Cancellation Rights

  1. We hope that you are delighted with your order, however, because you are a consumer and have purchased your Product online, you have a legal right to cancel your Contract under the Consumer Contracts Regulations 2013 from the date of the Dispatch Confirmation (the date on which we e-mail you to confirm our acceptance of your order) until the date which is 14 days after you receive the Products. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the Contract and receive a refund.
  2. Your right to return goods does not apply to goods (i) made to your specification; or (ii) which have been clearly personalised (eg by being engraved) or (iii) which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly or (iv) where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.
  3. To cancel a Contract, you just need to let us know that you have decided to cancel. If you wish to do this please contact us.  In addition, you can also contact our Customer Services Team on: +44 (0) 28 9581 9913 (Monday - Friday 9am - 5pm). Excluding Bank Holidays) or by email. If you are e-mailing us or writing to us please include details of your order to help us to identify it.

ELIZA GRACE LIMITED - ONLINE RETURN POLICY

We hope that you will be delighted with your order from Stories by Eliza Grace, however, if for any reason, you are not entirely satisfied or you wish to cancel your order, you may return it for a refund within 14 days of delivery so long as it is unopened and in its original condition.

To return a product, please contact our customer service team on info@elizagrace.com to notify them of your intent to return the item, and confirm our approved courier details. Returns will only be accepted via this procedure as we cannot guarantee the safety of the products with anyone other than our approved couriers.

We will then issue a refund or offer an exchange once the product has been received and if it meets our conditions for resale. We cannot accept returns which have been used, altered or damaged.

If you receive a product which has been damaged during delivery or appears to be faulty please contact our Customer Service Department within 7 days of receiving your order for their assistance with a return or exchange.

All returned goods will be examined upon receipt. We will not provide a full refund if the goods show signs of unreasonable use, we will make a determination, at our reasonable discretion, whether a product claimed to damaged or defective was delivered in that way.  In such circumstances, we will notify you via telephone or e-mail that a reduced refund amount will be available, or you can choose to arrange for such goods to be returned to you within 28 days of our notification.

Please do not destroy or throw away any product, even if you suspect it to be faulty, before you have spoken to our Customer Service Department. Doing so may affect any refund or replacement that you may be entitled to.

Refunds & Exchanges

Refunds will be processed onto the same card used to make the original purchase.

Only products purchased through the elizagrace.com website may be returned to the company in accordance with this return policy. We reserve the right to refuse to refund or exchange any product that does not meet the above requirements.

Any website offering Stories by Eliza Grace products at a discounted price are not Authorised Stockists which means there is no way for us to verify the product and could be tampered, fake or defective.

The only guaranteed legitimate online STORIES by Eliza Grace products are only those found on www.elizagrace.com or the official online retail website of an Authorised Stockist.

With luxury products, there is always a risk of counterfeit products finding their way into the market, and therefore to ensure your purchase is genuine you must only purchase from either www.elizagrace.com or one of our Authorised Stockists.

N.B. We have no way of verifying the legitimacy of any STORIES by Eliza Grace product purchased from any Unauthorised Stockists; products purchased from Unauthorised Stockists are done so entirely at the purchasers own risk; STORIES by Eliza Grace will not accept returns, exchanges, or complaints regarding any purchases made from Unauthorised Stockists.