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Return and Refund Policy

 

Returns

Items purchased from our website may be exchanged within 16 days from the date of order by contacting our customer service team at cs@elsijohn.co.uk.

Our policy lasts 16 days. If 16 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

 

Personalised Jewellery:

We are unable to offer exchanges or refunds on personalised jewellery orders. This means that we cannot provide exchanges or refunds on items that have been specially altered or personalised for you in any way.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable)

Any item not in its original condition, is damaged or missing parts for reasons not due to our error

 Any item that is returned more than 16 days after delivery

 

Refunds (if applicable):

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

For combination purchases (e.g. buy one get one free or buy one get another item at a reduced price) you must return the free or reduced price items for us to process an exchange or refund.

Please note that you will be required to cover the cost of postage if you choose to return an item. 

Any amount due will be refunded back onto the debit/credit card originally used. Please allow up to 5 working days for this process to complete.

 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at cs@elsijohn.co.uk.

 

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

Exchanges (if applicable)

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at cs@elsijohn.co.uk

 

Shipping

To return your product, please contact our customer service team at cs@elsijohn.co.uk (or) use our contact us page to send us email.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

 

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.