Refund policy

Returns Policy

We want you to be absolutely enchanted by your elves! But if things don’t go to plan, you have 30 days from delivery to start the return process. Changed your mind? Just get in touch via our contact page within 14 days of receiving your order and we’ll help you sort it out.

Not-So-Returnable (or Refundable) Items

Some things are final sale:

  • Free gifts or promotional goodies

  • Sale/discounted items/seconds elves


Incorrect or Faulty Items

We’re really sorry if your elf is faulty! I check each one before it ships, but remember these are handmade goods and they are decorations, not toys. If your elf arrives faulty or damaged due to courier mishandling, let me know via our contact form.

What to Do:

  • Take clear photos of the item and packaging.

  • Email us within 7 days of receiving your order with your order number and details.

We'll assess the situation and sort things out ASAP. Thanks for your patience while we work our magic!

Please note: damage from excessive play, accidents, or not following care instructions won’t be considered a fault. We trust you get it, but we have to say it anyway!



Missing Items / Damaged Parcels

Before we consult our crystal ball, have a proper rummage first:

Give your box a thorough once-over - there could be something hiding in the shredded paper.

Snap a few photos of the packaging before it goes in the recycling.
Check for any damaged labels or missing item notices left by the courier.

If something's gone astray or arrived worse for wear, get in touch within 7 days of delivery with your order number and all the details (photos very much included). We'll cast our net and get it sorted.

What If My Parcel Disappears into the Void?

If your order hasn't turned up, has gone missing, or the tracking's gone quiet, drop us a line! We'll point you in the right direction and help track it down.

A note from us:

It's down to you to double-check your shipping details are correct at checkout - if something was wrong or incomplete on your end, we can't take responsibility for a parcel that's gone AWOL. Always worth a second look before you hit confirm!


If you amend your address with the courier once it's already in transit, we can't be held responsible for any losses or theft, since the original order details have been changed after the fact.

Order Cancellation Policy

Had a change of heart? Not a problem! For cancellations made before your order's dispatched, you've two options:

Shop credit: the full value of your order, ready to use whenever you fancy.


Refund: choose this and a 3% cancellation fee comes off the total, otherwise we're left out of pocket.

Just get in touch as soon as you can after placing your order so we can make the switch. Once  we've packed it up, though, we're unable to make any changes - sorry about that!