orders and refunds
How do I place an order?
You can order from my online shop or by contacting me by email. If placing an order directly through me, you will be sent an invoice, which will need to be paid within 30 days unless we have made an agreement for you to pay in instalments
Can I pay in instalments?
You can pay in instalments if the total of your order exceeds £150. The minimum payment per instalment is £50 and payment must be made in full before your order is sent to you. This can only be arranged if you contact me to place your order
How do I change the colours on an accessory in your shop?
You need to send me an email when you order and specify the colours you’d like to change. I will be in touch to confirm. There is no extra charge for changing the colours of the crystals or pearls if the design is the same.
Do you offer refunds?
As all of my accessories are made to order, I am very sorry but I am unable to offer a refund. I will offer a replacement for any order that is damaged or faulty when it arrives but you must notify me within 24 hours of receiving your accessory.
What happens in a consultation?
Consultations can take place here at my studio, at your home or at a place of your choice or via a video call if you live further afield. This meeting is for you to tell me your ideas, what you like and dislike and, where we meet in person, to try on some sample pieces. We’ll talk about what would feel more comfortable in your hair and bead and metal options. Following our consultation, I’ll draw a rough sketch of how I see your design with a quote. If you’re happy to place your order, I’ll set up an invoice for you, which can be paid in instalments (please see the section above for more information).
Can you recreate something I’ve seen on Pinterest?
I don’t think it is fair to replicate someone else’s work, so I don’t. I am happy for you to show me images of things that you like but the design will be my own.
can I cancel or return my bespoke order?
As you are heavily involved in the design process and your order is designed to your specifications and agreed by you, I am unable to offer refunds for bespoke orders unless they are broken on arrival, in which case I will send you a replacement.
How much does a bespoke order cost?
The price of your order will depend on the type of accessory you are ordering and the amount of detail. To calculate your quote, I take into consideration the cost of materials needed to make your accessory, the amount of time it will take me to make it and any packaging costs, which are factored into the price of your order. Bespoke pieces can start from as little as £50. Please feel free to contact me to get a quote for any work you would like done and I can advise you from there.
How long should I allow for a workshop?
For the majority of accessory workshops, it is best to allow at least 2 hours. Brooch bouquet workshops will take a full day and if we don’t manage to finish in that time, we can schedule in a follow up date to complete any work.
How many people can I bring to a workshop?
I can cater for up to 5 people here at Elsa Rose, but you may have more space in your chosen venue, in which case it’s best to get in touch and see what will work best. Generally groups of 3-5 work well as it allows enough time for everyone to get one-to-one help. I can also run a workshop for individuals or pairs so there is no minimum requirement to book.
What do I need to bring to a workshop?
Just yourself! I will provide you with all the tools and materials you need for your workshop, along with a gift box to protect and display your work.
How much does a workshop cost?
Workshops start from £40 and include all tools, material and tuition.
I’m not creative, will I manage to make something?
Of course! I’m there to help and will make sure that you leave with a beautiful piece that you’re proud of.
postage and packaging
Why do I have to pay for Special Delivery Postage?
Due to the value of the accessories I make, they need to be sent via Royal Mail’s Special Delivery Service. This means that your item is tracked from the post office to your door, is insured against damage in transit and will arrive within one working day of being sent. I absorb some of the cost of postage so that it reduces the cost for you. You can read more about postage and packaging here.
I live locally, can I pick up my order?
You are more than welcome to come and collect your order once it’s ready if you live locally. If you are purchasing through my website, please let me know before you place your order so I can take off the postage cost for you.