Refund policy

Returns & Cancellations

For standard, non-personalised items purchased online, please contact us within 30 days of receiving your order if you wish to cancel your purchase and return your item. Please send the item back within 14 days of notifying us.

You may inspect your item as you would in a shop. Please return it unworn, unwashed and in its original condition, with original tags and packaging where possible.

Where permitted by law, we may reduce your refund to reflect any loss in value caused by use or handling beyond what is necessary to establish the item’s nature, characteristics and functioning. This does not affect your rights concerning faulty or non-conforming goods.

Bespoke & Personalised Pieces

Items made to your individual specifications or clearly personalised, including bespoke embroidery, are created especially for you and are excluded from returns and cancellations simply because you no longer want them.

This exclusion does not apply solely because a standard item is made after you order it. Your rights if an item is faulty, damaged, not as described or otherwise fails to meet statutory requirements remain unaffected.

Received Something Not Quite Right?

If your item arrives faulty, damaged or not as described, we’re sorry, and we’ll help put things right. Please contact us as soon as possible with your order number and details of the issue. Photographs are helpful where available.

We will arrange an appropriate remedy in accordance with your statutory rights, which may include a refund, repair or replacement. Your rights concerning faulty or non-conforming goods are not limited by our standard 30-day returns window.

Return Postage

For returns where the item is not faulty, damaged or otherwise non-conforming, you are responsible for the cost of return postage. We recommend keeping proof of postage.

Where a return is required because an item is faulty, damaged or not as described, we will cover reasonable return postage costs.

Refunds

For a full-order cancellation under our standard returns policy, we will refund the item price and the cost of standard outbound delivery. Any additional amount paid for an upgraded delivery service is not refundable.

We will process your refund using your original payment method within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier. Any legally permitted deduction for loss in value will be explained to you.

Getting in Touch

To arrange a return or notify us of a cancellation, please email studio@elizabethlad.co.uk with your order number.

Please contact us before sending anything back so we can provide the return address and instructions. You do not need to use a particular form to notify us of a cancellation, and this process does not restrict your statutory rights.

Your Statutory Rights

Nothing in this policy limits or excludes your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and applicable online cancellation rights. Citizens Advice can provide further information about these rights.