Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at iamlisapeel@gmail.com. Please note that returns will need to be sent to the following address: 18 Marlpit Road, Melbourne, Derby, DE73 8JY
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at Lisa@gabrielonfire.co.uk
Custom & Personalised Orders
Custom and personalised orders are made specifically for you and are therefore non-refundable and non-returnable, except in the following circumstances:
- The item arrives faulty or damaged
- The item is not as described or differs from what was agreed
If your custom order arrives with a fault or error on our part, please contact us within 48 hours of delivery at [your contact email] with your order number and photos of the issue. We will offer a repair, replacement, or refund as appropriate in line with the Consumer Rights Act 2015.
Pre-Order Items
All pre-order items ordered in a specific size and produced to your personal requirements are non-refundable and non-returnable. As these items are produced exclusively for you upon ordering, we are unable to accept cancellations, exchanges, or returns once production has begun. This does not affect your statutory rights in the event the item arrives faulty, damaged, or not as described — please report any such issues within 48 hours of delivery with supporting photos.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
European Union – 14-Day Right of Withdrawal
If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days of receiving the last item in your order, for any reason and without providing a justification.
To exercise this right, please contact us at Lisa@gabrielonfire.co.uk within 14 days of delivery. Once your request is accepted, we will provide instructions on how to return your item.
To be eligible, your item must be in the same condition as received — unworn, unused, with tags attached and in its original packaging. Proof of purchase is required.
Please note: This right does not apply to custom-made or personalised orders produced specifically to your requirements (including bespoke and pre-order items made to your size or specification), as these are exempt under EU consumer law. This exemption does not affect your rights if an item arrives faulty, damaged, or not as described.
Refunds will be processed to your original payment method within 10 business days of us receiving and inspecting your return.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Lisa@gabrielonfire.co.uk
Faulty or Incorrect Items
If any order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery so we can resolve this for you as quickly as possible.
This policy does not affect your statutory rights under UK consumer law.