Refund policy


🌿 Returns & Cancellations Policy

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

📦 Returns

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.
  • For returns where you have changed your mind, return postage is your responsibility. Please ensure that your parcel is adequately insured to cover loss in the post.
  • Returns must be sent to our designated return address below.

Elusive Mouse Gifts, 
Unit 142287, Courier Point,
13 Freeland Park,
Wareham Road,
Poole,
Dorset.
BH16 6FH.
United Kingdom.

Once your return is received and approved, we’ll issue a full refund to your original payment method. Refunds will be processed within 3-5 working days of the return being approved. Please allow additional time for your bank or card provider to process the refund.

⚠️ Faulty or Damaged Items

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

  • In most cases, photographic evidence is enough to process a replacement or refund.
  • Please contact us first - we’ll confirm whether a photo is sufficient.
  • If we ask you to return a faulty, damaged or incorrect item, we’ll cover the reasonable cost of return postage. Please contact us before returning the item so that we can confirm the return arrangements.
  • 📧 Email us at info@elusivemousegifts.com.

🚫 Cancellations

Orders may be cancelled if they have not yet been dispatched. Please email us 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

We cannot accept returns if:

  • The item has been used, worn, or damaged after delivery.
  • The return period of 14 days has expired.

💬 Questions?

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