Eloise Benjamin
Last updated: 20 October 2026
1. Overview
Thank you for shopping with Eloise Benjamin.
We want you to be happy with your purchase. This policy explains your rights when returning signed books and book bundles purchased directly from our website, https://eloisebenjamin.co.uk.
We currently accept orders for delivery within the United Kingdom only.
Nothing in this policy affects your statutory rights under UK consumer law.
2. Standard Returns and Cancellations
For eligible products purchased online, you have the legal right to cancel your order within 14 days of receiving your goods, without giving a reason.
To exercise this right, you must notify us within 14 days of receiving your order by emailing hello@eloisebenjamin.co.uk. You may use the cancellation form at the end of this policy, but you are not required to do so.
Once you have notified us, you have a further 14 days to return the goods.
You may inspect the goods as you would in a shop, but you may be responsible for any reduction in their value resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Please contact us for return instructions. Your statutory cancellation rights do not depend on our approval.
3. Signed Books and Book Bundles
All physical books sold directly through our website are signed by the author.
Signature-only books
Books signed by the author without a customer-specific dedication are generally eligible for the standard 14-day cancellation rights described above.
Personalised dedication books
Books prepared with a dedication specifically requested by the customer, such as a recipient’s name, are generally exempt from the statutory 14-day change-of-mind cancellation right where they qualify as genuinely personalised goods made to the customer’s specifications.
This exception does not affect your statutory rights if a personalised book arrives damaged, faulty, incorrect or not as described.
Please check all personalisation details carefully before placing your order.
Signed book bundles
Signed book bundles are subject to the same statutory consumer rights. Where a bundle contains personalised items, the applicable cancellation rights depend on the nature of the products and the order.
4. Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty, incorrect or not as described, please contact us at hello@eloisebenjamin.co.uk as soon as reasonably possible.
Please include your order number, a description of the issue and, where possible, photographs showing the problem.
Under the Consumer Rights Act 2015, you may be entitled to a repair, replacement or refund depending on the circumstances.
For faulty goods, you generally have a 30-day short-term right to reject them for a refund. Additional rights may apply after that period.
Where goods are faulty or incorrectly supplied, we will cover reasonable return postage costs where a return is required.
These rights apply to both signature-only and personalised books.
5. Return Instructions and Postage
To arrange a return, please email hello@eloisebenjamin.co.uk, quoting your order number and the reason for your return, if applicable.
We will provide the return address and instructions by email.
For change-of-mind returns:
Customers are responsible for the direct cost of returning eligible products.
We recommend using a tracked postal service and retaining proof of postage.
For faulty, damaged or incorrect items:
We will arrange or reimburse reasonable return postage costs where required by law.
Customers are not required to obtain approval before exercising their statutory cancellation rights.
6. Refunds
For valid change-of-mind cancellations, we will refund the price of the returned products and the original standard delivery charge, as required by law.
If you selected a delivery service more expensive than our least expensive standard delivery option, we are not required to refund the additional delivery cost.
Where you cancel only part of an order, the original delivery charge may not be refundable if the same charge would have applied to the items you keep.
We will issue your refund within 14 days of receiving the returned goods or receiving satisfactory evidence that they have been sent back, whichever is earlier.
Where goods have not yet been dispatched, refunds following a valid cancellation will be issued within 14 days of being informed of the cancellation.
Refunds will normally be made using the original payment method unless otherwise agreed.
Your payment provider may take additional time to display the refund in your account.
7. Sale and Discounted Items
Books purchased during a sale or promotion are subject to the same statutory consumer rights as full-price products.
Discounted items are not automatically excluded from refunds or returns.
The rules concerning genuinely personalised books still apply.
8. Gifts
If a book was purchased as a gift, the purchaser normally holds the contractual right to request a refund.
Refunds will generally be issued to the original payment method.
If you received a book as a gift and there is a problem with it, please contact hello@eloisebenjamin.co.uk so we can assist you.
9. Lost or Missing Deliveries
If your order has not arrived within the expected delivery period, please contact hello@eloisebenjamin.co.uk with your order number.
We will investigate the issue with the delivery provider.
Where we arrange delivery, we generally remain responsible for the goods until they are delivered into your physical possession or that of a person you have identified to receive them, subject to applicable consumer law.
10. Contact Us
If you have questions about a return, cancellation, refund or delivery issue, please contact:
Eloise Benjamin
Independent Author and Sole Trader
United Kingdom
Email: hello@eloisebenjamin.co.uk
Please include your order number when contacting us about an existing purchase.
11. Your Statutory Rights
This policy explains our returns procedures and your rights as a customer.
It does not limit or exclude any rights available to consumers under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable UK legislation.
12. Model Cancellation Form
You may use the following form to cancel an eligible order, although you are not required to use it.
To: Eloise Benjamin
Email: hello@eloisebenjamin.co.uk
I hereby give notice that I cancel my contract for the purchase of the following goods:
Goods ordered:
Order number:
Date ordered:
Date received:
Customer name:
Customer address:
Date of cancellation:
You may send this information by email. No physical signature is required for an emailed cancellation request.