Returns & Refund Policy
Last updated: 31 October 2026
At House of Ellwood, we understand that sometimes a piece is not quite right.
We offer a 30-day voluntary return policy for eligible items, in addition to your statutory consumer rights. Nothing in this policy limits the mandatory protections available to UK consumers.
1. Our 30-Day Voluntary Return Policy
You may request a return within 30 days of receiving your order.
To qualify under our voluntary policy:
- Items must be unworn, unwashed and unused, apart from trying them on.
- Items must remain in their original condition, with original tags attached.
- Original packaging should be included where reasonably possible.
- You must provide an order number or other proof of purchase.
These conditions apply to voluntary returns. They do not restrict your statutory cancellation rights or your rights concerning faulty or misdescribed goods.
2. Return Shipping Costs
For voluntary change-of-mind returns, including returns because of size or personal preference, you are responsible for return postage.
For statutory cancellations, you pay the direct return postage costs where we informed you of this before purchase, unless we have agreed otherwise.
For faulty, damaged or incorrectly supplied goods, we cover reasonable return costs where required by law.
We recommend retaining proof of postage and using a tracked service.
3. Your UK Statutory Right to Cancel
For most online purchases, you may cancel without giving a reason from the time you place your order until 14 days after the day you receive your goods.
If goods from one order are delivered separately, the cancellation period generally ends 14 days after the day you receive the last item.
To cancel, send us a clear statement of your decision before the cancellation period expires:
Email: info@houseofellwood.com
Postal address:
House of Ellwood
Redallah Chkifa
Höhenstraße 12
67574 Osthofen
Germany
You may use the cancellation form below, but this is optional. You do not need our approval to exercise your statutory cancellation right.
After notifying us, send the goods back without undue delay and within 14 days, unless we have agreed to collect them.
You may inspect and try on clothing as you would in a shop. We may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. www.legislation.gov.uk
Refunds Following Statutory Cancellation
We will issue your refund without undue delay and no later than 14 days after receiving the returned goods or evidence that you have sent them back, whichever is earlier.
If no goods were supplied, or we have offered to collect them, the applicable deadline is generally 14 days after you notify us of cancellation.
When you cancel your entire order, we refund any standard outbound delivery charge paid. If you chose a more expensive delivery option, we only refund the cost of our least expensive standard delivery option.
Refunds are made to your original payment method unless you expressly agree otherwise. We do not charge a refund administration fee. www.legislation.gov.uk
4. How to Request a Return
Email info@houseofellwood.com with:
- Your order number or other proof of purchase.
- The name used for the order.
- The items you wish to return.
- Your reason, if you wish to provide one.
- A description and photographs of any fault or damage, where available.
Our team will provide return instructions and the appropriate return address.
Please contact us before posting goods so we can direct them correctly. This request does not make prior authorisation a condition of exercising your statutory rights or extend your statutory return deadline.
5. Voluntary Refund Processing
Once your return arrives, we will inspect it and notify you of the outcome.
For approved voluntary returns, we aim to issue refunds within 5–10 business days of receiving your return.
Refunds are normally issued to the original payment method. Your bank or payment provider may take additional time to display the refunded amount.
These estimates do not override statutory refund deadlines.
6. Faulty, Damaged or Incorrect Items
If an item arrives faulty, damaged or different from its description, contact info@houseofellwood.com with your order number and details of the issue.
Photographs can help us investigate, but providing photographs is not a condition of your statutory rights.
Under UK consumer law, you generally have a 30-day short-term right to reject goods that are faulty, misdescribed or unfit for purpose and receive a refund.
After that period, you may still be entitled to a repair or replacement and, in appropriate circumstances, a price reduction or refund. These rights continue independently of our voluntary return policy.
We cover the reasonable costs of the remedy where required by law. Where you exercise a statutory right to reject goods, refunds are issued without undue delay and within 14 days of our agreement that you are entitled to one. www.citizensadvice.org.uk
7. Exchanges
If you would like another size, colour or style, please contact us.
Voluntary exchanges depend on stock availability and the return conditions above. Where a direct exchange is unavailable, you may return an eligible item for a refund and place a new order.
You are not required to accept an exchange or store credit where you have a statutory right to a refund.
8. Exclusions from Voluntary Returns
We may decline a voluntary return where:
- An item has been worn beyond trying it on, washed or altered.
- An item has been damaged after delivery through misuse.
- Original tags are missing or the item otherwise fails to meet our voluntary return conditions.
- The return request was made more than 30 days after delivery.
These exclusions do not override your statutory rights.
Certain goods may be excluded from the statutory change-of-mind cancellation right, including genuinely personalised goods and sealed goods unsuitable for return for health or hygiene reasons once unsealed, where the legal conditions are met. Such exceptions do not remove your rights concerning faulty or misdescribed goods. www.gov.uk
9. Lost or Delayed Returns
Keep your postage receipt and tracking details until your return is resolved.
If your return appears delayed or lost, notify us so we can review the available information. You may also need to contact the postal provider.
For statutory cancellations, proof that you sent the goods back can trigger the refund deadline described above. We will not automatically require you to wait until a carrier investigation is completed.
10. Cancelling Before Dispatch
To cancel an order, contact info@houseofellwood.com as soon as possible.
We will try to stop dispatch. If your order has already entered processing or shipped, we may be unable to stop the parcel.
This does not remove your statutory cancellation right. You may need to return the goods after delivery.
11. Model Cancellation Form
You may complete and send this form to cancel your purchase. Using it is optional.
To:
House of Ellwood
Redallah Chkifa
Höhenstraße 12
67574 Osthofen
Germany
Email: info@houseofellwood.com
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Product(s): ______________________________
Order number, if available: ______________________________
Ordered on / received on: ______________________________
Consumer name(s): ______________________________
Consumer address: ______________________________
Date: ______________________________
Signature: ______________________________
Only required if submitting this form on paper.
12. Contact Us
Email: info@houseofellwood.com
Website: houseofellwood.com
Please contact us before returning an item so that we can provide the appropriate return instructions.
Customer support hours: Monday–Friday, 8am–5pm UK time (GMT/BST as applicable).
We aim to respond within 24 hours. Our response time does not extend or restrict statutory cancellation, return or refund deadlines.
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