FAQS

All of our collections are limited edition but we always try our best to bring these back - so do keep your eyes peeled! Signing up to our newsletter is the best way to be notified of all new releases and restocks.

We absolutely love receiving feedback about our products, along with your thoughts on your overall shopping experience with us - whether this be positive or developmental. We’ll be in touch via email 2 weeks after your order has been placed, with the opportunity to leave us a review.

Where are your products made?Are your products sustainable?How can I wash my products?

All our textile-based accessories are made in Qingdao, China by Susan and her team. It’s a socially-forward, family-run company that we've visited multiple times over the past few years and we fully trust the way they operate. We’ve explored producing in Portugal, China, Poland, and the UK, but haven’t yet found a supplier who can offer us the same quality of the product, price point, and reliability.

Our new pyjamas are made in Northern India in a SMETA-audited factory - this audit assesses a site based on their organisation's standards of labour, health and safety, environment and business ethics. India is world renowned for their soft cottons and bold printing techniques, and we're currently exploring more manufacturing here.

We’re making big strides towards improving our understanding of the fabrics we’re using and ultimately designing
products that are made to last. Over the past year we’ve moved from PP-single-use bags to using reusable fabric slips to package our products - as well as making all our cushion fillers vegan-friendly to stop needless and destructive reliance on animal agriculture, and using BCI approved cotton which means we’re supporting more sustainable cotton farming.

While we do transport our products from China and India, we’re careful to prioritise shipping over air freighting, and as a small team of 12, we’re continuously improving our approach to product, packaging and process.

Absolutely - all of our Pouches, Bags and Purses are machine washable. To keep these as soft and luxurious for many years to come, we advise you wash at a cool 30 degrees turned inside out, and then lay flat to dry - if necessary, you can iron out any creases.

Our Bedding Sets and Pyjamas can also be machine washed at 30 degrees - any bedding items can be tumble dried on a low setting yet we’d recommend our Pyjamas to be air-dried which can then be ironed on a cool setting.

As our Eye Masks contain lavender, we don’t recommend machine washing these - clean the surface with a damp cloth and lay flat to dry in a warm room.

We currently accept all major debit and credit cards - you can also use PayPal, Shop Pay, Google Pay or Klarna to pay for your order.

At the checkout we have a ‘discount code’ box, pop your code in here and hit ‘Add’, we’ll do the rest. Please note, discount codes cannot be redeemed on Gift Boxes, Gift Notes, Monogramming or The Conservation Collection.

We’re sorry you’ve not received this! It’s always worth checking your junk/spam folder in case the email has routed here automatically. If you’re still unable to locate this, pop us an email on [email protected] so we can get this sorted for you.

We’re more than happy to supply you with a VAT receipt - just pop an email to us at [email protected] and we can look into this for you

Our discount codes cannot be redeemed on Sale items, Gift Boxes, Monogramming, Gift Notes or The Conservation Collection.

Happy shopping!

If you’d like to send a gift to someone, you can use their address for delivery when you’re checking out. Don’t worry, we no longer include the price on the paperwork in the parcel so you can keep how much you’ve spent a complete secret. Why not make it the perfect gift and add on an illustrated gift noted and gold embossed gift box? Simply add at the checkout.

We ship throughout the UK at a cost of £5.00 - we offer free delivery for all orders over £50.00 which is automatically applied at checkout.

All UK orders are processed on a 24-hr Delivery service and sent via Evri - to allow for any postal delays, we advise your order will be delivered to you within 3-5 working days from the date the order was placed. If you’ve added personalisation, we advise allowing 5-7 working days for your order to be delivered.

At the moment we’re only offering a Standard Delivery service so your order will be delivered within 3-5 working days.

Your order will be dispatched from our warehouse via a Standard delivery service, whereby we advise this can take up to 3-5 working days to be with you. As much as we’d love to, we’re unable to speed up the delivery process and kindly ask you to allow this timeframe for your order to be delivered to you.

Absolutely! We currently ship to the USA, Australia and Canada. We use Evri as we really trust their service in getting your parcel to you nice and safely. The cost of shipping depends on the destination and weight.

We’ve temporarily suspended shipping to Europe due to issues arising from Brexit. Apologies for any inconvenience caused and we’re working hard to get this up and running as soon as we can!

We’re sorry to hear you’ve yet to receive your order!

We advise personalised orders can take up to 5-7 working days, with any non-personalised orders being delivered in 3-5 working days. It’s always worth checking your parcels tracking link (which can be found in your dispatch email), as any delivery scans will automatically update here.

We kindly ask you to allow these delivery times to pass before popping us a message - if for any reason this hasn’t reached you by the estimated delivery date, do let us know as we’d love to look further into this for you.

We are so sorry if your tracking is saying “delivered” but you can’t find the parcel! Evri is usually very accurate, so please double check the following:

- Is the address on your order confirmation the correct address?

- Has it been left in  a safe place where the postman usually leaves parcels?

- Has one of your neighbours accepted the delivery for you?

