Refund policy

General returns/exchanges:

You can request to return an item within 30 days of receipt of your order. Unfortunately custom (includes made to order prints) or personalised items are non returnable.

To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase.

To start an exchange or return, you can message me or email me directly at rachel@rachelelanor.co.uk. Once accepted, I will send you instructions on how and where to send your package. Items sent back to me without first requesting an exchange / return will not be accepted.

Please note that return postage is payable by the customer and original postage is not refundable. I am not liable for any returns that get lost in the post, I recommend using a service that includes insurance for the cost of the order. 

Damages and issues:

Please inspect your order upon receipt and contact me immediately if the item is defective, damaged or if you receive the wrong item, so that I can evaluate and rectify the issue.  If your item arrives damaged please contact me with clear photos of the issue so that I can arrange a free replacement or full refund if you prefer.  

If you have any questions regarding returns, refunds and exchanges please feel free to message me.