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Refund policy

Last updated: [12.05.2025]

We hope you love your order from Elizabeth Rachael. Everything is made with care and attention, and we want you to feel confident shopping with us. Please read below for full details on our returns and refund policy.

Change of Mind / Cancellations

Under the UK Consumer Contracts Regulations:

  • You have 14 days from receiving your order to let us know if you’d like to cancel.

  • You then have another 14 days to return the item(s).

To cancel your order, please email us at hello@elizabethrachael.com with the following information:

Cancellation Example
Hello,
I would like to cancel my order number [INSERT ORDER NUMBER] and will return the item(s) for a refund within 14 days.
Thank you.

Items Not Eligible for Return

We do not accept returns for:

  • Personalised or custom items (e.g. cards with names or customised prints)

  • Items returned outside the timeframe

  • Items not in original condition, unless faulty (see below)

This does not affect your statutory rights.

Faulty or Damaged Items

If something arrives damaged or faulty, please get in touch at hello@elizabethrachael.com within 14 days of delivery.

  • We’ll do our best to resolve the issue with a repair, replacement, or refund.

  • You are entitled to a remedy for faulty items for up to 6 months after receiving your order, as long as the issue existed at the time of purchase.

Returns Process & Shipping

  • Customers are responsible for return postage unless the item is faulty.

  • We’ll refund standard delivery costs only (e.g. if you upgraded to next-day delivery, we’ll refund up to the cost of standard shipping).

  • Please return items in their original condition and packaging.

Our return address is:
Elizabeth Rachael
5 Little Underbank
Stockport
SK1 1LA

We recommend contacting us before sending your return.

Refunds

  • Refunds will be processed within 14 days of receiving your returned item(s).

  • If items are returned in a diminished condition (e.g. used or washed), we may make a reasonable deduction from the refund to reflect the loss in value.

Questions?

If you have any questions before purchasing, or you’re unsure whether an item is returnable, drop us a message at hello@elizabethrachael.com — we’re happy to help.

Thank you for supporting our small business!