Refund policy
Returns & Exchanges Policy
At Elsie Tweed, we take pride in creating handcrafted, one-of-a-kind items. We want you to be completely happy with your purchase. If for any reason you're not satisfied, here’s how we can help:
Returns
- We accept returns on items within 14 days of receiving your order. To be eligible for a return, the item must be unused, in its original condition, and in the original packaging.
- Unfortunately, we are unable to accept returns on personalized or custom-made items unless they are faulty.
Exchanges
- If you'd like to exchange an item for a different size or color, please contact us within 14 days of receiving your order. We'll be happy to help you find the perfect match.
- Exchanges are subject to availability. If the item you wish to exchange for is unavailable, we'll issue a full refund.
Refunds
- Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund. If approved, your refund will be processed and credited to your original method of payment.
- Please note that shipping costs are non-refundable unless the return is due to a fault on our part.
How to Return/Exchange an Item
- To initiate a return or exchange, please contact us at via our contact page with your order number and details of the item you’d like to return or exchange.
- We’ll provide you with return instructions and a shipping address.
Damaged or Faulty Items
- If your item arrives damaged or faulty, please contact us within 7 days of receiving the order. We will offer a full refund or replacement, depending on your preference.
Shipping Costs
- Customers are responsible for the return shipping costs unless the item is faulty. We recommend using a tracked service for returns, as we cannot be responsible for lost packages.