Given the nature of our products, used cosmetics (all skincare, haircare, makeup) and any of our products, particularly where hygiene is a concern (smudge sticks and their holders, exercise mats, wax melts, signature candles and custom fragrance candles included), cannot be exchanged or refunded. Please understand, we cannot exchange or refund custom candles, used or unused. We are happy to offer an exchange but are unable to refund any 'change of mind' purchases.

Should you be unhappy with your purchase, we can issue a 'store credit' which expires within 12 months of the full priced purchase (does not include discounted or on offer products), that can be used to buy any item on our website.

If you receive any products damaged during transit, please contact us at hello@elisarosecompany.co.uk with proof of damage, within 24 hours of receipt and we'll be happy to replace.

We endeavour to accept all returned items, however, please note our policy as follows:

OUR POLICY

• Items must be returned within 14 days from the date of purchase, all returns outside this period will be refused.
• Products must be returned in their original condition / packaging, which means unused and without visible marks.
• Store credit is valid for 12 months only, from date of issue and cannot be used to supplement another offer.
• New purchases using store credit, does NOT include shipping costs. 
• Returns or exchange are not accepted for products purchased using a credit note, on sale items, or gift cards.
• The customer is responsible for covering all costs and tracking, of the return shipment.

If items are ever returned in an unsatisfactory condition not met by the above criteria, Elisa-Rose Company reserves the right to send it back to you, incurring additional costs to yourself.