Returns Policy

 

For most products, you have 14 days to notify Kaela Elliott Handmade Gift if you want to return or exchange the item and  to send it back. The return period will expire 14 days from the day on which you receive the goods you have ordered. 

This also applies to cancelable goods.  There’s a note below to help you see what you can cancel and what you can’t.

 

How to cancel your order, return it or exchange it.

  1. Contact Kaela Elliott Handmade Gifts and let them know that you wish to cancel your order, return it or exchange it.

  2. Please do not destroy any of the packaging, external or internal, even if it is deemed to be faulty so that doing so won’t affect any refund you may be entitled to.

  3. It is worth noting that you are liable for any diminished value of the product resulting from how the product was handled in any way other than what is necessary to establish the nature and functioning of the product whilst it’s in your care. This includes how the product was returned and when it is in transit back to Kaela Elliott Handmade Gifts.

 

What you cannot send back or request a refund for

  1. Unfortunately, some of the items are non-cancelable and are non-refundable.

  2. Anything that is made to your specific requirements and cannot be sold otherwise because of the bespoke nature of the item.

  3. Anything that is personalised and cannot be resold because of the bespoke information and nature of the product.

  4. Creative work that was specially commissioned

  5. Personal items sold with a hygiene seal like earrings, where the seal is broken.

 

To avoid disappointment please check before ordering if the item or product is non-refundable and non-cancelable.

 

My Item Has Arrived Faulty

  1. Contact Kaela Elliott Handmade Gifts by responding to the confirmation email you received.

  2. To establish a full and frank picture please include as much detail as possible about the issue.  

  3. Provide photos, and where necessary, the external packaging that shows any damage to the product where relevant.  Please do not destroy any packaging.  Even if it is faulty, so it won’t affect any refund you may be entitled to.

  4. Kaela Elliott Handmade Gifts aims to respond to any enquiries within 24 hours and let you know how best to proceed.

 

My Item Is Personalised But I Don’t Like It

  1. Unfortunately, personalised items cannot be returned because of their bespoke nature and cannot be resold.

  2. In order to minimise this happening Kaela Elliott Handmade Gifts provides photos that are realistic as possible and the products contain all the necessary information before purchase.

 

Someone Bought Me A Gift And I Don’t Like It

  1. If you were sent a gift and want to return it, then contact Kaela Elliott Handmade Gifts directly.

  2. In order to process the request, Kaela Elliott Handmade Gifts will need the email address, or the order number so we can locate the order on our website.

  3. Usually, in normal circumstances, the gift may be returned in 14 days.  It is recommended to use a signed for and tracked service.  Please note that Kaela Elliott Handmade Gifts cannot deal with your request until the item is received.  Also note that you must bear the cost of returning the item or product.

  4. Once the item is received in a satisfactory condition Kaela Elliott Handmade Gifts can arrange for an exchange for a product of similar value.

 

I Haven’t Received My Item

  1. Contact Kaela Elliott Handmade Gifts to let them know that you haven’t received your item.

  2. An item is not deemed lost in the post until 10 working days have passed since posting an item.