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.

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.

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.

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.

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.

• 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.

Dispatch information:

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

Instead, we are a small, passionate team dedicated to creating and sharing beautifully handcrafted passementerie, materials and equipment 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.

Full payment is taken at the time of booking, and your place is confirmed once payment has been received.

All cancellations, transfers and changes must be made in writing by email to libby@elizabethashdown.co.uk. A cancellation takes effect on the date we receive your email.

More than 12 weeks before the class start date: you will receive a full refund, minus an admin fee of £30. Alternatively, you can transfer to a future workshop free of charge, subject to availability.

Less than 12 weeks before the class start date: we are unable to offer a refund unless your place is resold. If your place is resold, you will receive a full refund, minus an admin fee of £30. Alternatively, you can transfer to a future workshop free of charge, subject to availability.

You are very welcome to give your class place to a friend at no charge. To transfer your place, please email libby@elizabethashdown.co.uk with your friend's full name, email address and telephone number. Please let us know before the class starts.

If you do not attend your class and have not cancelled or transferred your place in advance, no refund will be given.

If you attend only part of a class, no refund will be given for any sessions or days missed.

Each class needs a minimum number of students in order to run. If this minimum is not reached, the class will be cancelled. We will give you as much notice as possible, and will be in touch to offer you either an alternative class date or a full refund.

In the unlikely event that we need to cancel a class due to unforeseen circumstances, we will contact you as soon as possible to offer either an alternative class date or a full refund. We will always give as much notice as we can.

If a class is cancelled for any reason, we cannot accept liability for travel, accommodation or any other costs you may have incurred. We recommend booking flexible or refundable travel and accommodation where possible.

As our classes take place on specific dates, the 14-day cancellation period that usually applies to online purchases does not apply to class bookings. These terms do not affect your other statutory rights.

If you have any questions about these terms, please contact libby@elizabethashdown.co.uk.

Your class fee covers everything, so there's nothing extra to pay on the day. It includes:

• your tuition

• your materials kit

• coffee and tea

• delicious homemade cake and biscuits

Just bring yourself, and we'll take care of the rest.