Refund policy

Faulty Goods

Our policy covers a 30 day period. You have 30 days to contact us regarding a fault, please note that beyond this timeframe we cannot offer you an exchange or refund. Please also see separate policy for personalised products below. 

Not what you expected? 

If your purchase does not meet your expectations, please don't worry, you have 14 days from receipt to return it. Please notify us by email before retuning your item, stating the reason for return. Do not return without email notification first. 

The item must be unused, in original packaging with labels attached. These are the conditions of our policy and items returned in any other condition than this will not be refunded. Upon receipt, providing item is in stated condition, we will issue a refund or exchange. If you wish to exchange please discuss this via email first and complete the returns note as directed. 

Items Exempt from Returns Policy

Custom Goods (Personalised) - Made to order items are not subject to exchange or refund unless faulty. Should you have a faulty item please contact us within the 30 day Faulty Goods timeframe so that we may liaise with the maker on your behalf. If possible, please email us images of any fault. 

 

Return costs

Return postage fees are payable by the customer with the exception of items sent in error or that are faulty and has been agreed in advance by email. Please ensure you obtain proof of postage upon returning. We will not be liable for goods lost or damaged in the post whilst being returned. Please consider using a trackable service with insurance, particularly when returning goods of a high value. 

Items returned for exchange, where the original was purchased using a shipping discount, are not eligible for reduced/free postage. 

Return Address (excluding personalised and Custom Products) 

Elevate Creates, Unit 3, Grove Mills, Hawkhurst, Kent TN18 4AS