- Is there a calling card tucked anywhere?

Once you have been through all of these options, please do get in touch with us with your order number where we can advise further.

We’re sorry to hear your order is on its way back to us! Once an order has been declared as ‘return to sender’, your order will make its way back to our warehouse and a refund will be processed - as much as we’d love to, we’re unable to send it back out but you’re most welcome to pop in a new order. Do follow the tracking link where you’ll be able to follow its journey back to us.

Once you’ve completed your order, you’ll receive a confirmation email from us. If this doesn’t arrive, please do check your junk or spam folder as sometimes they can be automatically routed here. If you’re unable to locate the email, it may be that there was a slight typo in the email address! Just get in contact with us and we’ll be able to update your email address and resend the email.

Once an order is placed, it is sent straight to our warehouse for fulfilment and our team gets to work picking, packing and personalising. For this reason, we’re unable to cancel or make any changes - including removing, adding, amending any products within the order, it is just impossible to go through all of our orders to pull one out.

We’re unable to amend any part of an order once placed, whether this be the products, or shipping address, so we do ask that you double check all details before you confirm your order. Once your order has been dispatched, you’ll receive an email with a Evri tracking link to follow its journey - at this point, you’re more than welcome to reach out to Evri directly to understand whether or not they’re able to redirect your parcel for you.

You can make your purchase the perfect gift by adding a Gold Embossed Gift Box and/or Illustrated Gift Note to your order at checkout for a small fee. Rest assured, no prices will be included on the delivery note in your parcel.

We’re not able to accept orders in advance, or place you on a waiting list for out of stock items or new collections. Our newsletter subscribers are the first to hear about new launches and restocks, so do make sure you’re signed up!

We have a number of measures in place to ensure that all Elizabeth Scarlett orders arrive in pristine condition. As our products are 100% cotton there is a chance that they can become creased during transit, like any other clothing or soft textile item. These creases will drop out naturally with use of your new accessory, but if you are concerned we recommend giving your pouch a steam or an iron on a low setting, inside out.

We are so sorry to hear you have received a faulty item. We take great pride in the quality of our product, so we are disappointed to hear that a faulty item has slipped through. Please email [email protected] with a photo and description of your issue, and we can take a look at this for you.

We’re really sorry you’ve received an incorrect item! We’d love to look into this and kindly ask you send us an email on [email protected] confirming the item you’ve received along with the item that is missing.

We’re so sorry to hear this! Please email us on [email protected] with the item/s missing from your parcel as we’d love to get this sorted for you.

You can find all the information you need to return your order on our Delivery and Returns page here.

We don’t currently offer an exchange service, so ask the original item to be returned back to us for a refund and a new order is placed. To read more about our returns policy, please click here.

As we don’t offer an exchange service, we do ask for the order to be sent back and a new order placed. If you wish to speak with the person who gifted it to you, please do let them know to get in touch should the order have been placed with us directly. Please note, if purchased with one of our stockists we're unable to advise further, and kindly ask they reach out to the stockist they purchased the product from.

If you’ve returned your parcel via a tracked service, do feel free to check the tracking to see if it’s been delivered back to us yet. Once your order has reached us, we kindly ask you to allow 10 working days for your order to be refunded - once this has been processed on our end, we’ll send you an email to confirm.

We’re pleased your parcel has reached us nice and safely. Rest assured, your parcel will be processed by our lovely warehouse team within 10 working days of your order being delivered back to us - we’ll be sure to pop you an email to let you know when this has happened.

Thanks so much for your order, we really appreciate it! All personalisation orders placed on or before the 24th November will arrive complete with the chosen embroidered initials, however, we kindly ask you allow 5-10 working days for us to stitch and ship your order.
Due to the overwhelming demand from Black Friday and Christmas shopping we've had to extend our delivery window to allow our wonderful personalisation team some time to play catch-up. Each personalisation order is handled with care and love and we're doing all we can to work as quickly as possible.

We’re so excited for you to join the Elizabeth Scarlett community! If you head over to our website, a pop up box should appear where you can enter your email address. Not to worry if this doesn't appear, and if you head to the bottom of any page on the site, you’ll see a box to submit your email address to sign up.

We’re sorry to see you go! Do pop us an email at [email protected] and we’ll be sure to unsubscribe you from all marketing emails. If you change your mind at any point, just let us know and we can sign you back up.

If you’re having trouble with our website, there’s a few things we’d recommend doing:

- Delete your cookies - on most internet browsers you can do this using ‘Tools’ or ‘History

- Fully close and restart your browser

- Ensure you’re using the most up to date operating system

If after these steps, you’re still having trouble then please do let us know and we can take a look into this for you.

We’re always on the lookout for stores to stock our beautiful products. If you’d love to be a stockist of Elizabeth Scarlett, you can apply by popping an email across to our Sales Team, on [email protected]. Please include a brief description of your store concept, location and whether you’re interested in our accessories, bedding collections or both.
We look forward to hearing from you!