Returns & Cancellations
Every Éirloom cord is made with care by hand in Belfast, and we want you to be completely happy with the piece created for your ceremony.
Because many of our cords are made to order, personalised or created especially for an individual couple, your cancellation and return rights may differ depending on the type of cord you have purchased.
The information below explains what happens if you change your mind, need to cancel an order or there is a problem with your Éirloom.
Standard Designs
If you purchase one of our standard designs that has not been personalised or made to your individual specifications, you may have the right to cancel your order and return it in accordance with applicable consumer law.
Standard, non-personalised products may be cancelled within 14 days of delivery. After notifying us, you must return the product within a further 14 days.
Returned cords must be kept in their original condition and should not have been used as part of a ceremony.
Please contact us before returning anything so that we can provide the appropriate return instructions.
Bespoke & Personalised Cords
A bespoke Éirloom is created especially for you.
This may include cords made to your chosen colours, measurements or specifications, or designs incorporating personal details requested as part of your commission.
Because these pieces are made to your individual requirements, they may not be eligible for cancellation or return simply because you have changed your mind once work has begun or the cord has been completed.
We'll agree the important details of your bespoke design with you before making begins so that you know exactly what is being created.
This does not affect your rights if your cord arrives faulty, damaged or is not as agreed.
Cancelling an Order
Wedding plans can change, and if you need to cancel your order, please contact us as soon as possible.
If work has not yet begun on your cord, we will let you know whether the order can be cancelled and refunded.
For bespoke or personalised commissions where materials have already been purchased or work has begun, we may not be able to provide a full refund.
We'll always explain the position clearly and work with you wherever reasonably possible.
Changes to Bespoke Orders
If you would like to change the design, colours or personalisation of your cord after placing your order, please contact us as soon as possible.
If making has not yet begun, we will do our best to accommodate your request.
Once work has started, some changes may no longer be possible or may require additional work or materials. If a requested change would affect the price or completion date, we'll discuss this with you before proceeding.
If Your Cord Arrives Damaged
Every Éirloom is carefully inspected and packaged before leaving us.
In the unlikely event that your cord arrives damaged, please contact us as soon as possible after receiving your order.
We may ask you to provide photographs of the cord and its packaging so that we can understand what has happened and arrange the appropriate next steps.
Depending on the circumstances, this may include a repair, replacement or refund.
Please keep the original packaging until we have resolved the issue with you.
If Something Isn't Right
As every cord is handmade, small variations are a natural part of the making process and are part of what makes each Éirloom unique.
However, your cord should still reflect the design, colours and personalisation agreed when your order was confirmed.
If you believe there is a problem with your order, please contact us and tell us what has happened. Where helpful, include photographs so that we can look into the issue as quickly as possible.
Nothing on this page affects your statutory consumer rights.
Returning an Item
Please contact us before sending an item back.
If a return has been agreed, we will provide you with the return address and any relevant instructions.
Unless the item is faulty, damaged or incorrect, you may be responsible for the cost of returning it to us.
We strongly recommend using an appropriate tracked postal service when returning an Éirloom, as we cannot be responsible for items lost on their journey back to us.
Refunds
Once an eligible returned item has been received and inspected, we'll confirm that it has arrived and arrange any refund due.
Approved refunds will be returned using the original payment method.
Please be aware that your bank or payment provider may take additional time to process the refund after it has been issued.
International Returns
If you're returning an order from outside the UK, please contact us before sending your parcel.
We will provide return instructions and any information required to help ensure the parcel is correctly identified as a returned item.
Any customs charges arising because a return has been incorrectly declared may need to be deducted from the amount refunded where legally permitted.
Need to Talk to Us?
If something isn't right, or your plans have changed, we'd much rather you speak to us.
Please contact us at:
Email: hello@eirloomstudio.com
Order number: Please include this where possible.
We'll do our best to help and find the appropriate solution.