Refund policy

Bespoke items are made to order and unless the item arrives with you damaged, we are unable to accept returns of bespoke items.

We want you to be happy with your purchases from EllieGrey.

If for any reason you are not happy with your purchase, return it to us in an unused condition within 14 days for an exchange or refund of the full purchase price including the original postage cost. You are required to pay the return postage costs unless the item received was faulty. 

Goods that are received damaged will be refunded or replaced. All we ask is that you keep the original packaging and email a photograph to us so that we can claim from our postal carrier.

Please email us at elliegrey2019@hotmail.com and we can discuss your returns prior to you sending it back.

Please ensure the parcel is packaged adequately to ensure that the goods are not damaged in transit. Otherwise we may not be able to exchange or refund you. We recommend that you use an insured, registered delivery service and keep the receipt as we cannot accept liability for goods lost or damaged in transit.

Refunds will be processed within 72 hours of receiving the returned goods.

If your item arrives damaged please make sure you contact us within 24 hours of receipt.  We cannot be held responsible for damages reported after this period.

We will also require you to supply us with photographs of the damage within 48 hours in order for us to claim from our couriers. 

All prices shown on our website are correct at the time of publication and are all in British Pounds, and include VAT at the current rate. All prices may be changed without any prior notice.

We accept payment by Credit and Debit cards and Paypal .

We have done our best to describe our items correctly at the time of the items being listed on our website. All sizes are approximate.