We hope you love your jewellery, but we understand that sometimes something just isn't quite right.
We offer a 30-day returns policy in addition to your statutory rights. If you change your mind, please contact us within 30 days of receiving your order. Once you have told us you wish to make a return, please send the item back within 14 days.
Please email alison@thehappyelephant.co.uk before sending anything back so we can give you the correct return address and instructions. This also helps us identify your return and process it as quickly as possible.
For returns made under our additional 30-day returns policy, items should come back unworn, unused and in a resaleable condition, free from marks, damage or strong scents such as perfume, body spray or smoke.
Customers buying online also have statutory cancellation rights. In most cases, you have 14 days from receiving your order to tell us that you wish to cancel, followed by a further 14 days to send the goods back.
During this statutory cancellation period, you may inspect and handle an item as you reasonably would in a shop. If an item has been handled beyond what is reasonably necessary and this has reduced its value, we may make an appropriate deduction from the refund.
Customers are responsible for the cost of returning unwanted items to us. We recommend using Royal Mail Tracked 48 and keeping your proof of postage. We would also appreciate it if you could email us the tracking code once your return has been posted.
If you cancel your whole order under your statutory cancellation rights, we will refund the cost of the items together with the original standard delivery charge you paid to have your order sent to you.
If you chose a more expensive delivery option, we will refund only the equivalent cost of our standard delivery service.
If you return only part of your order, the original delivery charge will not normally be refunded where the delivery charge would have been the same for the items you keep.
You are responsible for the cost of returning unwanted items to us.
For health and hygiene reasons, earrings are supplied in a sealed glassine bag with a hygiene seal.
Once the hygiene seal has been broken or removed, we cannot accept the earrings for a change-of-mind return.
If the hygiene seal remains intact, earrings may be returned in accordance with our returns policy.
This does not affect your statutory rights if the earrings are faulty, damaged or not as described.
If an item is faulty, damaged on arrival, incorrect or not as described, please contact us at alison@thehappyelephant.co.uk with your order details and, where possible, a few clear photographs.
Please do not pay to return a faulty item without contacting us first. We will let you know the appropriate return arrangements and will cover reasonable return costs where we are responsible for the return.
Your statutory rights under UK consumer law are not affected by our returns policy.
Once your return has been received, we will inspect it and let you know that it has arrived.
We aim to process refunds within 5 to 7 working days. Refunds will be made to the original payment method.
Where statutory cancellation rights apply, we will refund you within 14 days of receiving the returned goods, or receiving evidence that you have sent them back, whichever is earlier.
Once we have processed your refund, your bank or card provider may take a little longer to show the money back in your account.
When your order total is £120 or more, we include a free gift as a thank-you. The gift applies as long as the value of the items you keep remains at or above £120.
If you make a change-of-mind return and this brings the value of the items you keep below £120, the free gift will also need to be returned.
You're very welcome to keep it instead. If you do, the stated retail value of the free gift at the time your order was placed will be deducted from your refund.
This does not apply if you are returning something because it is faulty, damaged or not as described. In that case, you may keep the free gift and it will not affect the refund you are entitled to receive.
If we have confirmed that your refund has been processed but it has not yet appeared in your account, please check with your bank or credit card provider first, as refunds can sometimes take a few days to show.
If you have done this and the refund is still missing, please contact us at alison@thehappyelephant.co.uk.
We don't offer exchanges, only refunds. It keeps things simpler for us as a small business and helps us process returns quickly.
If you'd like a different item, you can return the original item for a refund and place a new order whenever you're ready.
Please contact us at alison@thehappyelephant.co.uk before sending your return so we can give you the return details.
If an item was marked as a gift when purchased and sent directly to the recipient, please contact us at alison@thehappyelephant.co.uk and we will let you know the options available for returning it.
If the order was not marked as a gift, or the purchaser had it sent to themselves to give to someone later, any refund will be made to the original purchaser using their original payment method.
Because our jewellery is handcrafted from natural materials, repair requests are considered individually.
If your jewellery has been accidentally damaged or has developed wear through use and you would like us to see whether it can be repaired, please email alison@thehappyelephant.co.uk with your name, order details and a few clear photographs of the piece.
Once we have seen the photographs, we will let you know whether we may be able to help and, where applicable, give you an estimate of any repair and postage costs.
For non-fault repairs or assessments, customers are responsible for the cost of sending the item to us and for return postage. If we ask you to send something back, we recommend Royal Mail Tracked 48 and ask that you email us the tracking code once it has been posted.
If you believe your jewellery is faulty rather than damaged through normal wear, accidental damage or misuse, please contact us under the Faulty, Damaged or Incorrect Items section above, as different legal rights apply.
