Returns & Refunds

For Non-Faulty Goods

If you have had a change of heart you must return the item to Elles Belles Emporium unused and in its original condition within 14 days for a refund (excluding personalised items).

Each returned product must include all parts, accessories, instructions and packaging, etc. This includes items such as cable ties and plug covers. Please note that if security seals are broken or if blister packaging has been opened then the product is not in its original condition. With the Exception of Magical Reindeer Food, this is a Non-Returnable/Refundable Product due to its fresh nature & personalised items as they have been made specifically for that customer.

Please contact a member of our customer services team via our contact us page and they will be able to help you return the items and issue you with Returns Authorisation Form. Our customer services team may also be able to advise on how to return the products to us.

You are also required to complete the Returns Form and return this with your order.

All you pay for is the postage cost of returning the goods. For expensive items, we recommend that you use a secure delivery method that requires a signature on receipt, as this ensures the package in case it goes missing.
The product will remain your responsibility until it has been signed for at the returns address. We do not accept responsibility for products lost or damaged in the post.

Exceptions

We regret that we cannot accept returns on the following non-faulty products:

• The product(s) has/have been personalised, made to order or customised in any way.
• The packaging or any of the individual product components, has been unsealed or damaged.
• The product(s) is/are perishable.
• The non-faulty product does not arrive at Elles Belles Emporium in a resalable condition. In this case we will not be able to offer you a refund. We will call you to arrange to send the product back to you and to take payment for the subsequent delivery costs.
• The product(s) are toiletries, this includes our gift boxes.

Faulty Goods

If the product you have ordered is faulty you have 30 days in which to return it. Parcels or items damaged in transit must be reported in writing to Elles Belles Emporium within 24 hours of delivery.

Please contact a member of our customer services team via our contact us page and they will instruct you on how to return the items to us and issue a Returns Authorisation Code Failure to do this will delay your return being processed. You are also required to complete a Returns Form and return this with your order.

When returning faulty items we may still ask you to return goods yourself. On receipt, Elles Belles Emporium will reimburse the costs incurred*. Elles Belles Emporium shall pay you a reasonable * postage amount for the return of the product. We normally ask that goods be sent back via First Class Royal Mail (Recorded Delivery).

• Please obtain a proof of postage costs so we can reimburse you the full amount.
• *Please note that by reasonable we mean any delivery service equivalent to the cost of Royal Mail Recorded Delivery and up to a maximum value of £10.00.
• We regret that we will not be able to refund excessive postage costs (for example goods being sent by special delivery or by courier when this is not necessary). If the postage costs are going to exceed £10.00 please contact us for further advice.

Exceptions

If the deadline for reporting parcels damaged during transit is not met, we regret that we will not be able to issue a refund or replacement goods.

Refunds

We will not confirm that we have received your return. After receipt of your goods, we aim to issue refunds within 14 working days. The cost of your products will be refunded to the credit/debit card used to make the purchase. Please note refunds take 5 working days to clear from the point of processing.

Cancellations

If you wish to cancel an order please contact our customer services team. If your goods have been despatched before cancellation you will be liable for the costs of returning the unwanted items.

This returns policy does not affect your statutory rights.