Refund and Returns Policy

This website is owned and operated Emma-Louise Grinsted of 23 South Road, Swanage, Dorset, BH19 2QR, United Kingdom.
Terms such as “I”, “me” and “my” and the names Elouisa and all refer to me, Emma-Louise Grinsted, where they are used in this policy.
By using my website as customer, you agree to be bound by the terms and conditions of this policy.
I reserve the right to change this Refund and Returns Policy at any time and it is your responsibility to check before ordering.

Please also read my Terms & Conditions to make sure that everything is covered!


My refund and returns policy lasts 30 days. If 30 days have passed since your purchase, I can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, I require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted:

  • Cards with obvious signs of use
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 30 days after delivery

Some types of goods are exempt from being returned for a refund where they are specially commissioned or personalised goods.

Refunds on cancelled orders

If you want to cancel an order please contact me immediately to find out if the items have been dispatched or not. If they have been dispatched you will need to return the item. You will unfortunately be responsible for paying the cost of returning the items.

If you cancel an order before it has been dispatched then you will receive a full refund including postage and package costs.


Once your return is received and inspected, I will send you an email to notify you that I have received your returned item. I will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, as soon as possible.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact me.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: Elouisa, 23 South Road, Swanage, Dorset, BH19 2QR.


If you have been given an item from my website that you would like to have refunded, I’m afraid can only offer a refund to the gift giver and they will find out about your return.

Shipping returns

To return your item, you should post it to: Elouisa, 23 South Road, Swanage, Dorset, BH19 2QR.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive an exchange, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact me for questions related to refunds and returns.