Terms and Conditions
 

Delivery & Returns Policy

DELIVERY TIMES
 We deliver 5 days a week - Monday to Friday, excluding Bank Holidays and public holidays. For delivery of dresses, please check the dispatch time stated as some of our designs have a 4 week dispatch time.  If for any reason your order is going to take longer than the stated dispatch time, we will contact you to advise an approximate delivery date or refund of your order.

A signature is required on delivery.
 
RETURN AND EXCHANGE POLICY
At Eloise's Secret Closet, we know that you will be happy with the purchase of your dress. However, if for any reason you are not, we will gladly assist you with a prompt return. We offer 100% money back guarantee on eligible items.

PLEASE NOTE CUSTOM MADE DRESSES ARE NON REFUNDABLE
 
Easy Returns
* We allow up to 14 days from the date of receipt to return the merchandise, after this date we are not able to accept returns
* No Restocking Fees
 
Exchanges
Your 100% satisfaction with our product is our number one priority. If you receive a product and need to exchange it for a different size, style or colour, please email us at eloises-secret-closet@outlook.com. We will be glad to assist you in handling your exchange. We will accept exchanges within 14 days of receipt

We will be happy to send any replacement dress for a different colour or size, etc but the shipping costs for us to send an exchange item back to the recipient has to be paid by the customer. The original order will need to be returned by following the Return Procedures below. We will refund or adjust the original payment (excluding shipping) towards the exchange, once the original items are returned and the proper procedures are followed.
 
Refunds
We will gladly refund any eligible items purchased within 14 days of receipt. Upon receipt of the returned items we will refund your money in full less the original postage and packing charges. However, the guidelines below must be followed.
 
Returns Procedure
To return an item please enclose a note mentioning your reason for return with your order number (on your confirmation email) name, address and telephone number. Please note that you will have to pay for postage for your returns parcel.

The address for returns is : 

Eloise's Secret Closet
Ashleigh
Routs Way
Rownhams
Southampton
SO16 8JG

*NOTE: We recommend shipping your parcel back to us using a tracked delivery service to ensure that you can track that the package was safely delivered to us. We cannot be held responsible for parcels that are lost in transit or for parcels that do not reach us. We will also not accept responsibility for packages that are damaged in transist 

Upon receipt of the returned items in the condition described below we will refund your money in full less the original postage and packing charges.


All return merchandise must meet the following guidelines or they will be returned to the customer at their expense:

1. Merchandise must be in unworn, undamaged, in a resalable condition with all original tags attached and returned within 14 days of receipt
All dresses are thoroughly inspected for any sign of being worn including; smoke or food odour, pet hair and picks/runs in fabric. If they cannot be resold items will not be accepted for return.

2. We will not accept returns of items that have been damaged in transit because they were incorrectly packaged. If you have not paid the correct postage on a returned parcel resulting in us having to make a payment to the Post Office, then we will deduct the amount paid from the refund due.

3. All parts and pieces of the dress must be included