Refund policy

We have a 14-day return policy for non-customised items, which means you have 14 days after receiving your order to request a return or exchange, and the item must be in the same unused condition in which you received it. This is UK consumer law, but please remember we're just a small business, so take particular care to order the right product and quantities and check any confirmation messages to ensure they're correct. Returns are a faff for everyone concerned when it's simply a case of "I changed my mind", so try to be kind, act with integrity, and basically be a good human being.

Any delivery cost you may incur returning the item is non-refundable unless the item is faulty, but genuine issues will be rare, as we check everything carefully while packing. We always use tracked delivery to hopefully minimise the risk of your lovely orders going astray. 

Please do not return items without requesting a return first, as the address for returns is different from our PO Box business address. We cannot refund you if you send items back to the wrong address.

If you have any issues at all, please get in touch by emailing shop@darlingelsie.com. We'll answer as soon as we can. If you haven't heard from us within 48 hours, check your spam/junk mailbox. Spam filters are useful but can be over-zealous sometimes! If you still haven't received a response, please try emailing darlingelsie.shop@gmail.com.

Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom products including special orders or personalised items. Please get in touch if you have any questions or concerns.

Unfortunately, we cannot accept returns on items marked "imperfect/seconds", or gift cards.

Refunds
We will let you know once we’ve received and inspected your return, and you’ll be refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process the refund too. 

If more than 15 business days have passed since we’ve approved your return, please contact us at shop@darlingelsie.com.

Thank you!