CANCELLATION TERMS

We will be able to cancel your order and arrange a full refund only under the following terms: 1) personalisation work on your order has not commenced, 2) work on creating made-to-order items has not yet begun or 3) if non-personalised items have not yet been dispatched. 

RETURNS

We pride ourselves on attention to detail in everything we do, but should a problem occur, please contact us so we can help resolve it. In particular, please check your purchase carefully when you receive it. In the unlikely event it is faulty or damaged upon delivery then please contact us within 7 days of receipt so we can rectify this.

Please note, elleroo products are personalised or made-to-order, and as such are non-refundable as returns, unless faulty or supplied by us incorrectly. To limit the possibility of disappointment with your required order, we advise you to check your order details very carefully, particularly any engraving request.

Incorrect goods: If you receive products that do not match those ordered, e.g. an incorrect product or engraving, then please contact us within 7 calendar days of receipt to arrange return. IF we determine that an error on our part has occurred, then we will arrange to replace at no additional cost to you.

Faulty goods: In the unlikely event that products are received faulty or damaged, then please contact us within 7 calendar days of receipt to arrange return. Upon receipt of your returned products, we will replace at no additional cost to you, or if preferred, issue a refund via the payment method used for the purchase.

REPAIR TERMS AND SERVICE

We guarantee our work for one year from the dispatch date, so in the unlikely event your jewellery requires repair, please contact us. This guarantee does not extend to damage caused by obvious misuse, items worn in water i.e. shower, bath etc. to lost or stolen goods, or to general wear and tear such as worn/marked leather or surface scratches.

For repairs that fall outside of these repair terms or for lost parts, we are able to help with a chargeable service in this instance. We also offer a chargeable product care and maintenance service, please contact us to see how we can assist. 

REFUND PROCESS

Once your return has been received by us, we will send you an email to notify you of safe receipt.  Following inspection of the returned order, we will notify you on whether a refund can be made. If it can then your refund will be processed without delay, and a credit will automatically be applied to your credit card or original method of payment. This may take several days to show up on your account, depending on your bank.

SHIPPING

Please email studio@elleroo.co.uk for our full returns address . If you are shipping an item over £50, you should consider using royal mail's Special Delivery service, or a similar trackable shipping service which includes insurance.

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