Refund policy

Consumer Returns Policy

As per our T&Cs, any products purchased directly at elsieandtom.co.uk can be returned if found to be faulty. This does not include for any natural occurring defects suck as mushrooming, cracking, wet spots or frosting which are all-natural characteristics of the natural ingredients found in our products.

Please notify us of your return in writing providing photographic evidence of the defect or issue within 24 hours of receipt of your order. Please use our contact form to begin the returns process.

We will reply within 48 hours of receipt of your written request.

We will notify by email once your return/s have been received and processed. If you require a refund, we will refund the price paid by you for the products within twenty-one (21) days of receiving the return.

All products must be returned in their original packaging and in good condition.

Please ensure that the package is wrapped securely, and for your protection, we recommend that you use a recorded delivery service as we cannot accept liability for goods lost in transit.

We do not take responsibility for any damage caused in transit. A claim for the damaged goods will need to be sought from the courier. 

Products purchased as a set can only be returned as a complete set, not as individual items.

If a promotional gift has been included in your order and a return is made which reduces your qualifying total for the gift, the full order must be returned.

When returning goods which you bought using a discount or offer, we will adjust the refund accordingly.

Please note that our stores cannot currently accept online order returns. Please follow the online returns process detailed above.

Please be advised that we are unable to take returns on products not purchased at www.elsieandtom.co.uk or from an Elsie and Tom third party retailer store. If you purchased a product at one of our authorised stockists please contact them directly. Any return will need to be made in accordance with the return/cancellation policy of the relevant retailer and should not be returned directly to us.