Please note that we do not accept returns or exchanges for bespoke orders.

Please note that we do not accept returns or exchanges for pre-ordered items. Please refer to our size guide to ensure the correct fitting before purchasing your order.

We provide a twelve-month warranty period for our jewellery from the date of purchase, during which we will repair or replace, free of charge, any item that is found to be defective due to improper materials or workmanship, under normal use and care.

Please note that we do not offer warranty for clothing, candles, and accessories. For more information on our returns and exchanges, please refer to the relevant section on our FAQ's.

Items can be returned to us and refunded within 30 days of purchase in perfect condition; clean, undamaged, unused, unworn, and resalable, including original packaging, with proof of purchase (excluding gift cards, bespoke, adjusted, & pre-ordered items).

Refunds and/or exchanges are not valid after 30 days from your initial purchase. We do not offer credit notes.

Please enclose a note advising the reason for the return. The customer is responsible for the cost of return. We recommend posting the item using a Signed For delivery service for peace of mind. We advise the customer to maintain proof of postage.

Customers outside of the UK are responsible for any local import duties or taxes that may be applied to their orders. We have no control over these charges and cannot predict what they may be. If you are unsure, please contact your local customs office for information. International customers should be aware that cross-border deliveries are subject to opening and inspection by customs authorities.

Customs charges are the customer's responsibility, and by purchasing from EBB & FLO Living Limited, you are agreeing to pay these additional charges.

If you wish to exchange your item, this can be done up to 30 days from purchase providing that the item has not been worn, is in perfect condition and in the original packaging. Please note that due to hygiene reasons, earrings cannot be exchanged or returned. Additionally, if you have purchased a gift card, or an item is custom made, has been personalised or, pre-ordered, it cannot be exchanged.

If the value of the new item exceeds the original, you will be required to pay the difference. If the value of the new item is lower than the original piece, then the difference will be credited to the credit or debit card originally used for the purchase, we do not offer credit notes.

Items are classed as faulty if they are received damaged or if a manufacturing fault occurs. Please note that items damaged as a result of general wear and tear are not considered to be faulty. All items are checked and quality-controlled before leaving the workshop and store to ensure they meet our high standards.

If you receive an item that has been damaged in transit, please contact us immediately. In most instances, we will offer to repair the faulty item. If a repair is not possible, we will offer a replacement item or a refund. Please note that if the item is no longer available, a refund will be issued.

If you believe your item is faulty, please contact us within 30 days of receipt to arrange a return. We will then inspect the item and confirm whether it is faulty or not. If the item is deemed faulty, we will offer to repair, replace or refund the item as appropriate.

We recommend that you do not wear your jewellery when participating in sports, sleeping, or swimming. It is also important to avoid contact with lotions & potions, perfume, and make-up. Please avoid running charms along the chain as this may cause wear on the silver. Additionally, solvents, bleaches, household chemicals, and cleaning products can tarnish silver.

Please note that some skin types can cause the silver to become discoloured; however, this is only surface discolouration and can easily be removed with a soft, clean cloth.

Be especially careful to protect stone rings from knocks and scratches, as gemstones can crack or chip. These cannot be resized once worn. Clean regularly if the back of the stone is exposed, by soaking in warm water and a small amount of washing up liquid.

Please note that clothing items are subject to wear and tear over time, particularly with regular use and washing. We do not offer a warranty or guarantee our clothing items.

However, if you believe that your item has experienced a manufacturing defect, please contact us and we will do our best to resolve the issue. Additionally, please follow the care instructions on the clothing label to ensure that your item lasts as long as possible.

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 store, for a small fee, for some TLC where we’ll restore it to its 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.

If you have any questions or concerns please send us a message at hi@ebbandfloliving.co.uk

To ensure your clothing stays in good condition, we recommend following these care instructions:

• Always read the care label and follow the instructions provided.
• Hand wash or machine wash on a gentle cycle with similar colours and use a mild detergent.
• Do not bleach or tumble dry.
• Iron on a low heat setting, if necessary.
• Do not dry clean.
• Hang or lay flat to dry, away from direct sunlight or heat sources.
• Avoid contact with rough surfaces or abrasive materials to prevent pilling or damage to the fabric.
• To preserve the colour of your clothing, wash inside out.
• Avoid using fabric softeners as they can damage the fabric.

Please note that failure to follow these care instructions may result in damage to your clothing and may affect any rights you have to return or exchange the item.

Please be aware of the following candle safety information. Never leave a burning candle unattended.

• Burn candles out of reach of children and pets.
• Always leave at least 10cm between burning candles.
• Follow the 2-foot rule. Do not burn candles on or near anything that can catch fire.
• Only burn candles on a level, heat-resistant surface.
• Never burn candles for more than 4 hours at a time.
• Do not allow the flame to touch the sides of the vessel.
• The first time you light your candle, let it burn for 3-4 hours to allow the melted wax to reach the edge of the container to prevent your candle from tunnelling.
• Ensure the wick is upright, above the wax and central before the wax sets.
• Always trim the wick to 5mm before lighting to avoid smoking and damage to the candle vessel.
• Vessels may become hot during use.
• Extinguish when 5mm of wax remains and do not relight.

If you burn your candle for more than 4 hours at a time, carbon will collect on the wick, and your wick will begin to “mushroom.” This can cause the wick to become unstable, the flame to get too large, your candle to smoke, and soot to be released into the air and around your candle container

Please note that we do not accept returns or exchanges for reduced price stock or sale items.

