Refund policy

Last updated: October 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.

Returns at a glance

  • Return window: 14 days from the date of delivery.

  • Condition: unused, unaltered, unwashed, in the original packaging with tags intact.

  • Return address: AP Media Lab LTD (Elliot & Stone Returns), 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.

  • Return postage: paid by the customer for change-of-mind returns. Faulty, damaged, or incorrect items are returned free with a prepaid label we provide.

  • Returns from the United States: our returns address is in the United Kingdom, so a change-of-mind return from the US is an international shipment. You pay the international postage and any carrier fees, which usually cost more than domestic postage. Write "Returned goods" on the customs form. For faulty, damaged, or incorrect items we send a prepaid label, so you pay nothing.

  • Send-back deadline: post the item within 14 days of receiving your returns reference.

  • Refund timing: to the original payment method within 14 days of us receiving and inspecting the return.

  • How to start: email support@elliotandstone.com or call +1 (925) 607-1036 with your order number.

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:

  • 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. Because our returns address is in the United Kingdom, a return from the US is an international shipment, and the customer pays the international postage and any carrier fees.

  • 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.

  • Restocking Fees: No restocking fees are 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 Items purchased at a promotional clearance price are not eligible for change-of-mind returns, except where the item arrives faulty, damaged, or not as described. This does not affect the statutory 14-day cancellation right of UK customers under the Consumer Contracts Regulations 2013, or any other statutory rights you may have.

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, contact our support desk at support@elliotandstone.com or on +1 (925) 607-1036 (7 days a week, 9:00 AM to 9:00 PM UK time) within 14 days of delivery, quoting your order number and the item(s) you wish to return. We will confirm eligibility and send you a returns reference to include inside the parcel. Send your return, using a tracked service, to:

Elliot & Stone Returns
AP Media Lab LTD
71-75 Shelton Street
Covent Garden
London, WC2H 9JQ
United Kingdom

For change-of-mind returns, return postage is paid by the customer and we recommend keeping your proof of postage. Items must be posted within 14 days of receiving your returns reference. For faulty, damaged, or incorrect items we will email you a prepaid return shipping label so no cost is incurred. Returns sent without a returns reference may take longer to process. Once your return is received and inspected we will email you and issue your refund as described in Section 5.

7. Contact Us If you have any questions about returns, refunds, or how to start a return, please contact our support team:

  • Company: AP Media Lab LTD, trading as Elliot & Stone. Registered in England and Wales, Company No. 16914383.

  • Email: support@elliotandstone.com

  • Phone: +1 (925) 607-1036

  • Customer Support Hours: 7 days a week, 9:00 AM to 9:00 PM UK time (GMT/BST)

  • Registered Office and Returns Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

We aim to respond to every enquiry within 24 hours.