Refund policy

Returns

We have a 30-day return policy, which means you have 30 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 and unused with its original packaging. You'll also need the receipt or proof of purchase.

We really hope you love your product, however if an item needs to be returned or if you are not entirely happy, please email us on hello@elliehooiillustration.com to start a return. We will need your order number, name and the email address that was used to place the order and the reason for refund/exchange or return request.

If your return is accepted, we’ll get in touch as soon as possible with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not United Kingdom, shipping your goods may take longer than expected.

You can always contact us for any return questions at hello@elliehooiillustration.com.

Damages and Issues

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

Bespoke items cannot be returned. 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 to 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 too.

If your return is accepted, we will refund the price of the products in full. Unfortunately, we cannot cover the cost of return postage.

If more than 15 business days have passed since we’ve approved your return, please contact us at hello@elliehooiillustration.com.

 

Cancellations 
If you made a mistake on your order or simply wish to cancel the order, please email us as soon as possible on hello@elliehooiillustration.com we can then cancel your order prior to dispatch. Please provide your order number and full name so we may process this in a timely manner.