ORDERS
Can I change or cancel my orders?
We dispatch orders quickly—sometimes the same day—so changes or cancellations aren’t guaranteed once an order is placed.
If you need to update your shipping address, amend an item, or request a cancellation, please email support@leajewels.co.uk as soon as possible with your order number and the change required. Our customer care team aims to respond within 48 hours (Monday–Friday).
If your order has already been packed or dispatched, we may be unable to make changes.
If your order has already shipped:
- You may refuse delivery so the parcel is returned to us. Once it arrives back unused and unopened, we can refund the jewellery cost (original postage is non-refundable).
- If you accept and open the parcel, we’re unable to accept returns for pierced earrings due to hygiene and safety regulations.
Where is my order confirmation?
Your order confirmation is emailed automatically after checkout.
If you haven’t received it:
- Check your spam/junk folder.
- Make sure you entered the correct email at checkout.
If you think you entered the wrong email, contact us at support@leajewels.co.uk with your full name and delivery address and we’ll resend your confirmation.
If there was an error during checkout, you may see a pending charge on your account (a pre-authorisation). This usually disappears within 7–10 working days once your bank confirms the payment didn’t go through.
How do I use my Discount Code or Gift Voucher?
You can apply a discount code, credit note, or gift voucher at the final step of checkout, before payment.
- Only one code can be used per order.
- Codes cannot be applied retrospectively once an order has been placed.
What payment methods do you accept?
We accept:
- Debit & credit cards (Visa, Mastercard, Maestro, Amex)
- PayPal
- Apple Pay, Google Pay, Shop Pay
- Selected local payment methods depending on your country
All payments are processed securely.
What should I do if I received a faulty, incorrect, or missing item?
We’re so sorry if something isn’t right with your order.
Please email support@leajewels.co.uk within 14 days of delivery with:
- Your order number
- A clear description of the issue
- Photos of the item(s) and packaging (for faulty/incorrect items)
If an item is faulty or we’ve made a packing mistake, we’ll always put it right with a replacement or alternative solution.
For missing items, we may:
- Ship a replacement if the item is in stock, or
- Offer store credit / refund if it’s out of stock.
DELIVERY
How long does delivery take?
UK Orders
- Dispatched next working day (Mon–Fri, excluding public holidays)
- Delivery time depends on the service selected at checkout (e.g. Tracked 24 / Tracked 48 etc.)
International Orders
- We ship worldwide via tracked services.
- Typical delivery time is shown at checkout (e.g. 5–7 working days), but this is an estimate, not a guaranteed date.
Please note: delays caused by the courier (strikes, weather, customs, high-volume periods like Christmas & Black Friday) are outside of our control and may extend delivery times.
Do you ship internationally?
Yes, we ship worldwide.
- Standard tracked international delivery (approx. 5–7 working days): from £6
- Free international shipping on orders over the threshold shown at checkout (e.g. £100+)
Duties & Taxes:
International orders shipped outside the UK may be subject to import duties, VAT and handling fees charged by your local customs office. These are the responsibility of the customer.
Can I track my parcel?
Yes. Once your order has been dispatched, you’ll receive a shipping confirmation email with your tracking number and a link to the courier’s tracking page.
If you haven’t received this email, please:
- Check your spam/junk folder
- Confirm that your email address was entered correctly at checkout
- Contact us at support@leajewels.co.uk with your order number
Tracking shows delivered, but I don't have my package?
If tracking says Delivered, but you haven’t received anything:
- Check your letterbox, porch, safe places, bins, sheds, meter cupboards, etc.
- Ask neighbours and anyone else at your address.
- Look for a delivery card or attempted delivery notice.
- If there’s a proof-of-delivery photo, check whether the door / area matches your address.
If you still can’t locate the parcel, please contact us at support@leajewels.co.uk with your order number and we’ll help you investigate with the courier.
Please note: as a small business we aren’t able to replace every parcel that is scanned as delivered but then goes missing at the delivery address. We review each case individually based on the courier’s investigation.
My tracking hasn’t updated – is my parcel lost?
