Please contact us at info@elegantmerino.co.uk for all exchange & returns enquiries

Online Purchases
If you are based in the EU, your online purchase is protected by the new Consumer Contracts Regulations 2013 (which replaced the previous Consumer Protection (Distance Selling) Regulations 2000) and you have the right to cancel your order and return it to us provided you notify us in writing of your intention within 14 working days from the day after receipt.
 
Showroom and Event Purchases
The Consumer Contracts Regulations do not apply where you have bought an item at an event, or where you have examined an item at an event and then later ordered it via our website. However, in such cases we will be pleased to arrange an exchange (subject to stock availability) or credit note.
 
Faulty goods
All our products are carefully checked to make sure they are in perfect condition and we would hope never to dispatch a faulty item. However, should this occur please accept our sincere apologies. Please note that items which are damaged as a result of normal wear and tear are not considered to be faulty.
 
In all cases, please contact us in the first instance at
info@elegantmerino.co.uk and await our response before proceeding.

Any item subsequently returned to us must be in its original condition, unworn and in its original packaging with all labels attached. Items marked with make up or where perfume can be detected are not considered to be in their original condition. Items must be returned to us by Royal Mail. Please retain proof of postage and ensure that your item is adequately insured as we are unable to arrange exchanges or refunds on items which are lost in the post whilst being returned to us. We regret that we do not offer free postage on exchanged or returned items. However, we will refund your postage where goods are found to be faulty.