Returns and Refunds

 We do hope you love your purchase!

Eloise Country Jewellery – Returns & Refunds Policy

Last Updated: 19 October 2026

This policy applies to purchases made directly through the Eloise Country Jewellery online store. If you purchased an Eloise Country Jewelleryproduct from an authorised retail partner, please contact that retailer regarding returns. Your statutory rights are unaffected. Nothing in this policy affects your statutory rights under UK consumer law.

2. Your Right to Cancel (Consumer Contracts Regulations 2013)

For most goods purchased online, you may cancel your order at any time after placing it and up to 14 days after the day on which you receive the goods, without giving a reason.

To exercise your right to cancel, please contact us at orderseloise@outlook.com with a clear statement that you wish to cancel your order.

You may inspect the goods as you would in a shop. If the item has been used beyond what is necessary to establish its nature, characteristics, or functioning, we may deduct an appropriate amount from your refund.

3. Returns Eligibility

You have 14 days from delivery to notify us that you wish to return an item, followed by a further 14 days to send it back.

To start a return, contact us at: orderseloise@outlook.com

Items Eligible for Return

  • Standard jewellery items (such as necklaces, bracelets and rings), subject to the conditions set out in this policy.

  • Items that are faulty or not as described.

Items Not Eligible for Return

  • For health and hygiene reasons, sealed items that are not suitable for return for health protection or hygiene reasons may not be returned once the seal has been broken after delivery, where the statutory hygiene exemption applies. This does not affect your rights if an item is faulty or not as described.

  • Goods that are made to the customer's specifications or are clearly personalised cannot normally be returned under the statutory change-of-mind cancellation right. This does not affect your rights if the goods are faulty, not as described or do not otherwise conform to your statutory rights.

4. Return Postage Costs

For change-of-mind returns, you are responsible for the cost of returning the goods to us, unless we have agreed otherwise. If goods are faulty, damaged, incorrect or not as described, please contact us before returning them so that we can arrange or reimburse reasonable return costs where required by law.

We recommend using a tracked service. We are not responsible for returns lost in transit.

5. Refunds

Refunds are issued within 14 days of receiving the returned item.

Refunds Include:

  • The full item price

  • Standard delivery costs only

Refunds Do Not Include:

  • Upgraded delivery options (e.g., express shipping)

  • Return postage costs (unless the item is faulty)

If the item shows signs of use beyond what is necessary to inspect it, we may make a reasonable deduction from your refund.

6. Exchanges

We do not currently offer direct exchanges. If you wish to exchange an item, please return it for a refund and place a new order.

7. Faulty Goods (Consumer Rights Act 2015)

Change of mind

For most non-exempt goods purchased online, you have the right to cancel without giving a reason within the statutory cancellation period described above.

Faulty, misdescribed or unsatisfactory goods

Your rights where goods are faulty, not as described or otherwise fail to meet legal requirements are separate from your right to change your mind. These rights are provided by the Consumer Rights Act 2015 and are not affected by our returns policy.

Faults Within 30 Days

If goods are faulty, not as described or do not meet the requirements of the Consumer Rights Act 2015, you may have a short-term right to reject them and receive a refund within 30 days, subject to the provisions of the Act.

Faults Within Six Months

If a fault becomes apparent within six months of delivery, the law generally presumes that it was present at the time of delivery unless we can show otherwise. After the initial 30-day period, you may initially be entitled to a repair or replacement, in accordance with the Consumer Rights Act 2015. Further remedies may be available if the repair or replacement is unsuccessful or cannot be provided.

Normal wear and tear is not considered a fault under UK consumer law.

To report a fault, contact us at: orderseloise@outlook.com

8. Incorrect or Damaged Deliveries

If you receive an incorrect or damaged item, please contact us as soon as reasonably possible after delivery so that we can resolve the issue. This does not affect your statutory rights. We can arrange a replacement or refund as appropriate.

9. Lost Parcels

If your parcel is lost by the courier, we will investigate and provide a replacement or refund where appropriate.

10. How to Return an Item

  1. Email us at orderseloise@outlook.com with your order number and reason for return.

  2. We will confirm the return address and instructions. Please do not send returns to our business address unless we have confirmed that it is the appropriate returns address.

  3. Package the item securely.

  4. Return the item securely using an appropriate postal service. We recommend obtaining proof of postage and retaining it until your return has been processed.

  5. Keep your postage receipt until your refund is processed.

11. Contact Us

If you have any questions about this Returns & Refunds Policy, please contact us:

Email: orderseloise@outlook.com
Phone: +44 7751 047833
Instagram: eloiseofficialstore_
Business Address: Eloise, 6 Sunrise Crescent, Hemel Hempstead, HP3 9NR, United Kingdom