Refund policy
Effective Date: 5 May 2026
At Elthorne Bridge Atelier, we aim to provide a seamless shopping experience. Please read our policy carefully to understand our approach to returns and exchanges. By making a purchase, you agree to the following terms:
Our Policy
1. Return policy
We want you to love your pieces, but if you’re not satisfied with your purchase, you may return eligible items under the following conditions:
Items must be returned within 10 days from the delivery date.
Products must be in their original packaging with all tags attached.
Items should not have been worn, washed, or altered and must be in a sellable condition without marks or stains.
Refunds are offered to your original payment method for items returned within 10 days of delivery. Please note that returns that do not meet the above requirements will not be accepted.
Returns Process
For the UK, returns are free. Simply email us at info@elthornebridge.com with your order number and contact details to receive a downloadable label. Then you can drop the package at the nearest drop off store.
For the rest of the world, please note that returns are not free, so you will be responsible for the postal fee, and you can initiate the process by emailing us for further instructions. We can advise few shipping companies in your area, but it’s fine, if you want to use your option.
Please ensure your returned items are sent via a tracked service to prevent loss during transit. Retain proof of postage until you receive your refund notification. Should you have any inquiries or require assistance with your return, feel free to reach out to us.
Returns are offered to your original payment method for items returned within 10 days of delivery. Please note that returns that do not meet the above requirements will not be accepted.
2. Exchanges
Exchanges are available within 10 days of receipt. Items must be returned in their original condition, unworn, unwashed, and with all original tags and packaging intact. Customers are responsible for the cost of return shipping for exchanges unless the item is faulty or not as described.
3. Store Credit
If you are unsure about exchanging for another item, we offer store credit for the value of your returned item. Store credit will be issued once the returned item is received and inspected.
4. Faulty Items
In the rare case that you receive a faulty item, we will address the issue as follows:
• Inspection Process: Faulty items must be returned for inspection. Once reviewed, we will determine if the fault occurred during production or shipping.
• Resolution: If the item is confirmed to be faulty, we will replace it with the same product (subject to availability) or issue store credit for its value.
• Evidence Requirement: Customers must email info@elthornebridge.com with their order details and clear photos of the issue before the return is initiated.
• Exclusions: Faults resulting from misuse, improper care, or normal wear and tear are not eligible for return or exchange.
How to Request an Exchange
1. Email us at info@elthornebridge.com with the following details:
• Order number
• Reason for the exchange
• Item(s) you wish to exchange or return
2. Ship the item(s) back to us within 10 days of initiating the request.
Additional Notes
• Non-Returnable Items
Items that have been worn, washed, stained, or damaged, as well as those without original tags and packaging, cannot be returned. If you receive damaged or faulty items, please contact us within 2 days of delivery at info@elthornebridge.com
Processing time
Exchanges and store credits will be processed within 7 business days of receiving the returned item.
If you have any questions about our Return and Exchange Policy, please reach out to us at info@elthornebridge.com. Thank you for shopping with Elthorne Bridge Atelier.