Refund policy

We want you to keep what you ordered because you love it, not because returning it is hard. Here’s how returns work.

Key facts

  • 14 days to change your mind, from delivery
  • 14 more days to send it back
  • Refund in 14 days, including standard delivery
  • Faulty? Free return, full remedy, no time pressure from us
  • Made-to-order pieces: non-returnable unless faulty

Changed your mind?

You have 14 days from the day your order arrives to tell us you’d like to return it. If your order arrives in parts, the 14 days start when the last piece arrives.

The fastest way: sign in to your account, open the order and choose “Request return”. You’ll get an instant confirmation. Prefer email? Write to info@elkendesign.com with your name and order number. 

What can’t be returned for a change of mind

Pieces made to your specification — made to measure, personalised, custom-cut or custom-coloured — can’t be returned unless faulty. They were made just for you, by hand, and can’t go back on a shelf. We’ll always tell you before you buy if a piece is non-returnable.

None of this affects your rights if something arrives faulty, damaged or not as described. 

Sending it back

Once you’ve told us, we’ll confirm the maker’s return address and you have 14 days to send the piece back. Return postage for a change of mind is yours to cover — we recommend a tracked service, since the piece is your responsibility until it arrives.

Feel free to have unpacked and examined the piece as you would in a showroom. We only ask that you take reasonable care, if a piece comes back showing more than that, a deduction may be made from your refund.

Your refund

Your refund is processed within 14 days of the maker receiving the piece back, or, if sooner, within 14 days of you showing us it’s on its way. It goes back to the payment method you used, with no fee, and includes what you paid for standard delivery.

Faulty, damaged or not as described

Different rules, better ones for you. Tell us as soon as you can — through your account or by email — and we’ll sort it with the maker: repair, replacement or refund, whichever the situation calls for. 

Your legal rights here are generous and we honour them in full: a full refund within 30 days of delivery, and repair, replacement or partial refund remedies for up to six months and beyond.

Questions before you order? Ask us first,  honest answers save everyone a courier trip. info@elkendesign.com