Refund policy

Last updated: 1 November 2026

At EB Boutique, every product is individually handmade to order with care and attention to detail. We take great pride in the quality of our craftsmanship and want every customer to be delighted with their purchase.

Because our products are handmade, we do not offer discretionary returns or exchanges beyond those required by applicable consumer law. However, your statutory rights are fully protected, and we are committed to resolving any problems fairly and promptly.

1. Your Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers purchasing eligible goods online generally have the right to cancel their order without giving a reason.

For standard catalogue products, this cancellation period expires 14 days after the day you, or a person nominated by you, receives the goods. Where an order is delivered in separate consignments, the period generally runs from receipt of the final item.

This right applies to our standard products even though they are individually handmade after an order is placed.

To exercise your right to cancel, you must inform us of your decision through our website's Contact page or by another clear written statement before the cancellation period expires.

You then have a further 14 days from notifying us of your cancellation to return the goods.

Your statutory cancellation rights are not conditional upon obtaining our approval or authorisation before returning an eligible item.

2. Bespoke, Personalised and Made-to-Measure Products

The statutory right to cancel for a change of mind does not generally apply to goods made to a customer's individual specifications or which are clearly personalised.

This may include made-to-measure clothing, products created to individually agreed dimensions and items featuring artwork or personalisation specifically requested by the customer.

Simply manufacturing a standard catalogue product after an order is placed does not, by itself, make that product exempt from statutory cancellation rights.

Genuinely bespoke, personalised and made-to-measure products are therefore normally non-returnable and non-refundable for change-of-mind reasons.

This exception does not affect your statutory rights if a product is faulty, incorrectly described or does not conform to the agreed specifications.

3. Changes and Cancellations Before Dispatch

For standard catalogue products, we are happy to accommodate changes or cancellations before dispatch.

Please contact us as soon as possible if you wish to amend your order.

Genuinely bespoke, personalised and made-to-measure orders cannot ordinarily be cancelled once production has begun, except where applicable law provides otherwise.

If we are unable to complete your order within our usual production timeframe of 14 days, we will contact you to explain the delay and offer you the choice of waiting or cancelling for a full refund.

4. Returning an Eligible Item

If you wish to return an eligible item, please contact us through our website's Contact page, providing your order number and details of your request.

Returns should be sent to:

Eva Black
13 Brookside Court
Brook Street
Tring
Hertfordshire
HP23 5PF
United Kingdom

Please package returned goods securely to minimise the risk of damage during transit.

We recommend obtaining proof of postage and using an appropriate postal service.

For statutory change-of-mind cancellations, you must return the goods within 14 days of informing us of your decision to cancel.

You may examine goods to establish their nature, characteristics and functioning, as you would reasonably be permitted to do in a shop. However, if goods have been handled beyond what is necessary for this purpose, we may make a lawful deduction from your refund to reflect any resulting reduction in value.

5. Return Postage Costs

Where you exercise your statutory right to cancel an eligible purchase because you have changed your mind, you are responsible for the direct cost of returning the goods.

If an item is faulty, damaged, incorrect or otherwise does not conform to your order, EB Boutique will cover reasonable return postage costs where a return is necessary.

Please contact us before returning a faulty or incorrect item so we can discuss the most appropriate arrangements.

6. Faulty, Damaged or Incorrect Goods

We carefully inspect our handmade products before dispatch. However, if you receive an item that is faulty, damaged, incorrectly described or different from what you ordered, please contact us as soon as possible.

Where possible, please provide your order number, a description of the issue and photographs to help us investigate.

Under the Consumer Rights Act 2015, customers have statutory remedies where goods do not meet the required standards, including rights to reject faulty goods within the applicable period and, where appropriate, obtain a repair, replacement, price reduction or refund.

We will assess the circumstances and provide the appropriate remedy in accordance with your statutory rights.

Photographs may help us resolve your complaint more quickly but are not a condition of exercising your statutory rights.

7. Lost Parcels

If your order is confirmed lost in transit, we will arrange a full refund.

Please contact us if your parcel has not arrived within the expected delivery period so that we can investigate with Royal Mail.

We remain responsible for the goods until they are delivered to you or to a person you have nominated to receive them, except where applicable law provides otherwise.

8. Refunds

Where you exercise a valid statutory cancellation right, we will refund the payments received for the cancelled goods, including the original standard delivery charge where required by law.

If you selected a more expensive delivery service than our least expensive standard delivery option, we are not required to refund the additional cost of that premium service.

For goods already dispatched, we may withhold reimbursement until we have received the returned goods or you have supplied evidence of having sent them back, whichever occurs first.

Refunds will be made without undue delay and, in any event, within the applicable statutory deadlines, normally no later than 14 days after receiving the returned goods or evidence of their return.

Where goods have not been dispatched, refunds following a valid cancellation will normally be made within 14 days of receiving your cancellation notice.

Refunds will ordinarily be issued using the original payment method, unless otherwise expressly agreed. We will not impose a fee for processing a statutory refund.

The time taken for funds to appear in your account may depend on your bank or payment provider.

9. Exchanges

We do not operate a standard exchange service for customers who wish to change a product's design, colour or style after purchase.

However, we are happy to consider individual requests where possible. Please contact us to discuss your requirements.

This policy does not restrict any statutory rights to a replacement or other remedy where goods are faulty, incorrect or otherwise do not conform to the contract.

10. International Orders

We accept orders from international destinations other than European Union member states.

International customers may have additional or different consumer rights under laws applicable in their country of residence.

Nothing in this policy is intended to exclude or restrict any mandatory consumer protections that apply to your purchase.

Customers are responsible for applicable import duties, taxes and customs charges unless these have been collected in advance or otherwise included in the delivery price.

11. Contact Us

For questions about cancellations, returns, refunds or damaged goods, please contact EB Boutique through the Contact page on our website.

We aim to respond to all enquiries within 48 hours.

This policy does not affect your statutory consumer rights.