How Can We Help?

How long will my order take to arrive?

Most orders are estimated to arrive within 7–20 days from the date you place your order. This includes production and delivery time, rather than being 20 days on top of production.

Because our products are made to order and travel through different fulfilment networks, actual delivery times can vary. We'll provide tracking information where available.

For full details, see our Shipping & Delivery policy.

Where will my order ship from?

We work with production and fulfilment partners in different locations around the world. Where your item is made and dispatched depends on the product and the fulfilment arrangements available for your order.

This means your parcel may not necessarily come from the same country as another item you've ordered.

Will all my items arrive together?

Not necessarily! Different products may be made or dispatched by different fulfilment partners, so your order might arrive in more than one parcel.

If that happens, parcels may have separate tracking information and arrive on different days. Don't worry if one item turns up before the others.

Will I have to pay customs duties or import fees?

For orders delivered to our main markets—currently the UK, EU, USA, Canada, and Australia—we use duties-paid shipping arrangements for all the products we currently offer.

This means applicable import duties and taxes are arranged as part of the delivery process, so you shouldn't normally have to pay additional import charges when your parcel arrives.

Shipping arrangements may differ for destinations outside these markets. Any applicable charges or delivery arrangements will be shown at checkout where available.

If you're unexpectedly asked to pay an additional customs or import charge, please contact us so we can investigate.

Can I track my order?

Where tracking is available, we'll provide the tracking details once your order has been dispatched.

If your order contains items shipped separately, you may receive more than one tracking number. Tracking updates can sometimes take a little while to appear after dispatch.

What if my order is late or missing?

If your order hasn't arrived within the estimated delivery window, or tracking suggests something may have gone astray, please get in touch.

Include your order number and any tracking information you have, and we'll investigate with our fulfilment and delivery partners.

We'll do our best to help get things sorted. Your statutory consumer rights are unaffected by delivery delays or problems.

Will the colours look exactly like the pictures?

We do our best to show our designs as accurately as possible, but colours can look slightly different depending on your screen, device settings, and display.

Our products are printed to order, so there may also be minor variations between individual items. We think that's part of the charm of things made just for you—but we always aim for the finished product to reflect the design you've chosen.

What materials are your products made from?

It depends on the product! We work with a range of materials and finishes, from fabrics and canvas to synthetic leather-style materials and other practical everyday finishes.

You'll find the relevant material and construction details in each product description. If there's something specific you'd like to know before ordering, just get in touch.

What does Verso mean?

Verso is our name for signature designs that feature different, yet coordinated, artwork on the front and back of a product.

Inspired by the traditional terms recto and verso for the front and reverse of a page, these designs give both sides a little personality of their own. Because why should one side get all the attention?

Look out for the Verso label in product descriptions!

How should I care for my product?

Care instructions vary depending on the product and its materials. You'll find any specific care recommendations in the relevant product description.

As a general rule, follow the instructions provided, avoid harsh cleaning products unless specifically recommended, and don't assume that something is machine washable or waterproof just because it looks sturdy.

If you're unsure how to care for a particular item, give us a shout before attempting anything adventurous.

Do you offer gift wrapping?

We want your order to arrive looking lovely, but our products are currently fulfilled through external production and delivery partners. Gift packaging options may therefore vary by product and fulfilment route.

Can I return something if I change my mind?

In many cases, yes! For eligible online purchases, customers in the UK generally have 14 days from receiving their order to tell us they wish to cancel, followed by a further 14 days to return the goods.

The statutory rights of your country may differ, and are not altered by our baseline policies.

Items should be returned in a condition that allows them to be inspected, as you would reasonably inspect something in a shop. You may be responsible for return postage for a change-of-mind return.

Some exceptions apply, including genuinely personalised or customer-specified products. These will be clearly highlighted in the product listing where relevant.

For the full details, see our Returns & Refunds policy.

 

What if my item arrives damaged, faulty, or incorrect?

That's not how things should go, and we'll help put it right.

Please contact us with your order number and a description of the problem. Photos are helpful where something is visibly damaged or incorrect, as they can help us investigate with our fulfilment partners or shipping providers.

We'll work with you to find an appropriate solution in line with your consumer rights. You won't be expected to resolve a manufacturing or fulfilment problem directly with our suppliers.

 

How do I request a return?

Get in touch with us before sending anything back. Let us know your order number and whether you're requesting a change-of-mind return or reporting a problem with your item.

We'll explain the next steps and provide the relevant return instructions.

Please don't send products to the address printed on a parcel without checking with us first, as returns may need to go to a different location.

 

When will I receive my refund?

Once a return has been received, we'll process your refund using the original payment method, unless another arrangement is agreed with you.

For eligible statutory cancellation returns, refunds are generally due within 14 days of receiving the returned goods or receiving evidence that they've been sent back, whichever happens first. Other types of refund may follow different arrangements depending on the circumstances.

Your payment provider or bank may need additional time to show the refund in your account.

 

Can I exchange an item?

We don't currently offer direct exchanges. If you'd like a different product or design, you can usually place a new order once your original return or refund has been arranged.

If your item is faulty or incorrect, please contact us first so we can help with the appropriate remedy.

 

Do sale items qualify for returns?

Sale prices don't remove your consumer rights. Faulty, damaged, or incorrectly described products remain covered by applicable consumer protection laws.

Any change-of-mind return rights that apply will also continue to apply to sale products. See our Returns & Refunds policy for details.

 

How do I contact you?

We're a small independent business, so when you get in touch, you're talking to a real person rather than a mysterious customer-service department hidden behind seventeen automated menus.

For questions about orders, products, or returns, email us at support @ elegantdisaster.com and include your order number if you have one.

You can also use our handy contact form.

We'll get back to you as soon as we can.