FAQs

Frequently Asked Questions (FAQs)

Last updated: 6 December 2025

If you can’t find what you’re looking for here, feel free to email us at support@elixirstore.co.uk.

Orders & Account

Do I need an account to place an order?
No – you can check out as a guest. Creating an account simply lets you view order history and save details for next time.

Can I change or cancel my order after placing it?
For non-custom, non-fragrance orders, you may be able to cancel before the order has been dispatched. Please email support@elixirstore.co.uk as soon as possible with your order number.
For fragrances and personalised items, cancellation is very limited (see below).

Personalisation & Custom Orders

Can I personalise my order?
Yes. Most products on our website can be customised with initials, a name or short wording. Where personalisation is available, you’ll see a box on the product page to add your custom lettering before you add to cart.

I made a mistake in the name/initials – can I change it?
You have a 1-hour window from placing your order to request a change to the custom text. After 1 hour, your order is sent to our workshop and queued to be made, so we can’t guarantee any changes.
If you spot an error, email support@elixirstore.co.uk immediately with the subject “URGENT: Personalisation Change – Order #[your order number]”.

Can I return personalised items?
Personalised/custom items are non-returnable and non-refundable if you change your mind or entered the details incorrectly.
If your personalised item arrives faulty, damaged or with an error caused by us, we’ll replace it free of charge once we’ve reviewed clear photos of the issue. See our Returns & Refunds Policy for full details.

Shipping & Delivery

How long does delivery take?

  • Fragrances: shipped via Royal Mail 48, usually 2–3 working days from ordering (excluding weekends/bank holidays).

  • Custom orders & leather goods: made to order. Production usually takes 2–4 working days, then up to 5 additional working days for delivery (approx. 5–10 working days from ordering).

All timeframes are estimates and can be affected by courier delays and busy periods.

Will my order arrive together?
If you’ve ordered both fragrances and custom/leather items, they may be shipped separately and arrive at different times.
Typically, fragrances arrive first (2–3 working days), and custom items follow within 5–10 working days.

Which countries do you ship to?
Right now we primarily ship within the UK. If you are outside the UK and interested in ordering, please email support@elixirstore.co.uk and we’ll let you know what’s possible.

How much is shipping?
Shipping costs (if applicable) are shown at checkout before you confirm your order. Any free shipping thresholds or promotions will also be clearly displayed.

Returns & Refunds

What is your returns policy?
We offer 30-day returns for eligible non-personalised items. Items must be unused and in their original condition and packaging.
Personalised/custom items can’t be returned unless they arrive faulty or defective. In that case, we’ll replace them free of charge once we’ve reviewed proof.
For full details, see our Returns & Refunds Policy page.

Who pays for return shipping?
If you are returning an item because you’ve changed your mind or ordered the wrong product, you’ll need to cover the return shipping cost.
If an item is faulty, damaged or incorrect due to our error, we will cover reasonable return costs or provide a pre-paid label where possible.

How do I start a return?
Please email support@elixirstore.co.uk with your:

  • Full name

  • Order number

  • Item(s) you want to return

  • Reason for the return

  • Photos if the item is faulty or damaged

We’ll confirm if your return is eligible and send instructions. Please don’t post anything back before we’ve approved the return.

When will I receive my refund?
Once we’ve received and inspected your return, we’ll email you to confirm.
If approved, refunds are processed to your original payment method. Please allow 5–10 working days for your bank or payment provider to show the refund.

Products & Care

How should I care for my bags and leather goods?
Most of our bags and cases are PU or leather. As a general guide:

  • Avoid overfilling to protect seams and zips

  • Wipe with a soft, slightly damp cloth

  • Avoid harsh chemicals, bleach or abrasive cleaners

  • Keep away from prolonged direct sunlight and extreme heat

  • For light colours, avoid contact with dark fabrics that may transfer dye

See our Warranty & Product Care page for more detail.

What if my item arrives damaged or faulty?
Please email support@elixirstore.co.uk as soon as possible with:

  • Your order number

  • A description of the issue

  • Clear photos of the product and packaging

We’ll review and arrange a replacement or refund in line with our policies.

Fragrances

What sizes are your fragrances?
Our main fragrances (such as Elixir One) are sold in 100ml bottles unless stated otherwise on the product page.

Can I return a fragrance?
Due to the nature of the product, fragrances are usually non-returnable for change of mind once opened.
If your fragrance arrives damaged or there is an issue with the bottle or packaging, please contact us with photos and we’ll review it under our Returns & Refunds Policy.

Wholesale, Corporate & Influencers

Do you offer wholesale or bulk discounts?
Yes. For bulk or corporate orders (e.g. events, gifts, PR mailers), we can usually offer wholesale-style pricing and personalised items. Email us at support@elixirstore.co.uk with details of what you’re looking for.

Do you work with influencers?
We do. If you’re an influencer or creator interested in working with Elixir & Co, please email:

  • Your name and social media handles

  • Links to your main platforms

  • A brief overview of your audience

  • Any collaboration ideas

to support@elixirstore.co.uk (subject: Influencer Collaboration).

Contact & Other

How can I contact you?
For any questions about orders, products or policies, email us at:
support@elixirstore.co.uk

Do you have a physical shop?
No – we currently operate as an online-only brand. Our office mailing address is:

Elixir & Co
Office 9033
321–323 High Road
Chadwell Heath
Essex
RM6 6AX
United Kingdom

This is not a retail store and we don’t accept walk-in visits or returns in person.