You have 14 days, from receipt, to notify the seller if you wish to cancel your order or exchange an item.

Unless faulty, the following types of items are non-refundable: items that are personalised, bespoke or made-to-order to your specific requirements; items which deteriorate quickly (e.g. food), personal items sold with a hygiene seal (cosmetics, underwear) in instances where the seal is broken; digital items.

Additional terms

Delivery Policy: Each product in my shop is made to order and will take approximately 5 days before dispatch. You will receive a notification once your purchase has been dispatched. All parcels are sent via Royal Mail Second Class - unless otherwise stated. After dispatch estimated delivery times are: Standard: UK 2-3 Working Days Europe 5-7 Working Days The rest of the World 7-10 Working Days These are estimated times based on Royal Mail information and some parcels may take a little longer due to the customs processes in different countries. Postal upgrades, such as a 'Signed for and Tracked' are available, this will incur an addition cost. I have added an option to my listings to add UK Guaranteed Delivery or International Tracked and Signed-For services. These options do incur additional costs, your item will be posted using the option you have chosen, however, dispatch dates remain the same - items take approximately 5 working days before dispatch. I will always obtain proof of postage and cannot be held accountable for items that go missing in the post. If your item is delayed after the estimated delivery date (allowing 7 additional working days) please contact me and I will assist however I can. I will only ship to addresses supplied at the Etsy checkout. Please double check the correct delivery address has been entered. I will not send replacement products if an incorrect addresses has been supplied. If a product is returned to me by Royal Mail due to an incorrect address being supplied, I will request that further postage costs be covered by the buyer. International Customers: International buyers are responsible for any import duties or customs taxes/fees incurred in their own country on top of postage. Returns and Exchanges: You (the buyer) have the right to exchange or request a refund within 14 days of receipt of the product(s). Jayne Elizabeth Designs (the seller) must receive notification of your intention to request an exchange or refund within 14 consecutive days of receipt of the product(s), your intentions must be made via Etsy Conversation. You (the buyer) must then dispatch the product(s) back to Jayne Elizabeth Designs and I must receive the product(s) within 14 days of the cancellation notification - items received after this will be dealt with at Jayne Elizabeth Designs discretion. The buyer pays return postage, I recommend you use Royal Mail Tracked option, as I cannot be held responsible for items that go missing in the post. On receipt of the returned product(s) I will either; exchange the product(s) or refund (minus postage costs) within 14 days, refunds will be made via the original payment method. If an exchange option is requested, the buyer is responsible for the further postage costs incurred for sending the replacement product. Please note; product(s) returned must be in their original saleable condition, with no signs of wear. Any signs of wear may result in a deduction from the refund for loss in value of any goods supplied, if the loss is the result of unnecessary handling. In the unlikely event that a product is faulty / defective upon arrival, you may request a replacement of the product(s) or a refund. Please contact me via Etsy Conversation within 48 hours of receiving product(s). I do request that the product(s) be returned to Jayne Elizabeth Designs and that they be returned in their original packaging and in an unused condition. The buyer has the right to cancel an order if Jayne Elizabeth Designs is contacted within 12 hours of purchase, any cancellation after this time will be made at the discretion of the seller. I cannot refund or replace a product that has been chewed by your pet or washed incorrectly. This refund/ exchange policy does not apply to Custom Made products, which cannot be refunded or exchanged.

Please note that if your order is being posted outside mainland UK, you (or the recipient) may have to pay customs or VAT charges and a handling fee. The seller is not responsible for any charges or fees that may incur.

Read the Folksy Returns Policy.