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Returns and Refunds Policy

Returns and Refunds Policy – ​​Elsie London
Last updated: 30-09-2025

Thank you for shopping at Elsie London (https://www.elsielondon.co.uk). Our Returns and Refunds Policy is designed to provide a transparent and hassle-free shopping experience. Please review the following policies regarding returns, refunds, and exchanges.

Scope and contact details
For any questions regarding returns and refunds, please contact us:

General rules

  • Returns period: Products can be returned within 30 days from the date of delivery.
  • Refund Processing Time: We process refunds within 7 business days.
  • Return shipping costs: Customer is responsible unless the product is faulty or shipped in error.

Canceling Your Order:
You can cancel your order within 2 hours of placing it by contacting our Customer Service Team. If your order has already been shipped, please use the returns process described below.

Returns Terms
We accept returns under the following terms:

  • Returns window: 30 days from delivery date.
  • Item condition: The product must be in new, unused condition, with original tags and in original packaging.
  • Proof of purchase: Required for all returns.
  • Exceptions: Personalised products and hygiene items (e.g. underwear) are non-returnable unless they are unopened and unused.

Return Instructions
To initiate the return process, please follow these steps:

  1. Please contact us by emailing info@elsielondon.co.uk with your order number, reason for return, and (if applicable) photos.
  2. You will receive a return authorization and detailed instructions.
  3. Package the product securely, including all tags and original packaging. Include a return authorization form.
  4. Return the package using a carrier with a tracking number. Return shipping costs are the customer's responsibility unless the product is faulty or incorrect.

Refund Policy

  • Processing Time: Approved refunds are processed within 7 business days to the original payment method. Your bank or card provider may require additional time to process the funds.
  • Confirmation: You will receive an email confirming your refund.
    If you do not see your refund within the expected timeframe, please contact your bank. For further questions, please contact info@elsielondon.co.uk

Exchange Policy:
We offer exchanges for faulty or incorrect items. Contact us within 30 days of delivery and we will cover the return shipping costs. If you ordered the wrong size, please return the item and place a new order.

Exceptions and special cases

  • Faulty or damaged goods: Report it within 48 hours of delivery. We will arrange return at our expense and offer an exchange or full refund.
  • Wrong product: If you receive the wrong item, we will cover the return costs and send you the correct product.
  • Lost Packages: If your package is not delivered within the expected delivery time, please contact us so we can initiate a claim with the carrier.

Processing times

  • Returns Window: Products can be returned within 30 days from the delivery date.
  • Refund processing: We process refunds within 7 business days.

Return address:

Freight elevator No. 2 on the west side of the 3rd floor, 1st floor up,
Yuantong Express, No. 409,
Suxi Yiwu Town
Postal code: 310000
Province: Zhejiang
Region: Zhejiang

Contact Details
If you have any further questions or need assistance with returns or refunds, please contact us: