Refund policy

RETURN AND REFUND POLICY

Returns & Refunds

At Elizabeth Ashby, we want every purchase to be right for you. If something isn't quite what you hoped for, this policy explains exactly how returns, exchanges and refunds work, and what you can expect from us at every step. Please take a moment to read it so the process is as smooth as possible.

Your right to cancel (14-day cooling-off period)

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order and return your items within 14 days of the day you receive them, for any reason at all. You do not need to give us a reason to cancel within this period.

To cancel, simply email us at info@elizabethashby.com before the 14 days are up, quoting your order number. Once you have told us you wish to cancel, you then have a further 14 days to send the items back to us.

How to make a return — step by step

To keep your return running smoothly and to make sure your refund is processed without delay, please follow these steps:

  1. Contact us first. Email info@elizabethashby.com with your order number and tell us which item(s) you'd like to return and why.
  2. Wait for our instructions. We will reply with the correct return address and everything you need to know. Please do not send anything back before you receive this, as parcels sent without instructions can be delayed or lost.
  3. Pack your items carefully. Place the item(s) in secure packaging so they are fully protected in transit — ideally the original packaging, with all tags still attached.
  4. Use a tracked service. Send the parcel back using a delivery method that provides tracking.
  5. Send us the tracking number. Email us the tracking number so we can follow your return and process everything as quickly as possible once it arrives.

Following these steps helps us give you a fast, hassle-free refund or exchange.

Condition of returned items

To be eligible for a refund or exchange under the cooling-off period, items should be returned unworn, unused, and in their original condition with tags attached. Please note this condition requirement does not apply to items that are faulty or not as described — your legal rights in those cases are set out below and are unaffected.

Refunds

Once your returned parcel arrives back with us and we have inspected the items, we will process your refund within 7 days. Refunds are always made to the original payment method used for your order. Depending on your bank or card provider, it may then take a few additional working days for the money to appear in your account.

Return shipping costs

For cancellations made within your 14-day cooling-off period, we cover the cost of return shipping, provided you follow the return steps above — including using a tracked service and sending us the tracking number. If an item is faulty, damaged or not as described, we will of course also cover your return postage.

Exchanges

If you'd like a different size or a different item, we're happy to help. Just email us at info@elizabethashby.com and we'll do our best to sort out an exchange for you quickly and easily. In many cases we'll simply find the fastest, most convenient solution so you get the right item as soon as possible.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged, or is not what you ordered, please email us at info@elizabethashby.com as soon as you can — ideally with your order number and a photo of the issue. Under the Consumer Rights Act 2015, you are entitled to a repair, replacement or refund, and we will always put things right at no cost to you.

Items that cannot be returned

For reasons of hygiene, certain items such as pierced earrings or intimate items cannot be returned once opened, unless they are faulty. This does not affect your statutory rights.

Your statutory rights

Nothing in this policy affects or limits your statutory rights as a consumer under UK law.

Returns FAQ

How long do I have to return an item? You have 14 days from the day you receive your order to tell us you wish to cancel, and a further 14 days to send the item back.

When will I get my money back? We process refunds within 7 days of receiving and inspecting your returned parcel. Your bank may then take a few more working days to show the funds.

Do I have to pay to return my order? For cancellations within the 14-day cooling-off period, we cover return postage as long as you follow the return steps (tracked service + tracking number sent to us). Faulty or incorrect items are always returned at our cost.

My item is the wrong size — can I exchange it? Yes. Email us and we'll help you arrange the quickest possible exchange for the right size.

My item arrived damaged — what do I do? Email us straight away with your order number and a photo. We'll arrange a replacement or refund at no cost to you.

Do I need the original packaging? It's best to return items in their original packaging with tags attached. For faulty items, this isn't required.

How do I start a return? Email info@elizabethashby.com with your order number. We'll reply with everything you need.