Sometimes Royal Mail or other couriers collect parcels but don’t scan them right away, so tracking may appear “stuck”.
- If it’s been under 5 working days since dispatch:
Please allow a bit more time for tracking to update. If there’s still no movement after that, email us and we’ll help. - If it’s been more than 5 working days with no scans:
Please contact us at support@leajewels.co.uk and we can arrange a replacement shipment while we investigate with the courier.
We’re really sorry for any frustration this causes – late scans are unfortunately outside our direct control, but we’ll always do our best to help.
RETURN & EXCHANGE
What is your Returns Policy?
We accept returns of unwanted items (excluding pierced earrings for hygiene reasons) within 14 days of purchase. Pierced earrings (e.g., studs, barbells, hoops, clickers) are not eligible for return.
ALL RETURNS MUST BE:
- In brand new, unused condition with no signs of wear or damage
- In their original packaging, unless part of the order is being returned
If the item doesn't meet these conditions, we reserve the right to refuse the return and return it to the customer at their expense.
EXCLUSIONS:
- Pierced earrings
- Individual items from sets (must be returned as a full set)
Return postage is at the customer’s expense, and original shipping costs are non-refundable unless the item is faulty or incorrect. If the delivery is undeliverable and returned to us, the customer is responsible for repeat delivery charges. We are not responsible for items lost or stolen during return shipping, so we recommend using a tracked service.
Are pierced earrings ever returnable?
As a rule: no, pierced earrings are non-returnable.
This includes earrings that:
- Have been tried on
- Have been opened or handled outside the original packaging
- Were purchased in the wrong size or for the wrong piercing
Can I return an item because I chose the wrong size?
For pierced earrings, choosing the wrong size (e.g. hoop diameter or post length) is considered a change of mind / sizing issue, not a fault.
Because these items are piercing jewellery, they are not returnable once delivered, even if:
- The packaging is opened but the earring hasn’t been worn, or
- You simply find the size too small / too tight / too long
We include exact measurements in millimetres in each product description and strongly recommend checking your piercings and comparing to existing jewellery before ordering.
If you are unsure about the sizing, please check our complete size guide or contact us at support.leajewels.co.uk for personal recommendations.
How can I return an eligible item?
If you believe your item is return-eligible (e.g. ear cuff):
- Email support@leajewels.co.uk within 14 days of delivery with your order number and reason for return.
- Wait for approval and instructions from our Customer Care Team. Please do not send anything back without this, as we may not be able to process it.
- Pack the item securely in its original box/pouch and include a note inside with:
your full name and your order number - Post back using a tracked service. Return postage is at your own cost.
Once received and inspected, we’ll process your refund or store credit in line with our policy.
When will I receive my refund or store credit?
Once we receive your return and confirm it meets our conditions:
- Refunds are processed within 2–5 working days to your original payment method.
- Store credit codes are usually issued within the same timeframe via email.
It may take an additional 3–7 working days for the refund to appear on your bank/card statement, depending on your provider.
We’ll email you once your refund or store credit has been processed.
Do you offer exchanges?
We don’t offer direct like-for-like exchanges.
If an exchange is agreed, the process will be:
- You return the original item in line with our policy.
- We issue store credit once it has been checked.
- You place a new order for the item/size you’d like instead.
PRODUCT, SIZING & PIERCINGS
Are your earrings sold as pairs or singles?
Each product page clearly states whether the price is for a single earring or a pair.
- If the option says “Single” – that is 1 earring.
- If it says “Pair” – that is 2 matching earrings.
Please double-check the dropdown before adding to cart, especially for huggies and flat back studs, as we offer both single and pair options.
What’s the difference between flat backs, barbells and butterfly backs?
- Flat back studs
- A straight post with a flat disc at the back
- The front screws into the back
- Designed for comfort, especially in cartilage and sleeping - Barbell studs
- A straight post with a ball that screws on
- Often used for helix, conch, etc. - Butterfly back studs
- Classic lobe studs with a friction/catch back
- Not part of our flat-back range, and may be less comfortable for sleeping, but suitable if your piercing finds flat back studs's bars too thick
If a stud is flat back, it will say “Flat Back” in the product name and show the disc in the photos. If it is a barbell, the threaded ball will be visible. If neither is shown, it will be a standard butterfly back.
