Refund policy

We accept returns of eligible, non-custom items. Please contact us within 14 days of delivery to request a return.

To be eligible, items must be returned unused and in their original condition and packaging. Proof of purchase is required.

To request a return, email hello.contact.elsewhere@gmail.com. If your return is eligible, we’ll provide the return address and instructions. Items sent back without contacting us first may not be accepted.

After requesting a return, you must send the item back within a further 14 days.

Return postage

Customers are responsible for arranging and paying for return postage when returning an unwanted item. We strongly recommend using a tracked service, as returned items remain the customer’s responsibility until they reach us.

If an item is faulty, damaged or incorrect, Elsewhere will cover the reasonable return postage costs.

Custom-made and personalised items

Custom-made items, including journals created through our custom journal builder, and items personalised with names or other requested details cannot be returned or cancelled due to a change of mind.

This does not affect your legal rights if an item is faulty, damaged or different from what you ordered.

Damaged, faulty or incorrect items

Please inspect your order when it arrives and contact us as soon as possible if it is damaged, faulty or incorrect. Include your order number and clear photographs where appropriate so we can assess the issue and put it right.

Exchanges

We do not offer direct exchanges. If your item is eligible for return, you may return it and place a new order separately.

Refunds

We’ll notify you after receiving and inspecting your return.

Eligible refunds will be issued to the original payment method within 14 days of receiving the returned item or evidence that it has been sent back, where applicable.

For eligible change-of-mind returns, the original standard delivery charge will also be refunded. Additional costs for upgraded or express delivery are not refundable.

We may reduce the refund if an item has been handled beyond what is reasonably necessary and its value has been reduced.

Your bank or card provider may require additional time to process the refund.

For any return or refund questions, contact hello.contact.elsewhere@gmail.com.