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, Defective or Incorrect Items

If your item arrives damaged, defective, 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 shipping 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, defective 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 shipping 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 defective.

United States

Change-of-mind purchases

Except where applicable law requires otherwise, US purchases are final once processed. We do not accept returns, exchanges or refunds solely because you changed your mind, ordered accidentally or no longer want the item.

This does not limit your rights concerning damaged, defective, incorrect or undelivered goods, or any other rights under applicable federal or state law.

Problems with your order

Please follow the “Damaged, Defective or Incorrect Items” instructions above. We will review the issue and arrange a free replacement or refund as appropriate.

Please do not send goods back unless we ask you to. If a return is required because of a verified problem with your order, we will arrange or cover the reasonable return costs.

Order Changes Before Shipping

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

We cannot guarantee that we can stop shipping 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 mailing 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 inquiries, please contact us. Any applicable statutory rights remain unaffected.

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