Customer FAQ's

Customer Service

Our customer service team will be happy to help you with whatever query you may have. Please call us on 01326 290 046 or send us a message via our contact form. You can also email us at

We are available between the hours of 9am-5pm Monday to Friday. If nobody is available to take your call, simply leave us a message and we will get back to you as soon as possible.

Order Confirmations

When you place an order with us you will receive an order confirmation via email. If you can’t find it then please check your junk or spam folders. You should also be able to view your order details in your account area on our website.


All payments are collected via PayPal as soon as you place your order. We accept all major credit/debit cards. 

Security & Safety

We take online security very seriously here at Eliza Wills. No financial information (such as credit/debit card numbers) are stored on our website at all. When you place an order oneline with us you will be submitting the data over a 128 bit secure connection.

Paying VAT

VAT at 20% is included in all our pricing if you live in the European Union. 


Please read our shipping page for more information about this.

Overseas Orders

Eliza Wills ships worldwide. When you visit our website you can choose to pay in either GBP or USD.

Jewellery Care

For more information about how to look after your jewellery please visit our Jewellery Care page.

Ring Sizing

We have a number of ways you can use to find out your own ring size or someone else’s if you intend on buying one as a gift. For help with this, please visit the Ring Sizing section of our website.

Discount Codes

Occasionally Eliza Wills offers discount codes that can be used to get a percentage off our jewellery. These can be entered into the coupon box during the checkout process. We advise that you use these discount codes as soon as possible because they do have an expiry date.

Returns & Refunds

We hope you are totally overjoyed by your item, unfortunately we are unable to accept returns for a personalised items with the exceptions of the following circumstances

  1. Delivery of a product that is different to that ordered
  2. Where there is a spelling mistake or error in a personal message
  3. Product is faulty, this must be reported within 48 hours of receipt

We cannot accept returns for an item after 14 days from delivery.