We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@elstouch.com. Please note that returns will need to be sent to the following address:

5A Wickham Lane
Abbeywood
London SE2 0XJ

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted. 

You can always contact us for any return questions at info@elstouch.com.

Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items
Please note that custom-made orders are non-refundable and cannot be exchanged. These items are made specifically for you, and as such, we are unable to accept returns or exchanges on these personalised products. We appreciate your understanding. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. 
If more than 15 business days have passed since we’ve approved your return, please contact us at info@elstouch.com.