Help Centre

Last updated: 6 December 2025

Welcome to the Elixir & Co Help Centre.
Here you’ll find answers to common questions about orders, shipping, personalisation and more.

If you can’t find what you need here, you can always email us at support@elixirstore.co.uk.

Quick Links

FAQs – General questions about orders, shipping, returns and more
Shipping & Delivery Policy – Delivery times and services
Returns & Refunds Policy – How returns work, what’s eligible and how refunds are processed
Custom & Personalised Orders – How personalisation works and what can be changed
Cancellations – When and how you can cancel an order
Warranty & Product Care – What’s covered and how to look after your items
Privacy Policy & Cookie Policy – How we handle your data and cookies
Contact Us – How to get in touch with our team

Orders & Account

Where can I see my order details?
If you created an account at checkout, you can log in to view your order history and status.
Guest orders will be confirmed by email – keep your confirmation email handy for reference.

Need to change or cancel an order?

Non-custom, non-fragrance orders may be cancellable before dispatch.
Personalised items can only be changed or cancelled within 1 hour of ordering.
Fragrances are usually not cancellable once the order has been placed.

For urgent changes, email support@elixirstore.co.uk with your order number as soon as possible.

See also: Cancellations and Custom & Personalised Orders.

Shipping & Delivery

How long will my order take?

Fragrances: Royal Mail 48, usually 2–3 working days from ordering.
Custom orders & leather goods: made to order, usually 5–10 working days from ordering (including production and delivery).
Mixed orders (fragrance + custom) may arrive in separate parcels.

See also: Shipping & Delivery Policy.

Returns & Refunds

Can I return my order?

Eligible non-personalised items: 30-day returns, unused and in original condition.
Personalised items: non-returnable unless faulty or defective.

If you think your item is faulty or damaged, email support@elixirstore.co.uk with photos and your order number.

Personalisation & Gifting

How does personalisation work?
Most products have an option on the product page to add initials, a name or short wording. Once ordered, you have 1 hour to correct any spelling. After that, it goes into production and can’t be changed.

See also: Custom & Personalised Orders and Gifting & Personalisation.

Product Care & Quality

How do I look after my items?
We provide general care advice for PU, leather, clear PVC and hardware, plus guidance for fragrances.

Still need help?

If you can’t find the answer you’re looking for, we’re happy to help:

Email: support@elixirstore.co.uk
We aim to respond within 1–2 working days.

You can also visit our Contact Us page for more information.