Written return and refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

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

To start a return, you can contact us at info@elielouis.shop 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@elielouis.shop.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Under the Distance Selling Regulations, if you buy online or by phone without first viewing the goods, your consumer rights entitle you to a full refund if you request one in writing (letter, fax, e-mail) within 7 working days of receipt. This refund includes any original delivery charge we made, but excludes: personalised, made-to-measure, bespoke products or items ordered especially for you.

Please note that all of our furniture is finished to order in a huge range of finishes, so that means that your furniture is personalised for you. So we do not accept returns unless the goods are faulty. Please ask for wood and fabric samples, so you are sure everything is correct.

Please contact us via email info@elielouis.shop or phone +442045772509 and we will start the collection of your order and the refund procedure. 

The return items will be collected and inspected by us or by our representative appointed. Any item showing signs of damage, wear & tear or mishandling will not be accepted by us.

We cannot give a credit or refund for any goods ordered in error by the customer. We do not offer a 'try before you buy' service and reserve the right not to supply goods and to cancel an order if it is understood that it is the intention of the customer to return items in the order. No credit or refund will be given for any goods damaged due to incorrect handling or storage or due to any misuse by the customer.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@elielouis.shop.