We are sure that you will be delighted with your order from us. However, in the unlikely event that anything fails to meet your expectations we will do our best to resolve the problem. Please refer to the relevant sections below and remember to quote your order number in all correspondence with us.
Damaged or Faulty Items
Should your item be damaged or faulty, please contact us within 48 hours of receipt of the delivery. We will offer you a full refund of your purchase including the original and returns postage with our apologies. Alternatively, we would be very pleased to provide you with a replacement, subject to stock availability.
Returns
If you decide that something is unsuitable or was not what you were expecting, we will be pleased to offer you a 7 day money back guarantee provided that the item is in its original packaging and in a saleable condition, less the original postage and packaging cost. Any return postage and packing costs incurred are strictly non-refundable.
Please note that bespoke or personalised items cannot be returned unless faulty or damaged on receipt of goods.
How to Return
Prior to returning any items, please email us at returns@elephanttradingcompany.com letting us know the reason for your return.
All returns must be sent by Royal Mail, Recorded Signed For delivery to the address below:
Elephant Trading CompanyReturns
27 Twinoaks
Cobham
Surrey
KT11 2QW
Please include your name, address and order number with the goods you are returning, plus the reason for returning them. We advise that you retain proof of postage.
We are really sorry but we can't accept responsibility for returns which do not reach us, or are damaged when we receive them back.
Bespoke and Personalised Items
For any bespoke or personalised items we can only accept a return if there is a fault, it is damaged or there is a quality problem.
Refunds
All refunds will be made back to the original method of payment within 7 working days of the receipt of the return. Please note we are not able to refund either original or returns postage and packaging unless the items are damaged or faulty.
Help
If you have any queries or questions about ordering please do not hesitate to contact us.
Please see our Terms and Conditions for full details.
