Refund policy

At UrbanElf, we take great pride in the quality and care put into every personalised gift we create. However, if your item arrives damaged or with a manufacturing defect, we’ll put it right—without any fuss.

🛠 Damaged or Defective Items

Should your order arrive damaged or faulty, please inform us within 24 hours of delivery by emailing a clear photograph of the issue to sales@urbanelf.co.uk.
Once confirmed, we will promptly send you a replacement at no extra cost.

💬 Refunds Due to Personal Reasons

As each product is custom-made to your personal specifications, it cannot be resold or reused. Therefore, if a refund is requested due to personal reasons (such as a change of mind or incorrect personalisation details provided), we can only offer a 50% refund of the original item cost.

We appreciate your understanding and support for bespoke craftsmanship.
The provisions of this  do not affect your statutory rights.