Returns Policy

By placing an order through Elmay UK you are agreeing to the terms of sale below. We set these policies to ensure that you are fully aware of our refund, return methods and procedures.

Non-Refundable Items:

Earrings/body piercings and hair accessories cannot be returned regardless of whether the item has been removed from the packaging or not. This is due to hygiene reasons and is in line with health and safety guidelines.

Returns

You have 14 days from the date you receive your order to let us know that you wish to return your item, by emailing contact@elmay.co.uk

To be eligible for a return:

  • The item must be unused, unworn, and in its original condition, including packaging and any included accessories or tags.
  • The return must be initiated within 14 days of receiving your order.
  • You must provide proof of purchase (order number or receipt).

If you have received a free gift with your order, this must also be returned with your order, or the cost will be deducted from your refund amount.

 * Please note, Elmay UK is not responsible for any fees or costs when returning your unwanted items. 

Faulty Item Returns

You have 14 days from receipt of your order to inform us that your item is faulty, please email us within this time period via contact@elmay.co.uk with the following details

  • Your order number, item details, images of issue

Our customer support team will assess the product’s condition and respond to you within 3-5 working. days. We cannot accept returns for items that have been damaged or altered in any way. In such cases, we will not process a refund.

Faulty Item Criteria

(a) faulty and the fault or defect was not pointed out to you before you purchased it or would not have been apparent to you when you inspected the goods before purchase; or 

(b) Not ‘of merchantable quality’, meaning that it is not of the quality that you reasonably expected when you purchased it, bearing in mind the way the item was described to you before your purchase and also the price of the item; or 

(c) Not fit for its purpose, meaning that the item does not do what you reasonably expected it would, and you return the item within a reasonable time after purchase.

Refunds

If your item is eligible for refund this will be credited to your original payment method within 14 days of approval.

Exchanges

We do not offer an exchange service at present, we do offer refunds for change of mind and replacements or refunds for faulty items if eligibility criteria is met.

Christmas Returns

For purchases made between 1st December and 23rd December, we offer an extended return period. All items purchased during this period can be returned using our 14 day return policy up until 15th January, giving you extra time to ensure your gifts are perfect.

Contact Us

Questions about our Returns Policy should be sent to us at contact@elmay.co.uk