Refund Policy
Refund & Returns Policy
At Elise & Rose, we want you to love every piece you order. If something is not quite right, please contact us and we will do our best to help.
30-Day Money-Back Guarantee
We offer a 30-day return period beginning on the day your order is delivered.
This includes your statutory right to cancel an online purchase within 14 days of receiving it, as well as our voluntary extended returns period covering days 15 to 30.
Returns requested within the first 14 days
You may cancel your order for any reason by contacting us within 14 days of receiving it. After notifying us, you must return the item within the following 14 days.
You may inspect the item in the same way that you reasonably would in a physical shop. We may reduce the refund if the item has lost value because it was handled beyond what was necessary to establish its nature, characteristics and functioning.
Returns requested between days 15 and 30
Returns requested after the statutory 14-day cancellation period, but within our 30-day money-back guarantee, must be:
- unused and in their original condition;
- returned in their original packaging where reasonably possible;
- complete with all tags, accessories and components supplied with the item.
Proof of purchase may be required.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, faulty, incorrect or not as described.
Email support@eliseandrose.com with:
- your full name;
- your order number;
- a description of the issue;
- clear photographs showing the item and the problem.
Contacting us within 48 hours helps us investigate damage that may have occurred during delivery. However, failure to contact us within 48 hours does not affect your statutory consumer rights.
Where an item is confirmed to be damaged, faulty, incorrect or not as described, we will provide an appropriate remedy in accordance with applicable consumer law. This may include a replacement, repair or refund.
We will cover reasonable return costs where the item is damaged, faulty, incorrect or not as described. In some cases, we may not require the item to be returned.
How to Start a Return
To request a return, email support@eliseandrose.com with your full name, order number and reason for the return.
We will reply with the correct return address and return instructions.
Please contact us before sending the item so that we can provide the correct return details. Do not return an item to the address printed on the original shipping label unless we specifically instruct you to do so.
Your statutory right to cancel does not depend on our prior approval.
Return Shipping Costs
For change-of-mind returns, the direct cost of returning the item is the customer’s responsibility.
We recommend using a tracked postal service and keeping your proof of postage until the return has been completed. We cannot process a refund for a return that does not reach us unless you can provide suitable evidence that it was sent.
Where an item is damaged, faulty, incorrect or not as described, Elise & Rose will cover the reasonable return cost or provide an alternative return arrangement.
Refunds
Once we receive your return, we will inspect it and notify you of the outcome.
Where a refund is due, it will be issued to your original payment method without undue delay and no later than 14 calendar days after:
- we receive the returned item; or
- you provide evidence that the item has been sent back,
whichever occurs first.
For eligible cancellations, we will also refund the cost of our standard delivery service where a delivery charge was paid.
Where you selected a more expensive delivery option, we are only required to refund an amount equal to the cost of standard delivery. Any additional amount paid for an upgraded delivery service, including Priority Dispatch & Insured Shipping, may therefore be non-refundable once that service has been provided.
Return postage paid by the customer for a change-of-mind return is not refundable.
After we issue the refund, your bank or payment provider may require additional time to show the funds in your account. These processing times are outside our control.
Exchanges
We do not currently offer direct exchanges for a different size, colour or design.
The quickest option is to return the original item for a refund and place a new order for the item you would prefer.
Damaged, faulty or incorrect items will be handled separately in accordance with your consumer rights.
Order Changes and Cancellations
Orders begin processing shortly after they are placed.
Contact us immediately at support@eliseandrose.com if you need to change or cancel an order. We will try to assist, but we cannot guarantee that changes or cancellations will be possible once processing or dispatch has begun.
Where we are unable to cancel an order before dispatch, you may still exercise any applicable cancellation and return rights after receiving it.
Your Statutory Rights
Nothing in this policy limits or excludes any rights you may have under applicable consumer law.
Questions?
For any questions about returns, cancellations or refunds, contact us at:
We are always happy to help.
