Returns & Refunds Policy

Last updated: 23 October 2026

We want you to enjoy your Elena Essex purchase. If something isn’t right, please get in touch so we can help.

This policy applies to purchases made directly through our website, operated by Elena Essex Trading Limited. For purchases from Amazon or another retailer, please contact the retailer about its returns process.

Nothing in this policy limits your statutory consumer rights.

Damaged, Faulty or Incorrect Items

If your item arrives damaged, faulty, incomplete or different from what you ordered, please contact us as soon as possible through our Contact form or email contact@elenaessex.com.

Please provide:

• Your order number or other proof of purchase.

• Your name and delivery address.

• A description of the issue.

• Clear photographs where possible, including the area where a puzzle piece is missing.

If you cannot provide photographs, please contact us so we can discuss another way to assess the issue.

Once we have reviewed your request, we will arrange a free replacement or refund as appropriate, taking account of your legal rights. Please do not return a damaged, faulty or incorrect item unless we ask you to. If a return is needed, we will arrange or cover the reasonable return costs.

Please report problems promptly, but your legal rights are not limited to a 14-day reporting period.

Missing or Lost Puzzle Pieces

If a piece is missing or has been lost, please contact us with the puzzle name, your delivery address and a photograph showing where the piece is missing.

We will help arrange a replacement piece as quickly as possible. This service does not affect your rights if the puzzle was supplied incomplete or faulty.

European Union

Right of withdrawal

For our standard physical products purchased online, you can withdraw from your purchase without giving a reason within 14 days after the day you, or someone you nominate other than the carrier, receives the goods.

For goods from one order delivered separately, this period generally runs from receipt of the last item.

Notify us clearly using our Contact form, email or a written statement. The optional cancellation form below is available for this purpose, but you do not have to use it.

You must send the goods back within 14 days after notifying us. Please contact us promptly for the correct regional return address.

Return costs and condition

You are responsible for the direct return shipping costs when withdrawing because you have changed your mind. We do not provide free prepaid labels for these returns.

Opening the packaging does not automatically remove your withdrawal right. You may inspect the goods, but you may be responsible for any reduction in value caused by handling beyond what is necessary to establish their nature, characteristics and function.

Please return all contents and, where possible, the original packaging.

Refunds

For withdrawal from a whole order, we will refund the price paid and the cost of our least expensive standard delivery option. Additional charges for expedited delivery are not refundable.

We will refund without undue delay and within 14 days of receiving your withdrawal notice. We may withhold reimbursement until we receive the goods or evidence that you have sent them back, whichever happens first.

Faulty goods and legal guarantees

EU consumers benefit from a minimum two-year legal guarantee for goods that are faulty or do not match their description. National laws may provide additional protection.

You are entitled to remedies at no cost in accordance with applicable law, including repair or replacement and, where the relevant conditions are met, a price reduction or refund.

Order Changes Before Dispatch

Orders are passed promptly to our fulfilment partners. If you need to change or cancel an order, contact us as soon as possible.

We cannot guarantee that we can stop dispatch or amend an order once processing has started. This does not remove any statutory cancellation or withdrawal rights you have.

Returning Goods

Our registered office is not a returns warehouse. Please contact us for the correct return instructions before posting goods.

We recommend using a tracked service and keeping proof of postage. Tracking is a recommendation, not an additional condition of your statutory cancellation rights.

A request for return instructions does not extend a legal return deadline, so please contact us promptly. We will provide the information needed to return your goods.

How Refunds Are Paid

Refunds will be made to the original payment method unless we expressly agree another method with you. We will not charge a fee for making the refund.

Your bank or payment provider may take additional time to display the payment after we have issued it.

For digital gift card cancellation or refund enquiries, please contact us. Any applicable statutory rights remain unaffected.

Optional EU Cancellation Form

You may send the following information by email or post:

To: Elena Essex Trading Limited, 26 Pembroke Avenue, Hove, England, BN3 5DB, United Kingdom
Email: contact@elenaessex.com

I/We give notice that I/we wish to cancel the purchase of the following goods:

• Goods:

• Order number:

• Date ordered:

• Date received:

• Customer name:

• Customer address:

• Date of this notice:

• Signature, only if submitting on paper:

Contact Us

Contact form: Contact Elena Essex
Email: contact@elenaessex.com
Customer-service telephone: +44 7920 165852

Elena Essex Trading Limited
Company number: 13367608
Registered in England and Wales