Returns Policy

Eliza H Accessories Ltd, Company No 17153312. Last updated 1 November 2026.

This policy applies to the Lumière Collection (scrunchies) and the L'Homme Collection (ties). It is written with reference to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCR 2013) and the Consumer Rights Act 2015 (CRA 2015). Your statutory rights are never affected.

1. Your Right to Cancel (Online Orders)

If you buy from us online, you may cancel your order within 14 days of receiving your goods, without giving a reason (CCR 2013, regulations 29 and 30). If your order arrives in separate deliveries, the 14 days run from receipt of the last item.

How to cancel: tell us clearly of your decision. An email to hello@elizahaccessories.co.uk quoting your order number is simplest. You may use the Model Cancellation Form at the end of this policy, but you do not have to (regulation 32). If we fail to give you the required cancellation information, your cancellation period may be extended by up to 12 months (regulation 31).

Returning the goods: send them back to us within 14 days of telling us you wish to cancel (regulation 35). You pay the direct cost of returning them. We recommend a tracked service and keeping your proof of postage.

2. Hygiene Exception (Scrunchies)

Our scrunchies are worn directly on the hair and scalp. Where a scrunchie is supplied sealed, or in sealed gift presentation, for hygiene reasons and is unsealed or worn after delivery, it cannot be returned for a change of mind (CCR 2013, regulation 28(3)(a)). If you want to keep the option to return a scrunchie, please do not open its sealed packaging. This exception never applies to faulty goods.

3. Condition of Returned Goods

Please return goods unused and in their original packaging. For ties, please keep the Eliza H label attached and include the gift box. You may handle and inspect goods as you would in a shop. If you handle them more than that and their value falls, we may deduct that loss in value from your refund (regulation 34).

4. Faulty Goods and Natural Silk

If your goods are faulty, not as described or not fit for purpose, your rights under the Consumer Rights Act 2015 apply, and they are separate from the right to cancel:

•         Within 30 days of delivery (ss.20 and 22): you may reject the goods and receive a full refund.

•         After 30 days and within 6 months (ss.19, 23 and 24): you are entitled to a repair or replacement. If that is not possible or reasonable, you may have a refund or a price reduction.

•         After 6 months: your rights continue, but you may need to show that the fault was present at delivery.

Silk is a natural fibre. Creasing from normal wear, snagging on rough surfaces or jewellery, damage from tying knots in a scrunchie, and damage from not following the care instructions are not faults. Colours may vary slightly from the images on our website because of photography and screen settings, and small variations in shade and sheen are normal in natural silk. A colour that is clearly different from the one you ordered is a different matter, and your statutory rights apply. Scrunchies should be hand washed gently in cool water and dried flat. Ties should be untied fully after each wear, stored loosely rolled, flat or hanging, and cleaned only by a specialist. Please contact us if you are unsure whether something is a fault, and send photographs if you can.

5. How to Return an Item

1.       Email hello@elizahaccessories.co.uk with your order number and the reason for your return.

2.       Pack the goods securely in their original packaging.

3.       Send them to the returns address below, using a tracked service.

4.       Keep your proof of postage until you have received your refund.

Returns address (all couriers accepted, not for correspondence): Eliza H Accessories Ltd, Unit 166459, Courier Point, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FH.

Where the item is faulty, wrong or damaged on arrival, tell us first and we will cover the cost of returning it.

6. Refunds

We refund the price you paid for the goods and the cost of our standard delivery (regulation 34). We refund within 14 days of receiving the goods back or of receiving proof that you have sent them, whichever is earlier. We refund to the original payment method, free of charge. Refunds for faulty goods are made within 14 days of agreeing that the goods are faulty.

7. In-Person Purchases

There is no statutory right to cancel an in-person purchase for a change of mind. Your Consumer Rights Act 2015 rights for faulty goods apply in full.

8. Exchanges

We do not offer exchanges or store credit. If you would like a different item, please return the original under this policy and place a new order.

9. Gifts

If your order was a gift, the refund is made to the person who paid, to the original payment method.

10. Contact

Email: hello@elizahaccessories.co.uk. We aim to reply within 2 working days, Monday to Friday.

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