Terms of Service

Last updated: 2 October 2026

1. Who we are and what these terms cover

eliza-london.com is operated under the trading name Eliza London by Silvercrest Commerce LLC, 75 E 3rd St, Sheridan, WY 82801, USA, company number 2026-001913050. Email info@eliza-london.com, phone +44 7458 107672. These terms apply to every order placed through the website. The version published when you order applies to that order; later changes never apply retrospectively. Nothing in these terms affects your statutory rights as a consumer.

2. How we work

Your order is dispatched to you directly from our fulfilment partner's warehouse in Dongguan, China. Delivery therefore takes longer than from a UK warehouse: 1 to 3 working days of processing and 8 to 10 working days in transit, so no later than 13 working days after you order. Returns go to the same warehouse after you have registered them with us; our Return, Cancellation & Refund Policy sets out the procedure and the estimated cost.

3. Prices

3.1 All prices are in pounds sterling and include VAT. The price at checkout is the total you pay: delivery is free, import VAT and customs duty are included, and nothing is charged on delivery.

3.2 Price changes never affect orders already confirmed.

3.3 Where a price is obviously wrong, we contact you before processing; you may confirm at the correct price or cancel free of charge, and anything paid is refunded in full.

3.4 Where we show a discount against a crossed-out price, the crossed-out price is the lowest price we applied in the 30 days before the promotion began.

4. Your order and our contract

4.1 Confirming your order at checkout places a binding order with an obligation to pay.

4.2 The contract is formed when we send you the order confirmation by email. The contract is concluded in English and we keep a record of it; you may request a copy.

4.3 We may decline an order for a legitimate reason, such as suspected fraud or an address we cannot deliver to; you will be informed and any payment refunded in full.

4.4 If a product turns out to be unavailable, we inform you and offer an alternative or a full refund.

4.5 You may correct or cancel your order free of charge within 15 minutes of placing it. After that it is in processing and can no longer be changed or cancelled; your statutory right to cancel under clause 6 is unaffected.

5. Delivery

5.1 We deliver no later than 13 working days after the order confirmation and in any event within 30 days. If we cannot deliver on time, we tell you and you may set a reasonable further period; if we still fail, you may cancel and receive a full refund without delay.

5.2 Risk passes to you when you, or someone you nominate, physically receive the goods. A parcel lost in transit is resent or refunded in full.

5.3 Please check your delivery address. If delivery fails because of incorrect details, contact us and we look for a solution together.

6. Right to cancel

6.1 Under the Consumer Contracts Regulations 2013 you may cancel within 14 days of receiving your order without giving a reason. We voluntarily extend this to 30 days. Contact us before you send anything back; we then send you the return form and the return instructions.

6.2 The full conditions, the model cancellation form, the return address in China and the estimated return costs are set out in our Return, Cancellation & Refund Policy, which forms part of these terms.

6.3 We refund all payments received from you, including any standard delivery charge, within 14 days after the returned goods have arrived at our warehouse and have been inspected. Proof of posting alone does not entitle you to a refund.

7. Faulty goods and your statutory rights

7.1 Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If they are not, or you received the wrong item, report it within 14 days of delivery with photos so we can resolve it quickly; we then agree a replacement, a partial refund or store credit with you. This time limit does not affect your statutory remedies: you may reject faulty goods for a full refund within 30 days of delivery, and after that claim a repair or replacement and, failing that, a refund, with all costs, including return postage, borne by us.

7.2 These rights apply independently of, and are not limited by, any manufacturer's guarantee.

7.3 Contact us with your order number, a description of the fault and photos, and we resolve it at our expense.

8. Product information

We take care that descriptions, materials, sizing and images are accurate. Minor colour differences can occur because of screen settings; they never affect your right to cancel or your statutory rights where the product does not conform to what you ordered.

9. Payment

9.1 You may pay with the methods shown at checkout. Payment is processed by our payment partner over a secure connection; we never store your full card details.

9.2 No additional product or service is ever added to your order without your express consent.

10. Acceptable use

Use the website for personal, non-commercial and lawful purposes only. Fraudulent use, unauthorised access attempts, distributing malicious code and automated scraping without permission are prohibited.

11. Intellectual property

The content of this website (texts, images, logos, design) belongs to Silvercrest Commerce LLC or its licensors and is protected by intellectual property rights. Copying, distributing or commercially exploiting it without our written permission is not allowed.

12. Reviews and feedback

By submitting a review or feedback you confirm it is truthful and does not infringe third-party rights, and you grant us the right to use it on our website and in our marketing. We publish only reviews whose origin we can verify, and we may remove unlawful or abusive content.

13. Our liability

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any breach of your statutory rights as a consumer, including under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Subject to that, we are liable for losses you suffer that are a foreseeable result of our breach of these terms or our negligence, and not for losses that are not foreseeable or that relate to business use.

14. Events outside our control

We are not liable for delays or failures caused by events outside our reasonable control. Your statutory rights, including the right to cancel if we do not deliver within 30 days, are unaffected.

15. Privacy

We process your personal data as described in our Privacy Policy, including our use of cookies.

16. Complaints, governing law and disputes

16.1 If you have a complaint, contact us first at info@eliza-london.com; we aim to resolve it within 7 working days.

16.2 We are not obliged to use an alternative dispute resolution scheme, but we will consider any reasonable proposal. Free, independent advice is available from Citizens Advice.

16.3 These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you also benefit from the mandatory consumer protection rules of your home nation, and you may bring proceedings in your local courts.

17. General

If any provision is invalid, the remainder stays in force and the invalid provision is replaced by a valid one that comes closest to its intent. The electronic records held in our systems and those of our service providers are evidence of orders, payments and communications between us.

18. Contact

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)
Eliza London, a trading name of Silvercrest Commerce LLC
75 E 3rd St, Sheridan, WY 82801, USA. Company number 2026-001913050
Fulfilment warehouse (returns): Wu Xi, Building 4, 4th Floor, 58 Baiye Road, Dongguan, Guangdong 523000, China