging is 100% recyclable and/or reusable. We also plant a tree with every order placed.

The packaging includes:

A cardboard jewellery card

A cardboard care card

100% cotton jewellery bag

Eco-friendly packaging tape

Eco-friendly tissue paper

Twine

A cardboard mailing box

A BPA-free shipping label

We do not use any plastic in our packaging.

We do use silicone backs to secure our dangly and stud earrings in place. These are skin-safe and can be used to ensure your earrings never fall out.

What materials do you use? Are they hypoallergenic?

We only ever use certified 925 Sterling Silver and Fine Silver in our pieces so they are suitable for sensitive skin.

However we are working on getting all of our materials lab-tested before we give this guarantee.

How do I care for my jewellery? Is it water-safe?

Each order comes with a care card containing advice on how to best care for your jewellery.

Sterling silver is made of 92.5% silver mixed with other metals to make it easier to work with, however this means it can tarnish when exposed to the elements. Fine silver is 99.9% silver, which is usually too soft to work with, but is occasionally used and generally does not tarnish.

All pieces are hand polished with a skin-safe wax to prevent tarnishing.

However this can naturally wear away over time.

Avoid submerging your pieces in water, especially chlorinated and salt water.

Avoid contact with chemicals such as perfumes, lotions and cleaning chemicals.

Handle with care and remove before exercising and going to bed.

Store in a dry place away from sunlight. Air-tight ziplock bags and jewellery boxes are a good option.

Many of our pieces are intentionally made using thin wires and chain for a dainty appearance, therefore they must be handled with care and are not suitable for children.

Tarnished pieces can easily be restored with household products, please get in contact if you need specific advice on restoring a piece.

We are happy to fix pieces you have accidentally broken for a small fee.

Can I become a brand ambassador?

We are not currently taking on any brand ambassadors at this time. Please check back for updates.

Do you do custom orders / wedding jewellery?

Yes, we would be absolutely honoured to provide a custom jewellery service for your wedding. Please contact us in plenty of time and we will be happy to accomodate. We can create bridal pieces along with gifts for the bridesmaids. We are currently working on expanding our product base to include more unisex and masculine options.

Is the jewellery ethically made?

All of our materials (such as wire and gemstones) are sourced from trusted private UK trade-only suppliers that we have built a relationship with.

From there, all of the pieces are currently made by hand by one person (Chloë) in her little studio in the UK. You can see more behind the scenes on our social media.

What are your social media handles?

Instagram: @shopearthtojade

Pinterest: @shopearthtojade

TikTok: @shopearthtojade

Email: support@earthtojade.com

Do you do collaborations?

We are not currently doing collaborations but please do check back for updates.

Do you ever have sales or discounts?

As pieces take a lot of work and are handmade, we generally do not run many sales as we do not want to de-value the pieces.

We do occasionally give out discount codes, the best place to hear about these is by following our instagram page @shopearthtojade or signing up to our mailing list.

Do you do wholesale orders for resale?

We will sell wholesale orders to general businesses such as gift shops that sell a range of products. To protect our brand these will need to be sold with our own branding.

Since items are handmade and many designs are exclusive, we do not allow items to be re-sold for more money under another brand name as this is not fair on us or the customers.

Where do you buy your supplies from?

All of our materials (such as wire and gemstones) are sourced from trusted private UK trade-only suppliers that we have built a relationship with.

These are not accessible to the public therefore if you are a beginner looking to make jewellery I would recommend checking out some local independent craft shops as they often have a lot of knowledge on what you will need. YouTube also has some great tutorials and many Etsy stores sell high quality supplies. Be careful buying supplies from places like Amazon as the materials can often be fake. poor quality and deceptive.

My question hasn't been answered, how can I get in contact?

We're sorry to hear that!

Please go to our contact page and we will get back to you as soon as possible.