At Eli & Kai, every journal and accessory is crafted with care, by hand, using the finest materials. We want you to love your purchase, but we also understand that sometimes things don’t work out. This policy outlines when and how returns or refunds apply.
1. Personalised Items – Final Sale
All personalised, custom-made or bespoke products (including any items with initials, monograms, stamping, special thread, charms, or made-to-order configurations) are non-refundable and non-exchangeable.
Once production has started, we are unable to cancel or amend the order.
We recommend reviewing your personalisation details carefully before placing your order.
2. Non-Personalised Items – 14-Day Return Window
For standard (non-personalised) products, you may request a return within 14 days of receiving your item.
To be eligible:
- The item must be unused and in its original condition
- It must be returned with all packaging and accessories
- You must notify us in writing via email at info@eliandkai.com within 14 days of receipt
You will receive a return authorisation and instructions.
Please do not send items back without first receiving confirmation and instructions from our team.
3. Return Shipping
- You will be responsible for return shipping costs unless the item is faulty or incorrect
- We recommend using a tracked service to ensure the item arrives safely
- Original shipping charges are non-refundable
4. Refunds
Once we receive your return and inspect the item:
- A refund will be issued to your original payment method within 5–10 business days
- You will receive a confirmation email once the refund has been processed
We do not offer refunds on:
- Gift cards
- Personalised or custom-made items
- Items returned used or damaged
5. Faulty or Damaged Items
If you receive a damaged or defective item, please contact us within 48 hours of delivery with clear photos and a description of the issue. We will assess and offer:
- A replacement (where possible)
- A partial refund
- A full refund (if applicable)
We take pride in the quality of our craftsmanship and will always aim to resolve issues fairly and promptly.
6. Gift Returns
If you received an item as a gift, you may request a return (if non-personalised) within the standard return window. Refunds will be issued to the original purchaser’s payment method unless otherwise arranged.
7. Exchanges
We do not offer direct exchanges. Please return the item (if eligible), and place a new order for the desired product.
8. Contact Us
Questions about returns or product issues?
Email: info@eliandkai.com
Location: Abu Dhabi, United Arab Emirates
We’re here to help and ensure you have a seamless experience.
