Refund policy

United Kingdom customers

Our 30-day returns policy also applies to UK orders and does not limit your statutory rights. For most online purchases, you may notify us that you wish to cancel within 14 days of delivery and then have a further 14 days to return the goods. Where this statutory cancellation right applies, we refund the standard outbound delivery charge as well as the goods; any premium delivery upgrade is excluded. You pay change-of-mind return postage. Refunds are made within 14 days of receiving the goods back or receiving evidence that you have sent them back, whichever is earlier. Statutory exceptions and deductions for handling beyond what is needed to inspect the goods may apply. Your rights for faulty, damaged or misdescribed goods remain unaffected.

At Eliza Hartley, we want you to shop with confidence. If you're not completely happy with your purchase, we offer a simple and transparent returns process.

Return Window

You can request a return within 30 days of receiving your order.

Return Eligibility

• Items must be unused, in unworn condition and in their original state.

• Items must be returned in their original packaging with all included parts.

• Proof of purchase (order number or receipt) is required.

Returns that don't meet these conditions may not be accepted.

Return Approval

Our customer service team must approve all returns before items are sent back. Returns sent without prior notice or approval may be refused.

Return Costs

Faulty, damaged or incorrect items:

• We cover the return shipping costs.

• You can choose a replacement item or a full refund.

• Photo or video evidence of the damage may be required.

Change-of-mind returns (standard returns):

• The customer is responsible for all return shipping costs.

• Original shipping costs are non-refundable.

Handling & Restocking Fees

We do not charge any handling or restocking fees on returns (£0 / $0).

How to Start a Return

1. Email us at concierge@elizahartley.com. Please include your order number and reason for return.

2. Our team will review your request and provide detailed return instructions.

3. Ship the item back using a tracked shipping method.

We are not responsible for lost returns that were not sent using a tracked shipping method.

Refund Process

• All returned items are inspected upon arrival.

• Approved refunds are processed within 7 days of receiving the item.

• Refunds are always issued to the original payment method.

It may take your bank or payment provider a few additional days for the refund to appear on your statement.

Exchanges

If you'd like to exchange an item for a different size, colour or product, please contact our customer service team. Exchanges are processed as a return and a new order, subject to product availability.

Non-Returnable Items

• Personal hygiene products

• Opened cosmetics

• Earrings, underwear and other intimate items

• Any item marked as non-returnable on the product page

Contact Details

Online store operator: Jex E-commerce LLC
Email: concierge@elizahartley.com
Phone: +61 3 4828 3473
Registered office: 1309 Coffeen Avenue STE 1200, Sheridan, Wyoming 82801, United States