FAQs
Order & Payment
Can I modify or cancel my order once it has been placed?
We process and dispatch orders as quickly as possible, within 2 business days after confirmation. If you need to make changes to your order, please email our customer service team at hello@shopcandella.com right away, and we’ll do our best to assist you.
However, if your order has already been dispatched, we won’t be able to make any changes. Don’t worry—you can still return any unused items within 14 days, following our returns policy. For more details, please visit our Warranty & Returns page.
Which payment methods can I use?
We accept Visa, Mastercard, American Express, Diners Club, PayPal, and Google Pay. For any questions, feel free to contact our support team.
Is it safe to shop online on your website?
Absolutely! Your safety and security are our top priorities. Our website is powered by Shopify, one of the most trusted e-commerce platforms in the world. All payments are processed securely using advanced encryption technology, ensuring your personal and payment information stays protected. You can shop with confidence knowing your data is safe with us.
How will I know if my order is confirmed?
After completing your purchase, you'll receive an Order Confirmation email from us.
If you don’t see it, please check your junk or spam folders. Still can’t find it? No worries! Just reach out to our friendly customer service team at hello@shopcandella.com, and we’ll happily resend it to you.
Shipping & Delivery
To which countries do you ship?
Currently, we ship to the United Kingdom and the United States of America, but we’re excited to expand to other markets soon! Stay tuned for updates as we grow and bring Candella to more countries.
How do I track my order?
Once your order is on its way, we’ll send a tracking link via email so you can follow its journey until it arrives.
What are your shipping costs and timeframes?
In the United Kingdom:
Standard Shipping: £3.50 for orders under £100. Free on orders £100 and up. Delivery in 2–3 business days (dispatched within 2 business days via Royal Mail Tracked 48).
Express Shipping: £8 flat rate. Dispatched the next business day and delivered by 1 PM the following day.
In the United States:
Standard Shipping: $10 for orders under $100. Free on orders $100 and up. Delivery in approximately 7–10 business days (dispatched within 2 business days via Royal Mail International Tracked).
Will I have to pay customs duties or taxes for international orders?
No, you won’t.
We ship from the United Kingdom, so there are no customs fees for UK customers.
For customers in the United States, there are no duties or import taxes on orders under $800, which covers all typical purchases with us.
Returns
Can I return an item?
We want you to love your jewellery, which is why we offer a 14-day satisfaction guarantee. If you’re not completely happy with your purchase, you can return it within 14 days of receiving it, as long as it’s unworn, in its original packaging, and in the same condition as when it arrived. For reasons of hygiene, earrings are not eligible for return, unless they are defective.
To start a return, simply contact our customer support team at hello@shopcandella.com, and we’ll guide you through the process. Return shipping costs are the responsibility of the customer and we’re here to assist with guidance to make it as smooth as possible.
For more detailed information on our returns policy, visit our Warranty & Returns page.
What should I do if I receive a damaged or incorrect item?
We’re committed to ensuring you receive your jewellery in perfect condition. If your item arrives damaged or is incorrect, please contact us at hello@shopcandella.com within 14 days of receiving your order, and we’ll assist you right away.
For items with defects in materials or craftsmanship, our twelve-month warranty has you covered. We’ll repair or replace your jewellery free of charge. For more details about our warranty and how to make a return, visit our Warranty & Returns page.
Product Information
How do I figure out my ring size?
To figure our your ring size, visit our Find Your Ring Size page.
How do I care for my jewellery?
We design our jewellery to last, and with a little care, you can keep it looking beautiful for years to come. To protect your pieces, avoid exposing them to chemicals, moisture, or rough handling, and put on your jewellery after you’ve finished dressing to minimise contact with these elements. Clean them gently with a soft cloth after each wear, and store them in a cool, dry place, ideally in individual pouches or boxes, to prevent scratches and tarnishing.
For detailed tips on cleaning, storing, and protecting your jewellery, visit our Jewellery Care page.
What materials are used in your jewellery?
At Candella, we use only high-quality materials to ensure durability and a luxurious finish. Our jewellery is crafted from solid 925 sterling silver (stamped with the 925 mark), offering both beauty and longevity. We offer two premium finishes:
- Sterling Silver with Rhodium Plating – Rhodium enhances shine, resists tarnishing, and adds extra durability, ensuring your silver pieces maintain their brilliance over time.
- Sterling Silver with 18ct Gold Vermeil – A thick layer of 18ct gold is applied over solid sterling silver, creating a rich, long-lasting finish that surpasses standard gold-plated jewellery in both quality and wear.
Each piece is designed to be timeless, offering a perfect balance of elegance and everyday durability.
Can you personalise or engrave an item?
At the moment, we don’t offer personalisation or engraving services, but we’re actively exploring ways to include these options in the future. If this is something you’re interested in, we encourage you to join our community to stay updated on new features and offerings.
While we don’t currently provide direct personalisation, some of our pieces include meaningful elements that can add a personal touch. For instance, our Letter Necklaces feature initials that can represent a name or special connection, and our Birthstone Bracelets incorporate stones tied to birth months, making them thoughtful and symbolic options for gifts or keepsakes.
In addition, we offer the option to include a personalised message on a beautiful small card, completely free of charge. Simply write your message at checkout, and we’ll handwrite it on the card and deliver it alongside the piece of jewellery to your loved one.
Warranty & Repairs
What warranty do you offer with your jewellery?
We’re proud to offer a twelve-month warranty on all our jewellery, covering defects in materials or craftsmanship. If your piece shows a flaw related to these within two years of purchase, we’ll repair or replace it free of charge. Please note that our warranty does not cover normal wear and tear, accidental damage, or alterations made by external jewellers.
For more details about our warranty and how to make a claim, visit our Warranty & Returns page.
General
How can I contact your customer service team?
We’re here to help! If you have any questions or need assistance, please don’t hesitate to reach out to us at hello@shopcandella.com. Our team will be happy to assist you.