Please note that we do not accept returns or exchanges for our Gift Cards.

At Ebb & Flo Living, we value our customers and strive to offer flexibility and fairness in all our services. Our gift card expiry policy is designed with these principles in mind.

1. Validity Period: All our gift cards have a validity period of 12 months from the date of purchase. This extended period ensures that our customers have ample time to use their gift cards.
2. Extensions during Unprecedented Times: Recognising the challenges posed by unforeseen events like the COVID pandemic, we took the initiative to extend the validity of gift cards from 12 to 24 months. This was a one-time goodwill gesture to accommodate disruptions and provide our customers with additional flexibility.
3. No Further Extensions: Once a gift card has reached its expiry date, we are unable to extend its validity further. This policy ensures that all customers are treated consistently and that our operations remain sustainable.
4. Fairness to All: Our expiry policy is in place to ensure that all customers have an equal opportunity to utilise our services within a reasonable timeframe. Extending gift cards beyond their expiry dates would compromise this fairness.
5. Stay Informed: We encourage all our customers to be aware of their gift card's expiry date and to utilise them within the validity period to enjoy the full benefits.

We understand that circumstances can sometimes prevent timely use, and we regret any inconvenience caused by our policy. However, it's essential for maintaining fairness and consistency for all our customers.

Please note that we cannot be held responsible for any errors or omissions that may occur in the product information provided. We reserve the right to change product information, pricing, promotions and product availability at any time without prior notice.

In the event of a pricing error, we reserve the right to cancel any orders placed for the affected product(s). We will notify you of such cancellation as soon as possible and you will receive a full refund for any payment made.

We strive to ensure that all information on our website is up to date and accurate, but we do not guarantee that the information is error-free or complete.

Every effort has been made to ensure that the colours and sizes of our products are as accurate as possible. However, due to variations in monitor settings, lighting conditions and natural variations in materials, we cannot guarantee that the colours of products displayed on our website will be an exact match to the physical product.

Please note that sizes may vary slightly due to the handmade nature of some of our products. We provide measurements in our product descriptions to help you choose the best fit. If you have any questions or concerns about the size or colour of a product, please do not hesitate to contact us and we will do our best to assist you.

We are happy to provide additional information or photos to ensure that you are satisfied with your purchase.

We reserve the right to change prices without notice, and we cannot be held responsible for any pricing errors that may occur. In the unlikely event that a product is listed at an incorrect price or with incorrect information due to typographical error or error in pricing or product information, we reserve the right to refuse or cancel any orders placed for that product.

In such cases, we will inform you as soon as possible and give you the option to either cancel your order or reconfirm it at the correct price and/or with the correct information. We will not be obliged to supply goods at the incorrect price. If your payment has already been processed and we subsequently cancel your order, we will refund the full amount paid.

We cannot be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control.

Examples of such causes include but are not limited to acts of God, war, terrorism, natural disasters, weather conditions, fire, pandemic, strikes, power outages or failures, and government actions or regulations.

We will make every effort to inform you of any delay or failure to deliver your order due to such causes and to minimise any inconvenience caused.

However, we cannot be held responsible for any losses, costs or damages that you may incur as a result of such delay or failure.

This provision does not affect your statutory rights as a consumer.

We take the security of our customers' accounts very seriously, and we expect our customers to do the same. By registering an account on our website, you acknowledge that you are responsible for maintaining the confidentiality of your account details, including your password. You must not disclose your password to any third party.

If you have reason to believe that the security of your account has been compromised, you must notify us immediately so that we can take appropriate action to protect your account. We reserve the right to refuse access to our website or to disable or cancel any accounts at our discretion, without notice or liability.

It is your responsibility to ensure that the information you provide to us when creating or updating your account is accurate and complete. We reserve the right to edit or remove any account details or to cancel orders if we believe that the information provided is inaccurate or incomplete.

Please note that we may also collect and process certain information about you in accordance with our privacy policy. By registering an account on our website, you consent to the collection and processing of your personal information as described in our privacy policy.

1. Introduction

1.1. These terms and conditions ("Terms") apply to the discount code ("Code") offered by Ebb & Flo Living ("Company") to first-time buyers who sign up for our newsletter ("Newsletter").

1.2. By using the Code, you agree to comply with these Terms. If you do not agree with these Terms, please do not use the discount code.

2. Eligibility

2.1. To be eligible for the Code, you must:

a) Be a first-time buyer on the Company's website.

b) Sign up for the Company's newsletter using a valid email address.

3. Discount Offer

3.1. Upon signing up for the Newsletter, eligible customers will receive a 10% discount on their first purchase on the Company's website.

3.2. To claim the discount, customers must enter the promotional code at the time of checkout.

4. Exclusions

4.1. The discount code does not apply to pre-ordered or sale items, workshops or events.

5. Duration

5.1. The Code is valid for a limited time as specified by the Company and may be terminated or modified at the Company's discretion.

6. Miscellaneous

6.1. The Company reserves the right to cancel or amend the Code or these Terms at any time without prior notice.

6.2. The Code is non-transferable and can only be used by the intended recipient.

6.3. The Code is not applicable to previous purchases and cannot be redeemed for cash or store credit.

6.4. The Code cannot be combined with any other promotions, discounts, or offers.

7. Disputes

7.1. In case of any disputes, the decision of the Company shall be final.

8. Contact Information

If you have any questions or concerns regarding the Code or these Terms, please contact us at:

hi@ebbandfloliving.co.uk