Return & Refund Policy

At Eloise Lane Brighton, we want you to love every piece you receive. If something isn’t quite right, we’ve made our returns process as straightforward as possible — because your comfort and confidence matter to us.

Our 60-Day Return Promise

If you’re not completely satisfied with your purchase, you may request a return within 60 days from the delivery date.

Whether the fit wasn’t perfect or you simply changed your mind, please contact us so we can guide you through the return process.

Return Conditions

To be eligible for a return:

• Items must be unused, unworn and unwashed

• Items must be in their original condition

• Original tags and packaging should be intact

• Items must not show signs of wear, damage, perfume or alteration

• Returns must include proof of purchase, such as your order-confirmation email

You may inspect an item as you would in a physical shop. We may make a reasonable deduction from the refund if an item has lost value because it was handled more than necessary.

How to Start a Return

Email support@eloiselanebrighton.com with:

• Your full name

• Your order number

• The item or items you wish to return

• Your reason for returning

• Photographs if the item is damaged, faulty or incorrect

Our support team will provide the correct return instructions and return address.

Please do not send a return without contacting us first. Returns sent to the address printed on the original parcel or to an unauthorised address may not be accepted.

Approved returns must be sent to our designated return facility in:

China

Return Shipping Costs

For returns resulting from a change of mind, personal preference, an incorrect size selection or an exchange request, the customer is responsible for:

• Return shipping costs

• Any applicable customs or import charges relating to the return

We recommend using a tracked shipping service and keeping your receipt until the return has been processed. We cannot take responsibility for returns lost before reaching the designated return facility.

We do not charge restocking fees or other hidden return-processing charges.

If an item is damaged, faulty or incorrect, Eloise Lane Brighton will cover reasonable return costs or provide another appropriate solution.

Fast, Reliable Refunds

Once your return has been received and inspected, we will notify you by email.

Approved refunds will be processed to your original payment method within 10 working days. Your bank or payment provider may require additional time to display the refund in your account.

For cancellations covered by statutory UK consumer rights, refunds will be issued within the legally required period and no later than 14 days after we receive the returned goods or acceptable proof that they have been sent back, whichever occurs first.

As our standard delivery is free, there is normally no separate original delivery charge to refund.

UK Statutory Cancellation Right

UK consumers purchasing online normally have the right to cancel most orders within 14 days after receiving them, without giving a reason.

After notifying us of the cancellation, you normally have a further 14 days to return the goods.

Our voluntary 60-day return promise is offered in addition to these statutory rights and does not replace or limit them.

Damaged, Faulty or Incorrect Items

We never want you to receive a damaged, faulty or incorrect product.

If there is a problem with your order, email support@eloiselanebrighton.com as soon as possible and include:

• Your order number

• A description of the problem

• Clear photographs of the product and packaging

We will review the issue and offer an appropriate solution, which may include a replacement, repair, price reduction or refund.

Where the product is confirmed as damaged, faulty or incorrect, you will not be responsible for reasonable return costs.

Nothing in this policy limits your statutory rights concerning goods that are faulty, not as described or unfit for their intended purpose.

Exchanges

We do not currently offer direct exchanges.

If you would like a different size, colour or product, please return the original item and place a new order.

Non-Returnable Items

Unless faulty or otherwise required by law, we cannot accept returns for:

• Personalised or made-to-order products

• Gift cards

• Sealed hygiene-sensitive products after the seal has been broken

• Items damaged through misuse, improper care or normal wear and tear

Contact us before returning an item if you are unsure whether it is eligible.

Questions?

If you have any questions about returns or refunds, we’re always happy to help.

Email: support@eloiselanebrighton.com
Support hours: Monday to Friday, 9:00 am to 5:00 pm CET
Website: https://www.eloiselanebrighton.com

We want every experience with Eloise Lane Brighton to feel just right — and that includes returns. Stylish, simple and stress-free.