Delivery and returns:
Delivery charges are calculated based on the size of the selected items.
If you live locally, you can select the collection option to collect from either Biddulph Moore or Leek Vintage Market. Select the Collection option at checkout and you will be contacted personally by Elsie, to arrange a collection time.
Refunds and returns:
Missing Items
If there is an item missing from your order, please report this to our team by completing the Contact us form and we will investigate the issue further for you.
If an item is missing, please check the parcel it has arrived in for any damage or any signs that this has been tampered with. Upon receipt of the parcel, if you see that there is any damage to the packaging or it appears to have been tampered with, please check the contents before signing for the parcel.
Faulty Item
Please report any faults with your item(s) to our team by completing the Contact Us form. Please specify the item(s) affected and the fault with the item. Please do not dispose of any item(s) or packaging until we have responded, as we may need to examine or investigate further.
I’d like to change my order
Our aim is to process and pack your order as soon as possible, to get it on its way to you. There is a small amount of time where we may be able to amend your order. We might be able to amend your address, swap, cancel and add items or change the shipping option but this is only possible for a short time before the order has been picked and packed by our dispatch team. If you wish to amend an order, contact us via the contact us form and we will get back to you as soon as possible.
I’d like to cancel my order
Our aim is to process and pack your order as soon as possible, to get it on its way to you. There is a very limited amount of time after an order has been placed, when we may be able to cancel your order, but this is not guaranteed. If you wish to cancel an order, contact us via the Contact Us form and we will get back to you as soon as possible.
Wrong Item
We apologise if there has been an error with your order and you have received an incorrect item. Please report any instances of wrong items to our customer service team by completing the Contact Us form and we will get back to you as soon as possible.
Returns
Due to the unique nature of the items sold on Elsie’s Vintage, we are unable to accept returns of items brought. If you receive a damaged item please fill out the contact form and we will get back to you as soon as possible.
You have a right to cancel your order within seven days of receipt of the goods. You will have your payment returned if you notify us through our Contact Us form within 14 days of receipt, and return your products unopened and undamaged within 14 days of notifying us. 14-day money-back guarantee applies to products opened or partially used. If you wish to have a refund (within 14-days of placing your order) please let us know why using our Contact Us form, and return your product to us as described below.
We cannot accept returns or replacements on overly used products. Shipping and handling charges are not included in refunds. You will be responsible for returning the goods to us at your own cost unless the goods are faulty or misdescribed. We recommend you use a registered or ‘signed-for’ postal service when returning items to us at our address, stated on our Contact Us page.
If you are eligible for a refund, we will refund you using the payment method originally used when you paid for your order. Please note: It is your responsibility to notify us of any changes to your card details i.e. you no longer have that account. Refunds can take up to 30 days to process.