Terms & Conditions

I know terms and conditions aren’t nearly as exciting as beautiful passementerie, but please do take a moment to read the important details below.

Refund policy for in stock items:

We want you to be delighted with your purchase so please do contact us if you have an issue with your order and we will do all we can to solve this for you. We endeavor to ensure that you receive the highest standard and quality of products and services at all times. However if you are unhappy with anything please contact us within 48 hours following arrival and we will do our best to resolve any issues. Products can be returned within 14 days of purchase. We are unable to refund pre-cut lengths.Please use a tracked postal service as we cannot accept responsibility for returned items lost in transit. Items must be returned in their original condition, being complete, unopened & unused. Postage costs are non-refundable. Refunds to cards will be made through our third party processing agent to the card you used to make the purchase. This may take up to ten working days but is often much faster.

Refund policy for made to order items:

Made to order and bespoke pieces are crafted especially for you, which means they’re not held in stock. Guideline lead times can be found on each product page, and we’ll confirm exact timings with you by email once payment has been received. As each item is made just for you, we’re unable to offer refunds unless the item is faulty—but rest assured, every piece is made with the greatest care and attention. However if you are unhappy with anything please contact us within 48 hours following arrival and we will do our best to resolve any issues.

Cancellation of order by us:

We reserve the right not to process your order if: 

  • We have insufficient stock to deliver the goods you have ordered;

  • We do not deliver to your area; or

  • One or more of the goods you ordered was listed at an incorrect price due to a typographical error.

If we do not process your order for the above reasons, we will notify you by e-mail and we will credit to your account any sum deducted by us from your credit/debit card as soon as possible, but in any event within 14 days.

Colour accuracy:

  • We aim to depict colours accurately as possible on our website.

  • However, colours naturally vary between different computer screens and between photos and reality.

  • If an exact colour match is required, please purchase a sample in advance in order to check the exact colour.

Hand-made products:

  • Please be aware that hand-made items may vary from those pictured due to the inherent nature of the processes used to create them.

  • Wooden items, such as wooden rosette moulds and wooden tassel moulds will vary from those pictured due to the inherent characteristics of natural wood.

Copyright:

  • The concept, design and manufacturing methods of all hand-made items shown on the website shop remain the copyright of Elizabeth Ashdown, or of the individual maker, and must not be copied in any form, or sold elsewhere without written permission.

  • The copyright of all designs, kits, instructions and techniques expressed within kits and online classes, remain the intellectual property of Elizabeth Ashdown.

  • Kit designs and instructions cannot be copied, sold, taught or exhibited without the prior permission of Elizabeth Ashdown.

  • You may use such materials for your own personal purposes only and may not reproduce, publish or deal with such materials in any way for any commercial use. All designs, teaching content, and materials provided during online classes remain the intellectual property of the organiser and may not be reproduced or distributed without permission.

  • All kit designs exhibited must state Elizabeth Ashdown as the designer.

  • Kit designs, techniques and contents cannot be posted on social media/blogs without acknowledgement of the designer Elizabeth Ashdown.

  • All images on the website are under copyright and must not be copied or printed in any form.

  • All commissioned designs pictured remain the intellectual property of Elizabeth Ashdown, or the commissioning body or individual stated and cannot be copied in any form.

Contact us:

You can contact us at libby@elizabethashdown.co.uk.

Shipping & Returns

Dispatch information:

We’re not a big company like Amazon… and we’re quite glad about that!

Instead, we’re a small, passionate team dedicated to creating and sharing beautifully handcrafted passementerie with people who will truly appreciate and treasure it. Because of this, we’re not always able to send your parcel the same day you place your order, but we’ll do our very best to get it to you as quickly as we can. Orders are dispatched twice a week - on a Wednesday and a Friday.

If you need something urgently or by a particular date, please send us an email when you check out, and we’ll do everything we can to help.

UK orders are sent using Royal Mail’s Tracked 48 hour service, typically arrive in 3-4 working days

International orders are sent using Royal Mail’s International Standard Tracked service, and typically arrive in 7-10 working days.

Duty and customs: 

Customers are responsible for any duties and / or taxes levied at the point of entry into the destination country and therefore should ensure they are aware of any applicable charges before making a purchase.

Customs declarations:

We must quote the full value of your goods on the customs declaration when sending parcels outside the UK. We hold no responsibility for expected or unexpected customs charges made on parcels being delivered outside of the UK. These charges are the full responsibility of the receiver and goods cannot be returned as a result of duty charges. 

Shipping and insurance:

I (Elizabeth Ashdown) accept no liability for damage or loss during or after delivery. 

European Shipping Update

Unfortunately we cannot ship into the EU or EEA due to the changes to the EU GPSR regulations which came into place in December 2024. We hope to be able to ship to the EU and EEA soon.