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🌿 Returns & Cancellations Policy

I want you to be happy with your order. All products are stocked, and dispatched directly from my home studio in the United Kingdom. I carefully prepare each order ourselves and aim to be transparent, fair, and helpful throughout your purchase.

📦 Returns (UK & EU Customers)

If you're in the UK or EU, you have the right to return your item within 14 days of receiving it, for any reason.

  • Items must be unused, in original condition, and carefully packaged.
  • Return postage is your responsibility.
  • Returns must be sent to our designated return address, please contact me first and I’ll provide the details.

Once your return is received and approved, I’ll issue a full refund to your original payment method.

📧 Email me at info@elusivemousegifts.com within 14 days of delivery to begin a return.

🌍 Returns (Outside the UK & EU)

For customers outside the UK and EU, I only accept returns if the item is faulty or arrives damaged.

⚠️ Faulty or Damaged Items (All Regions)

If your item arrives damaged or faulty, I’ll make it right.

  • In most cases, photographic evidence is enough to process a replacement or refund.
  • Please contact me first — I’ll confirm whether a photo is sufficient or provide the correct return address.
  • 📧 Email me within 7 days of delivery at info@elusivemousegifts.com.

🚫 Cancellations

Orders may be cancelled if they have not yet been dispatched. Please email me as soon as possible to request cancellation. Once an order has been processed or shipped, cancellation may no longer be possible. The exception to this cancellation policy are cushions, which are made on demand by a trusted production partner in London and cannot be cancelled once an order has been placed.

❌ Items That Cannot Be Returned

I cannot accept returns if:

  • The item has been used, worn, or damaged after delivery.
  • The return was not agreed with me in advance.
  • The return period has expired (14 days UK/EU, 7 days elsewhere for faults).

💬 Questions?

If you’re unsure whether your item qualifies for a return, or if you’re dealing with a damaged delivery, just drop me a line:
info@elusivemousegifts.com
I’ll guide you from there - kindly, clearly, and as quickly as I can.