Non-customised (standard) orders
For standard (non-customised) items:
- We may be able to cancel or update your order if you contact us as soon as possible after placing it
- Changes are only possible before the order has been processed or shipped
Please contact our support team immediately with:
- Your order number
- The change you’d like to make
Once a standard order has been processed or dispatched, we’re unable to make changes or cancellations.
Customised or personalised orders
Because customised orders are made specifically for you:
- Custom orders cannot be cancelled or changed once they have entered production
- This includes changes to messages, names, or personal details
If you realise an error immediately after placing your order, please contact us straight away.
While we’ll always do our best to help, changes cannot be guaranteed once production begins.
Important to know
- Orders are processed quickly to avoid delays
- Requests are handled on a first-come, first-served basis
- Ellie Grace Jewellery cannot cancel or modify orders that are already in production or in transit
Need help?
If you’re unsure whether your order can still be changed or cancelled, please reach out to our support team as soon as possible and we’ll check for you.
Jan 14, 2026