Last updated on 02 September 2025

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged or not as ordered, email helen@ellusedesign.com within 14 days of delivery with:

  • Your order number

  • Photos of the issue (item + packaging)

  • A brief description of what’s wrong

We’ll investigate and repair, replace or refund as appropriate. (Contrado’s own policy also uses a 14-day window for faulty items.)

Don’t send anything back until we confirm the return authorisation and the correct return address. Returns sent without authorisation may be rejected or delayed. (This mirrors how Contrado handles returns.)

Refunds

Refunds are only issued for faulty, damaged or incorrect items once we’ve validated the issue. If approved, we’ll process the refund to your original payment method.

We do not refund for:

  • Buyer’s remorse / change of mind

  • Orders that match the size/colour selected at checkout

  • Normal wear and tear or misuse (same stance as Contrado’s T&Cs).

Exchanges (Size/Colour)

We don’t offer exchanges because every item is made to order.
If you’re unsure on fit, use the size chart on each product page before ordering.

If a product is mislabelled (rare), email within 7 days of delivery with photos and your order number; we’ll replace or refund.

Lost-in-Transit Claims

If your parcel appears lost, contact us:

  • After checking your tracking and with neighbours/local depot

  • Within 30 days of the estimated delivery date for a claim

If the carrier confirms loss, we’ll replace or refund. (Time-boxed claims are standard practice among UK print-on-demand brands.)

Wrong / Insufficient Address

If the address provided is incorrect or insufficient and the parcel returns to our facility, we can re-ship once you confirm the correct address. Re-shipping costs are your responsibility.

Unclaimed Shipments

Unclaimed parcels returned to the facility can be re-shipped; re-shipping costs apply. Unclaimed returns not resolved within 30 days may be donated or recycled.

Hygiene & Non-returnable Items

For health/hygiene reasons, certain sealed items (e.g. face coverings) can’t be returned once unsealed, unless faulty. (Hygiene exceptions are widely recognised in UK/EU law.)

Made-to-Order / Personalised Goods – Your Legal Notice

Most of our products are made to your order. Under the Consumer Contracts Regulations 2013, the usual 14-day “change of mind” right does not apply to personalised or custom-made goods, and to certain hygiene-sensitive items once unsealed. This is why we don’t accept returns for non-faulty items.

If an item is faulty, you still have remedies—hence our 14-day faulty window above. Contrado and other leading UK custom printers follow the same approach.

Return Address

We’ll supply the correct return address in writing after authorising your return. Please do not return items to any address on the parcel label unless we instruct you—this avoids delays or lost parcels. (Matches Contrado’s returns process.)

Production & Delivery Transparency

  • Production: typically 1–3 working days (made in London)

  • Delivery: tracked; timelines shown at checkout
    Times are estimates—peak seasons and courier delays can extend them.

Governing Law

These terms are governed by English law.

Why this works

  • Mirrors Contrado’s faulty-within-14-days position and authorised returns only.

  • States the UK legal exemption for personalised goods clearly (CCR 2013, Reg. 28).

  • Keeps your stronger clauses (wrong address, unclaimed returns) but trims any Contrado.co.uk-specific wording.

If you want, I’ll format this as an FAQ accordion for your shop and wire your email (helen@ellusedesign.com) through the contact links.