Refund policy

Cancellation:

Please contact me immediately at ekmakesuk@gmail.com. If your order has not been shipped yet, I will gladly provide a full refund. However, any item(s) that have already been shipped will not be eligible for a refund after this time.

Returns:

If you are not happy with your purchase, we accept returns on eligible items* within 14 days of receiving your order, please email me at ekmakesuk@gmail.com with your name and order number to start the return process. To be eligible for a full refund, we need a proof of purchase, all items must be returned in their original packaging, in perfect and unworn condition, there should be no visible signs of use (ie: trace of perfume, scents, or scratches...). Please ensure that the items are securely packaged before sending them back to us. If the items arrive broken, we can only issue a refund of 50% of the original purchase price.

Unfortunately, we are unable to refund the shipping fees, and customers will be responsible for the cost of returning the items. We cannot be held responsible for lost packages and recommend using a registered or trackable shipping method.

*eligible items: please note that certain items, such as earrings, made-to-order pieces, unique pieces and sale items are not eligible for return due to hygiene reasons. If you have any questions about these items, please contact us before placing your order, and we will be happy to assist you.

Delayed items:

If there is a delay in receiving your item, please note that a refund will not be offered. I strive to ship all orders within 7 working days, but once the package is in the postal system, any delays are beyond my control.

Lost items:

It is crucial to ensure that all postage information is accurate and that your address details on platforms like PayPal are up to date. If your tracking information indicates that your item has been delivered but you have not received it, please check with your local post office. If you have already done so without success, I will make an inquiry with the postal service on your behalf. However, please understand that I am not responsible for items lost in the post, and refunds may not always be offered in these situations. I will do my best to find a solution for you. 

Missing, incorrect or faulty items:

Please inspect your order as soon as you receive it and notify me within 48 hours, at ekmakesuk@gmail.com,  if any items are missing or incorrect. If you have added personalisation to an item, please double-check that all spelling is correct, I will not provide an exchange for errors that are not my fault. Refunds or replacements will be considered on a case-by-case basis.

We make sure that each order is carefully checked and packed to ensure its quality, safe delivery and arrival in perfect condition, however if you receive a faulty or broken item, please email me at ekmakesuk@gmail.com within 48 hours, with the order number, an explanation of the issue and picture(s) evidence of the packaging and the item. Please understand that I cannot process a refund if you contact me two weeks after receiving your order.