Refund policy
Last updated: May 2026
This Return & Refund Policy is published by AP Media Lab LTD,
a company registered in England and Wales, trading as Elliot & Stone, with registered office at 71-75 Shelton Street, Covent Garden, London WC2H 9JQ,
United Kingdom.
1. Return Eligibility & Window We want you to be completely satisfied with your purchase. All return requests must be submitted within 14 days of the date of delivery. To be eligible for a return, items must be unused, unaltered, unwashed, and returned in their original packaging and condition with tags intact.
2. Change of Mind Returns Where a return is requested on the basis of a change of mind, the following terms apply:
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US Customers: In accordance with standard consumer policies, US customers are entitled to a full refund to their original payment method upon receipt and inspection of the returned item. Return shipping is the responsibility of the customer.
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UK Customers: In accordance with statutory consumer rights under the Consumer Contracts Regulations 2013, UK customers are entitled to a full refund to their original payment method. Return shipping is the responsibility of the customer.
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Restocking Fees applied to any return.
3. Faulty, Damaged, or Incorrect Items
In the rare event that an item arrives faulty, damaged, or does not match its description, customers are entitled to a full refund to their original payment method, irrespective of location.
- Visible packaging or shipping damage must be reported within 48 hours of delivery, with photographic evidence of the outer packaging and the affected item.
- Hidden defects or material faults discovered after unboxing or wearing must be reported within 30 days of delivery.
Claims are submitted by contacting our support team at support@elliotandstone.com with your order number. For verified faulty items, Elliot & Stone will provide a prepaid return shipping label so no cost is incurred by the customer.
4. Sale & Clearance Items All items explicitly purchased at a promotional clearance price are considered final sale and are not eligible for standard return or exchange, except in cases where the item arrives faulty or damaged.
5. Refund & Credit Processing Upon receipt and satisfactory inspection of your returned item at our fulfillment network, your refund will be issued to the original payment method within 14 days of inspection. You will receive an automated email confirmation once the refund has been processed. Please allow an additional 3 to 5 business days for the funds to appear in your account, depending on your bank or card issuer.
6. How to Initiate a Return To begin the returns process, please contact our support desk at support@elliotandstone.com quoting your order number. Our team will provide you with a Return Authorization and the designated return shipping address for our fulfillment network. Please do not send items back without prior authorization.
7. Contact Us
If you have any questions about returns, refunds, or how to start a return, please contact our support team:
Email: support@elliotandstone.com
Phone: +44 7943 885599
Customer Support Hours: Monday - Friday, 9:00 AM - 5:00 PM EST
Corporate Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
We aim to respond to every enquiry within 24 hours.