Welcome to our FAQ section! We've compiled a list of frequently asked questions to help answer any queries you may have about our products, services and policies. We encourage you to take a look through this section before reaching out to our small team, as you may find the answer to your question here.
Our FAQ section covers a wide range of topics, including shipping, returns, sizing and care instructions. If you can't find the answer to your question here, please don't hesitate to contact us and our friendly team will be happy to assist you.
We strive to provide the best customer service possible, and we're always happy to help answer any questions you may have. Thank you for choosing our products, and we hope you find our FAQ section helpful in making your experience with us even better!
What materials do you use?
Being an eco-friendly brand we use ethical and socially conscious materials with the aim to have the least impact possible on people and the planet.
100% regenerative organic cotton, natural Raw colour, plastic free screen printing, cruelty free, PETA approved & fair wear.
100% regenerative British non-mulsed wool.
85% regenerative organic cotton, 15% recycled polyester. Natural Raw colour, plastic free screen printing, cruelty free, PETA approved & fair wear.
Responsibly sourced premium botanical soy wax, with regenerative cotton braided wicks primed with vegetable wax, and premium fragrance oils with no phthalates, dyes, or preservatives and 100% cruelty free.
100% recycled sterling silver & ethically sourced gemstones.
How do I know when my order has been processed?
For all orders placed on our website, you will receive a confirmation & receipt via email, along with updates on the status of your order.
If you have not received an email. please get in touch at firstname.lastname@example.org
When will I receive my order?
We aim to dispatch all orders on our next working day. Our opening hours are Thursdays from 10am til 3pm, Fridays & Saturdays from 10am til 4pm.
Please note: All custom jewellery requests are hand-made to order, therefore there will be a minimum wait-time for 2 weeks before dispatch.
For any further questions, please get in touch: email@example.com
Can I return/exchange my product?
You can return or exchange your order within the timeframe stated on our T&Cs.
All returned & exchanged products must be in the same condition as when purchased. A proof of purchase will be requested.
Please note, we do not accept returns/exchanges on earrings, gift cards, custom or adjusted items, and Pre-Orders.
Do you offer CLICK & COLLECT?
Yes! You can choose to collect your order from our shop in Cleethorpes when completing your online order.
Please refer to our opening times before collecting your order:
Friday 10am - 4pm
Saturday 10am - 4pm
How do I clean my jewellery?
Our jewellery is made for those that seek adventure and love being outdoors, however, due to the composition of silver, exposure to the elements will naturally cause your jewellery to tarnish over time.
Ensure you avoid contact with perfumes, lotions & potions and keep your items in a safe, dry place between wears to keep it looking newer for longer. We don’t recommend wearing your jewellery during sports, sleeping or swimming, and we recommend that you avoid running the charm along the chains as this will wear out the silver. Solvents, bleaches, household chemicals and cleaning products can also tarnish silver. Some skin types can make the silver go black.
If you wish to clean your jewellery, soak in warm water and washing up liquid for about 15-20 mins. Use an old toothbrush to clean into the nooks, then dry and buff with a clean soft cloth or towel. This should do the trick! Alternatively, you can send it back to our studio for some TLC where we’ll restore it to it’s former glory.
Sterling silver is fragile and should be handled with care. Repeated bending will weaken the silver and cause it to break, therefore keep adjustments to the very minimum. Unfortunately, we cannot be held responsible for any items that are damaged as a result of misuse.
How should I wash my EBB & FLO Merch?
We take great care in ensuring our merch is the best quality to keep you comfortable whilst on your adventures. We advise you do the same when washing your clothing to get the most out of your garment.
Hand wash ONLY. Lay on a flat surface to dry.
Wash at 30 degrees Celsius.
Do NOT tumble dry.
Do NOT bleach.
Do NOT dry-clean.
To maximise the wear of the garment & its' colour/print, wash inside out.