Terms & Conditions
All items by ElleLights are Hand Painted/Handmade and therefore no two items will be identical.
Custom and MADE TO ORDER items are NON RETURNABLE and CANNOT BE CANCELLED once placed due to the custom and made to order processes involved unless faulty.
International Orders:
Will be shipped via Royal Mail International Tracked & Signed and are also NON RETURNABLE and CANNOT BE CANCELLED once placed due to the custom and made to order processes involved unless faulty.
All orders will be dispatched as soon as possible & should be within 3 – 14 working days from cleared payment. UK orders are sent via tracked delivery. Occasionally we may use signed for delivery at no extra cost to the customer.
International customer delivery times will take longer depending on the destination & are sent via Royal Mail International tracked. All International customers will receive an email to confirm the exact date of dispatch.
Royal Mail state that parcels will be delivered from 5-7 working days but this is not a guarantee.
Due to parcels sometimes being held in customs for a period of time we allow 25 working days before it is considered lost.
It is important for International customers to note that Customs issues are entirely out of our control. Customs are government agencies that we cannot contact to attempt to expedite your parcel. If a parcel is delayed in Customs, they will be in contact with the designated recipient to advise as to the nature of the delay and will provide the necessary course of action to resolve the matter. Please note that imported goods may well be subject to import duties and taxes which will need paying before parcels will be released for delivery.
All our items are carefully packed & tested prior to dispatch. Each item is individually bubble wrapped in high quality postal boxes to reach you in perfect condition.
If you have not received your order within 14 working days of being dispatched please contact us where we will investigate the matter further.
Please note this does not apply to international customers as delivery can take longer to reach the destination.
We must be notified of damaged or faulty items as soon as possible. Should an item become damaged or is faulty we will either send a replacement or will arrange a full refund as soon as we have received the item back.
Damaged or faulty items must be received back first for inspection in the original packaging if possible. You the consumer will be responsible for the safe return of goods and we cannot be held responsible for items lost in the post. We would advise using tracked delivery.
If the item is found to be faulty the actual cost of returning the item will be refunded but we cannot refund postal costs if you choose to use a service which is higher than the original cost.
If the item is found to be faulty or damaged in the postal system we will either:
Send out a replacement item to you & refund the return postage (subject to paragraph above)
Or give you a refund on the cost of the item + your return postage charges.
We cannot provide a replacement item until we are in receipt of the original one sent.
If you are dissatisfied with your purchase for any reason or wish to cancel your order please contact us as soon as possible by Email
We will arrange a full refund of the purchase price within a maximum of 30 days, subject to the following:-
You must notify us of your wish to cancel within 14 working days of receipt of delivery of the goods purchased.
You are responsible to take reasonable care in returning the goods unused and in good condition in their original or suitable packaging, to ensure that returned goods can be sold again as new.
You are responsible for the return postage costs.
Customised or special orders may not be returned or exchanged.
All orders will be shipped out as soon as possible on receipt of cleared payment.
Please allow up to 14 working days for large orders. An email to confirm the exact date of dispatch will be sent.
If your goods have not been delivered within 14 working days please contact us.
Please note this does not apply to international customers as delivery can take longer to reach the destination.