Refund policy

Elysia Bliss products are made to order specifically for each customer. Please read this policy before completing your purchase.

Reporting an order problem

Please contact us within 15 days of delivery if:

The item arrived damaged or has a manufacturing defect.
You received the wrong product, size or colour compared with your confirmed order.
The product materially differs from its description on our website.
An item is missing from a multiple-item order.
Tracking shows the parcel as delivered, but you have not received it.

For a parcel that has not arrived and is not marked as delivered, please contact us within 15 days after the latest estimated delivery date shown in our Shipping Policy or order information.

Email support@elysiabliss.com with:

Your order number
A description of the problem
Clear photographs or video showing the item, packaging, shipping label and defect or discrepancy, where applicable

We may request additional information reasonably necessary to verify and resolve the problem.

Replacements and refunds for order problems

When an eligible claim is approved, we will normally provide a replacement at no additional cost.

If a replacement cannot reasonably be provided, is unavailable, or the circumstances justify a refund, we may issue a full or partial refund for the affected item and any applicable shipping charge.

Customers do not normally need to return a damaged, defective or incorrect item. Please do not send any product back unless our support team provides written return instructions. If we require an eligible faulty or incorrect item to be returned, ElysiaBliss will provide instructions and cover the approved return cost.

Refund processing

We will notify you by email when a refund has been approved.

Approved refunds will normally be issued to the original payment method within 5 business days. After we issue the refund, your bank, card provider or payment service may require additional time to make the funds available. This can take up to approximately 10 business days, depending on the payment provider.

Original shipping charges are refundable only when the refund results from an error, defect, damage or other issue for which ElysiaBliss is responsible.

Change-of-mind returns

Because our products are made to order, we do not accept returns, exchanges or refunds for non-defective products because of:

A change of mind
No longer wanting or needing the product
Ordering the wrong product, size, colour or design
Incorrect personalisation or custom information supplied by the customer
An incorrect or incomplete shipping address supplied during checkout
Normal variations that do not constitute a defect or material difference from the product description

Please carefully review product descriptions, measurements, size guides, personalisation details and delivery information before completing an order.

Damage caused after delivery

We cannot provide a replacement or refund for damage caused by misuse, accidental damage after delivery, improper handling, incorrect washing, insufficient maintenance or failure to follow applicable care instructions.

Cancellations

We begin processing made-to-order purchases shortly after an order is placed.

Cancellation requests must be submitted within 2 hours of placing the order. We will approve the cancellation when the request is received within that period and production has not begun.

If an eligible cancellation is approved, the payment will be refunded to the original payment method. After the two-hour period, cancellation might not be possible because production may already have started.

Order modifications

Requests to change a size, design, personalisation detail or shipping address must be made within 2 hours of placing the order.

We will try to accommodate the request if production has not begun. We cannot guarantee modifications after an order enters production or is dispatched.

Please review our Cancellation and Modification Policy for additional information.

Multiple-item orders

Products may be dispatched separately by different fulfilment partners. If only part of a multiple-item order has arrived, please check the tracking information for each shipment before reporting an item as missing.