Return & Refund Policy

At Elston & Lonnie, every piece is thoughtfully handmade with care, intention and attention to detail. We hope you love your purchase as much as we loved creating it.

Change of Mind

As our keepsakes, crochet creations and made-to-order items are handcrafted, we do not offer refunds or exchanges for change of mind.

Please choose carefully before placing your order. If you have any questions about a product before purchasing, we'd be more than happy to help.

Made-to-Order & Custom Orders

Custom and personalised orders are created especially for you and cannot be cancelled, returned or exchanged once production has begun.

Faulty or Damaged Items

We take great care in ensuring every order leaves our studio in beautiful condition.

If your item arrives damaged, faulty, or you believe it has a manufacturing defect, please contact us within 7 days of receiving your order by emailing elstonandlonnie@gmail.com.

Please include:

• Your order number
• A description of the issue
• Clear photographs of the item and any packaging

We will assess the issue promptly and, where appropriate, offer a repair, replacement or refund.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Crochet Patterns (Digital Downloads)

Due to the nature of digital products, PDF crochet patterns are non-refundable once they have been downloaded or accessed.

If you experience any issues with your download, please get in touch and we'll be happy to assist.

Return Shipping

Where a return has been approved, customers are responsible for return postage costs unless the item is faulty, damaged or supplied in error.

We recommend using a tracked shipping service, as Elston & Lonnie cannot accept responsibility for items lost in transit.

Contact Us

If you have any questions about your order, we're always happy to help.

Email: elstonandlonnie@gmail.com.

Thank you for supporting a small Australian handmade business. Every order means the world to us.