REFUNDS, RETURNS & REPAIRS
We accept returns within 30 days of purchase.
We can only accept returns that come back in a resaleable condition. This means unworn, unused, free from marks, damage, or strong scents such as perfume, body spray, or smoke.
Please contact us at: alison@thehappyelephant.co.uk before sending any return. We'll give you the return address and instructions. Items sent back without prior agreement may not be accepted.
Customers are responsible for return postage costs unless the item is faulty or not as described. Please use Royal Mail Tracked 48 and keep your proof of postage, as we cannot be responsible for items lost in transit. We would also ask that you email us with the Tracked 48 tracking code.
Refunds will be processed back to your original payment method within 5–7 working days of us receiving your item.
In certain situations, such as when returned items show signs of wear, use, or damage not present at the time of sale and posting, we may offer a partial refund.
For hygiene reasons, earrings can only be returned if faulty.
Once a return is received and inspected, we will notify you of this by email. We will also notify you of the approval of the refund or not. If approved a refund will be processed, and a credit will be applied to your credit card or original payment method within a few days.
FREE GIFT WITH ORDERS OVER £120
When your order total is £120 or more, we include a free gift as a thank-you. Because it's tied to reaching that total, it applies as long as your order stays above £120.
If you return part of your order and it brings your total below £120, the free gift no longer applies. You're very welcome to keep it — in that case, its value will be deducted from your refund. Or you can send it back with your return and we'll refund you in full.
This doesn't apply if you're returning something because it's faulty or not as described. In that case you keep the gift and receive your full refund.
REFUNDS — MISSING/LATE
Before emailing us about a late or missing refund, we suggest you contact your bank or credit card provider, as it can take some days for the refund to appear back in your account. However, if you have done this and the refund has not been received, please contact us at: alison@thehappyelephant.co.uk
EXCHANGES
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 your order for a refund and place a new one whenever you're ready. Please do not return your item before emailing us first at alison@thehappyelephant.co.uk so we can guide you through the process.
GIFTS — ORDERS BOUGHT AS A PRESENT
If your item was marked as a gift order when purchased and sent directly to you, you'll receive a gift credit for the value of the returned item. Once we've received the item back, we'll email you a gift certificate.
If the order was not marked as a gift, or the gift-giver had it sent to themselves to pass on to you later, we'll refund the gift-giver instead — which means they'll learn about the return.
REPAIRS
Because our jewellery is handcrafted from natural materials, all repair requests are reviewed on a case-by-case basis. If you need to get in touch about your jewellery, please email: alison@thehappyelephant.co.uk with your name, order details, and a few clear photographs of the piece.
After reviewing the photographs provided, we will let you know whether we may be able to help and, where applicable, provide an estimate of any repair costs and return postage charges.
Customers are responsible for the cost of sending items to us for repair or assessment, as well as the return postage costs. If we ask you to return an item, we recommend sending it via Royal Mail Tracked 48 rather than Tracked 48 with signature, and emailing us the tracking code once it has been posted.
