Return & Refund Policy
Last updated: 5 October 2026
Eliza London is a trading name of Silvercrest Commerce LLC, 75 E 3rd St, Sheridan, WY 82801, USA, company number 2026-001913050.
Your right to cancel, extended to 30 days
Under the Consumer Contracts Regulations 2013 you may cancel your order within 14 days of receiving it, without giving a reason. We voluntarily extend that period to 30 days for every customer, on the same terms. The period starts the day after you, or someone you nominate (not the carrier), receive the goods; if the items in one order arrive separately, it starts the day after the last item arrives.
Always contact us before you send anything back
Every return starts with a message to us: email info@eliza-london.com with your order number and the items you are returning, or call +44 7458 107672. We register your cancellation and send you the return form and the return instructions. Please do not post anything before you have them: a parcel that reaches our warehouse without a registered return cannot be matched to an order and cannot be processed until you have registered it with us. You may also use the model cancellation form at the end of this policy as your notice; we then send you the return instructions. The deadline is met if you send your notice before it ends.
How the timeline works
- Day 0: your parcel is delivered.
- Days 1 to 30: tell us you are cancelling and register your return. Any clear statement will do.
- Within 14 days of telling us: post the goods back, following our return instructions. Handing the parcel to the carrier within those 14 days is enough.
- Within 14 days of your parcel arriving at our warehouse: we inspect the goods and refund you.
Where to send the goods
To our returns warehouse in China:
Wu Xi, Building 4, 4th Floor, 58 Baiye Road, Dongguan, Guangdong 523000, China
Our return instructions confirm the address and tell you what to include in and on the parcel, including the completed return form. Follow them exactly so your refund can be processed quickly.
The cost of returning, before you order
If you cancel because you have changed your mind, you bear the direct cost of returning the goods to China. Expect roughly £18 to £26 depending on carrier and weight, plus any customs declaration the carrier requires for export. Use a tracked service and keep your proof of posting until your refund has been made: we refund only after the goods have arrived at our warehouse and have been inspected.
Trying on and condition
Try the goods on as you would in a shop. If an item comes back with signs of wear or use beyond trying on, such as stains, odours, washing, pilling or damage, its value is diminished and we deduct a corresponding amount from your refund, as the Consumer Contracts Regulations allow. We never reject a return for missing tags or missing original packaging.
Your refund
When the goods arrive at our warehouse, we inspect them to check they are complete and in the right condition. We then refund all payments received from you, including any standard delivery charge (our standard delivery is free), within 14 days of receiving the goods, less any deduction for diminished value as described above. Refunds are made only after the goods have been received and inspected; proof of posting alone is not sufficient. The refund goes to the payment method you used, at no cost to you, with a confirmation email when it is sent; your bank may take a further 3 to 5 working days to show it.
Cancelling your order
You can cancel your order free of charge within 15 minutes of placing it: contact us straight away. After those 15 minutes the order is in processing and can no longer be cancelled or changed. Your statutory right to cancel is unaffected: once the goods arrive, cancel using the process above, or refuse the delivery, which we treat as a cancellation.
Faulty, damaged or incorrect goods
Report it within 14 days of delivery: email your order number, a short description and clear photos of the item and the packaging, so we can resolve it quickly. We then agree a solution with you: a replacement, a partial refund or store credit, depending on the problem. For a confirmed faulty or incorrect item, any return postage is at our expense. Your rights under the Consumer Rights Act 2015 are unaffected by this time limit: goods must be of satisfactory quality, fit for purpose and as described, and you may reject faulty goods for a full refund within 30 days of delivery, or claim a repair, replacement or refund after that, for up to six years (five in Scotland).
Exchanges
Register a return as described above and place a new order for the size or colour you want; that is the fastest way to exchange.
Questions?
We respond within 24 hours on working days.
Email: info@eliza-london.com | Phone: +44 7458 107672
Customer service: Monday to Friday 9am to 5pm, Saturday and Sunday 11am to 4pm (UK time)
Trader: Silvercrest Commerce LLC, 75 E 3rd St, Sheridan, WY 82801, USA. Company number 2026-001913050.
Model cancellation form
(Complete and return this form only if you wish to cancel the contract. Send it to info@eliza-london.com; we then send you the return instructions.)
To: Silvercrest Commerce LLC (Eliza London), 75 E 3rd St, Sheridan, WY 82801, USA, info@eliza-london.com
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods: ______
Ordered on [*] / received on [*]: ______
Order number: ______
Name of consumer(s): ______
Address of consumer(s): ______
Signature of consumer(s) (only if this form is notified on paper): ______
Date: ______
[*] Delete as appropriate.