How do I know which size hoop or post length to choose?
We include exact measurements in every product description, including:
- Hoop inside diameter (e.g. 6mm, 8mm, 10mm, etc.)
- Post length (e.g. 6mm, 8mm)
- Gauge (thickness) where relevant (e.g. 0.8mm or 16g/1.2mm)
Because every ear is different, we strongly recommend:
- Measuring a hoop or stud you already wear comfortably
- Comparing the measurements to our size chart
- Checking piercer recommendations for cartilage placements (helix, conch, etc.)
We also have a Size Guide and fit blogs on our website to help visualise the fit.
My hoop clasp feels loose / doesn’t “click” properly – what should I do?
Our hoops are made in 925 sterling silver, which is a precious but slightly soft metal. Occasionally, the clasp alignment can shift a tiny bit in transit or with wear.
In many cases this can be fixed at home:
- Hold the hoop firmly with both hands.
- If it feels loose / doesn’t click, gently lift the pin upwards a tiny amount.
- If it feels too tight, gently push the pin downwards a tiny amount.
- Make very small adjustments and test the closure each time until you hear/feel a secure click.
This doesn’t damage the hoop – it just realigns the clasp.
If you’ve tried this and it still won’t stay closed, please email us at support.leajewels.co.uk a short video and your order number so we can review for a potential replacement.
I lost an earring or barbell back – can you replace it for free?
We’re not able to compensate for lost items or components (such as ball/barbell backs) once an item has left our care and been worn, as this is outside what we can responsibly control as a small business.
We also don’t generally sell spare barbell backs separately.
However, in some cases we may be able to:
- Offer a discounted replacement single earring, and/or
- Cover the postage as a goodwill gesture
If you’ve lost a barbell back, you can also look for a replacement from other jewellery or piercing suppliers – just ensure the gauge size matches the one listed on our product page.
MATERIALS & CARE
What materials do you use?
All of our pieces are made from:
- 925 sterling silver
- 18K gold plating over 925 sterling silver
- High-quality cubic zirconia crystals, opals or freshwater pearls on selected styles
Exact materials are listed on each product page.
Is your jewellery hypoallergenic?
Yes – our earrings are nickel-free and made with 925 sterling silver and 18K gold plating, chosen with sensitive ears in mind.
That said, every body is different. If you have a known metal allergy or a history of severe reactions, we always recommend checking with a piercer or medical professional before wearing any new jewellery.
Is your jewellery waterproof? Can I shower or swim in it?
Our jewellery is designed for everyday wear, but it is not fully waterproof.
To help your gold plating stay beautiful for longer, we recommend:
- Removing your jewellery before swimming, showering or bathing
- Avoiding direct, frequent contact with soaps, shampoos, perfumes, lotions, fake tan and cleaning products
- Gently drying your jewellery if it does get wet, before storing it
Sterling silver and gold plating can react differently to each person’s skin chemistry, lifestyle and environment, so good aftercare makes a big difference to longevity.
How should I care for my jewellery?
- Store jewellery in a dry, cool place, ideally in a pouch or box.
- Avoid leaving pieces in bathrooms or damp areas.
- Use a soft polishing cloth to gently clean the metal – avoid harsh chemicals.
- Put jewellery on after applying skincare, perfume and hair products.
With proper care, your pieces will stay looking their best for as long as possible.
GIFTING & PACKAGING
Do you offer gift wrap?
Yes!
You can add gift wrap at checkout. Each gift wrap includes:
- A LÉA jewellery box (which can hold up to around 6 single earrings / 3 pairs)
- A branded gift bag
If you’re buying for one recipient, usually one gift wrap per order is enough.
Can I add a gift message?
Yes. You can add a gift message at checkout, which we’ll handwrite on a small card and include with your order.