Refund policy

We have a 14 day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at edelweisslaneco@gmail.com. Please note that returns will need to be sent to the following address: 12 Stickle Down, Camberley, GU16 6GD, United Kingdom 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at edelweisslaneco@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at edelweisslaneco@gmail.com.

International Returns

We currently accept international returns only for faulty, damaged, or incorrect items.

If you are ordering from outside the UK, please note:

• You must contact us within 14 days of receiving your order
  
• Items must be unused, unburned, and in original packaging
  
• International customers are responsible for return shipping costs, unless the item is faulty or incorrect
  
• Original shipping fees, customs duties, and import taxes are non‑refundable
  

Please contact us at edelweisslaneco@gmail.com before returning any international order. Returns sent without prior approval may not be accepted.

We recommend using a tracked and insured postal service, as we cannot be responsible for items lost or delayed in international transit.

Customs & Duties

When returning items from outside the UK:

• Please clearly mark the package as “Returned Goods”
  
• Any customs charges incurred due to incorrect declarations may be deducted from your refund or cause the return to be refused
  

Refunds for approved international returns will be processed once the item has been received and inspected.