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At Elizabeth London, we want you to feel comfortable shopping with us.
This Returns and Refund Policy explains how returns, refunds and our 30-day money-back guarantee work.
This policy applies to purchases made through elizabeth-london.uk.
30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee.
If you are not happy with your order, or if something is not quite right, please contact us within 30 days of receiving your order.
To start a return request, email us at:
Please include:
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Your full name
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Your order number
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The email address used for the order
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The reason for the return
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Clear photos if the item is damaged, faulty or incorrect
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Any details that help us understand how we can assist you
Our team will review your request and reply with the next steps.
Return Approval
Please do not send any items back before contacting us.
All returns must first be requested by email so that Elizabeth London can provide the correct return instructions and return address.
In some cases, returns may need to be sent directly to our supplier, which may be located overseas, including in China.
This returns procedure does not affect your statutory rights under UK consumer law.
Return Shipping Costs
For change-of-mind returns, size changes or items that are no longer wanted, the customer is responsible for the return shipping costs, unless otherwise required by law.
If the provided return address is with our supplier overseas, including in China, the customer is responsible for arranging and paying for the return shipping to that address.
We recommend using a tracked shipping service. Elizabeth London may be unable to complete a return until the returned parcel has been received or valid proof of return has been provided.
If an item is faulty, damaged or incorrect, we will provide an appropriate solution in accordance with your statutory rights. Where applicable, reasonable return shipping costs will not be charged to the customer.
Tracking Required for Returns
For an approved return, the customer must provide valid return tracking details or other acceptable proof that the item has been returned.
A refund can be processed after the returned item has been received and confirmed by the supplier or return location, or after valid evidence of return has been provided where required by law.
If a returned parcel is lost in transit and cannot be confirmed as sent or delivered, we may be unable to process the refund.
Condition of Returned Items
To be eligible for a change-of-mind return, the item should be:
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Unworn
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Unwashed
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Unused
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In its original condition
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With tags and packaging where possible
Items that show signs of wear, washing, use, damage, perfume, stains, make-up marks or alterations may not be accepted for a change-of-mind return.
Customers may inspect items as they reasonably would in a physical shop. We may reduce a refund where an item has been handled more than necessary and its value has been reduced.
These conditions do not limit your rights where an item is faulty, damaged, incorrect or not as described.
Items That May Not Be Eligible for Return
Some items may not be eligible for change-of-mind returns where permitted by law, including:
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Gift cards
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Final-sale items, where clearly stated and legally permitted
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Personalised or made-to-order items
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Sealed personal or hygiene-related items after the seal has been broken
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Items that have been worn, washed or used beyond what is reasonably necessary to inspect them
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Items returned without first contacting us for the correct return instructions
This does not limit your statutory rights under UK consumer law.
Faulty, Damaged or Incorrect Items
If your item arrives damaged, faulty or incorrect, please contact us as soon as possible at:
Please include your order number, a description of the issue and clear photos of the item and packaging.
We will review the issue and work with you on a suitable solution, which may include a refund, replacement or another appropriate remedy.
Your rights under UK consumer law are not excluded or limited by this policy.
UK Consumer Rights
Nothing in this policy limits any rights you may have under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
For most online purchases, customers have the right to notify us within 14 days of receiving their order that they wish to cancel. Customers then normally have a further 14 days to return the goods.
If a product is faulty, damaged, not as described or not fit for purpose, you may be entitled to a refund, repair, replacement or another remedy under UK law.
Our 30-day money-back guarantee is provided in addition to your statutory rights.
Refund Processing
Once your return has been received and approved, or valid proof of return has been provided where applicable, we will notify you by email.
If your refund is approved, it will be processed back to your original payment method.
Refunds will be issued within the time required under applicable UK consumer law.
Please allow additional time for your bank, card provider or payment provider to process the refund.
Exchanges
We may offer an exchange or another solution depending on the situation and product availability.
Please contact us at:
We will review your request and let you know what options are available.
Order Cancellations
If you need to cancel your order, please contact us as soon as possible at:
If your order has not yet been processed or shipped, we will do our best to cancel it.
If your order has already been processed or shipped, we may be unable to stop the shipment. You may still have the right to cancel and return the order in accordance with this policy and applicable UK consumer law.
Contact Us
For return, refund or order questions, contact us at: