Refund policy

Returns, Refunds & Cancellation Policy

At Elisella, we strive to ensure that you are completely satisfied with your purchase. If you have any concerns regarding your order, our friendly customer service team is here to assist you.

Returns & Refunds

• Since personalised items are made just for you, we’re unable to accept returns or exchanges (unless faulty).

• Non-personalised products can be returned within 14 days of receiving your order for a refund or exchange.

• Items must be returned in their original condition, including packaging and accessories.

• The return process postage is covered by the customer. 

• If you receive a damaged or defective item, we will send a replacement at no additional cost.

• Refunds will be processed within 2-7 business days after receiving the returned item.

To initiate a return or if you have any issues with your order and require a replacement, please contact our customer service team through our Contact Page, and we’ll be happy to assist you. 

Order Cancellations

• Orders for personalised items cannot be cancelled after 24 hours of placing the order, as production begins shortly after.

• Non-personalised orders can be cancelled before dispatch. Please reach out to our customer service team as soon as possible if you need to cancel an order.

For any further assistance, feel free to contact us—we’re happy to help!

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