Returns, refunds and exchanges
We want you to be completely happy with the items you receive from Elsie & Fleur Ltd. If you are not 100% satisfied with your purchase you have 30 days, from receipt of cancellable goods, to notify us if you wish to return your order or exchange an item.
Exemptions and exceptions:
We are unable to offer an exchange or refund on flowers, custom made and altered items unless they are misdescribed or are faulty.
The following items are generally non-cancellable and non-refundable:
• Personalised items that are specially made, or ordered, with your choice of name, fabric, message or other customised aspect that makes the item unique to your requirements and therefore cannot be resold
• Perishable products, including food and flowers.
Health and hygiene
For reasons of health and hygiene we are unable to exchange or refund the following products:
• Cosmetics/fragrance once the original packaging has been opened, unless faulty
• Pierced earrings and other pierced body jewellery unless faulty
• Quilts, duvets, pillows and mattresses once the packaging has been opened or damaged unless faulty
• Gift food and products containing alcohol
• Underwear/lingerie, control wear, hosiery and swimwear unless the hygiene strips and tags are still in place
• Hats, hair accessories and fascinators unless faulty.
This policy does not affect your statutory rights relating to faulty or misdescribed goods or your right to cancel orders under the consumer protection (distance selling) regulations, further details of which are available from the local trading standard department or citizens advice bureau.
Please double check whether an item is cancellable or non-cancellable before purchasing to avoid disappointment.
How to cancel or return a product
Please notify us in writing via firstname.lastname@example.org or call us on 01278 440 500 if you wish to cancel your order or return an item. We’d be very grateful if you could outline your reasons for returning the item as this helps us to improve our offering.
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.
The item needs to be received 30 days from the day the parcel was delivered to you.
Refunds for items bought as gifts can only be issued to the original purchaser.
We recommend that you return the goods in appropriate packaging, use a ‘signed for’ delivery method and obtain proof of postage.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Please send the returned goods to: Elsie & Fleur Ltd, Crypton House, Crypton Technology Business Park, Bristol Road, Bridgwater, Somerset, TA6 4SY.
We will process a refund of your order directly to your original payment card, within a maximum of 30 days.
A credit note may be issued, at the discretion of Elsie & Fleur Ltd, if an item is received outside of the 30 day time frame or is in a non-resaleable condition. Credit notes will be valid for one year from the date of issue.
If you wish to exchange an item, and it is not damaged or faulty, you will be responsible for return postage costs. Please state in writing which item(s) you are returning and what you would like to receive in exchange.
If you receive an item as a gift, which you wish to exchange, we are unable to stop the original purchaser from knowing.
If the item you wish to exchange is of a lower value then a refund will be issued for the difference. If the exchanged item is of a higher value then a member of our Customer Service Team will be in touch to take the additional payment.