Refund policy

Refund Policy

Last updated: October 22, 2025

Welcome to Elenastephen.co.uk – thank you for shopping with us! We value your satisfaction and aim to provide you with the best shopping experience possible. Please read our Refund Policy carefully to understand your rights and options regarding returns, refunds, and exchanges.

1. Return Eligibility

You can return items purchased from Elenastephen.co.uk under the following conditions:

• The return request is made within 30 days of the original order date.
• The item must be unused, undamaged, and in its original packaging, including all labels and accessories.
• The product must not be from an excluded brand (see section below).
• Personalized items, underwear, and socks are non-returnable for hygiene and customization reasons.

2. Return Procedure

For UK and EU Orders

To initiate a return, please contact us at hello@elenastephen.co.uk.
Include your order number and specify the item(s) you wish to return.
Once approved, we’ll provide the appropriate return instructions and return address.

Please do not return any items without contacting us first. Unauthorized returns cannot be processed.

4. Return Shipping Costs

• Orders under £80: Standard shipping fee of £9.99 applies.
• Orders over £80: Free shipping and free returns within the UK.

Unless the item is defective or damaged, return shipping costs are the responsibility of the customer.

5. Refunds

Once the returned item is received and inspected, we’ll notify you by email.
If approved, your refund will be issued within 3–7 business days to the original payment method.

Please note:

• Shipping fees (if applicable) are non-refundable.
• If your return does not meet the above conditions, it may be rejected or subject to a partial refund.

6. Exchanges

We currently treat all exchanges as returns.
If you wish to exchange an item (for a different size or model), simply return the original item and place a new order.

7. Damaged or Faulty Items

If your order arrives damaged or defective, please contact us immediately at hello@elenastephen.co.uk within 48 hours of delivery.
Include clear photos of the product and packaging. We’ll arrange a replacement or refund as soon as possible.

8. Contact Us

If you have any questions about returns, refunds, or exchanges, please reach out to us:
📧 Email: hello@elenastephen.co.uk
🌐 Website: www.elenastephen.co.uk