Returns and exchanges
I gladly accept returns and exchanges
Contact me within: 14 days of delivery
Dispatch items back within: 30 days of delivery
I don't accept cancellations
But please contact me if you have any problems with your order.
The following items can't be returned or exchanged
Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:
  • Custom or personalised orders
  • Perishable products (like food or flowers)
  • Digital downloads
  • Intimate items (for health/hygiene reasons)
Returns and exchange details
Void/Valid Stickers

Security stickers are featured on the soles of the shoes were applicable. If they are removed they void a return.

Refunds, Returns & Exchanges Accepted. Cancellations accepted within 48 hours.

By purchasing you agree and acknowledge that you have read the terms and conditions of sale including shop all policies.


Refunds are not accepted in the case of the item does not fit. You must inform the seller of your correct size before purchase to ensure a guaranteed fit please provide measurements. The seller will offer an exchange for an alternative size if applicable.

Your rights as a buyer:

In the unfortunate event that you are unhappy with your order - all items must be returned unworn, in a resalable and same condition with all tags still attached and in the original packaging. You are required by law to notify the seller of a return within 14 working days of receiving the item. All items must be returned within and received within the following 14 days from the date of informing the seller, except for international who have 30 days. Buyer is required to pay returns postage. Shipping is Non refundable.

Returning Faulty Goods:

If the goods are faulty then the seller must be informed within 48 hours of receipt in order to communicate with the courier service as the item may have been damaged in transit. This is due to courier policy timescales being different to retail policy timescales. Due to the nature of the items the seller may be able source an exchange for you, If not the seller will issue you with a full refund minus shipping. Please keep any receipts for your postal charges. Photographs are a compulsory requirement.
All orders must be paid for before I will begin making them. This is to ensure that I am able to maintain my production times and avoid any wasted orders. I am always happy to quote work before I begin and the cost will be down to the time it will take to produce a pair of shoes and the cost of materials.

If you have a custom order I will create a custom listing for you to checkout so that all of the specifics are in the item description and you know what it is you are purchasing. Throughout the process I will keep you updated with images and different options available to make your shoes as unique and special as possible.
Postage and shipping:


It is a requirement upon payment for international buyers to provide their contact number and State if they based in the USA. This will ensure that your parcel reaches you in case you are not available to receive at time of arrival. You will also need to provide your foot measurements to guarantee a perfect fit.

Please ensure your address is identical to the address on your card details and Paypal account, they must be up to date.

When requested items will not be shipped to an alternative address that is not present or confirmed on current invoices.

Rush orders are not accepted due to the nature it would entail in compromising quality. Royal Mail and MyHermes will be used for the UK and Third party Worldwide courier’s will be used for international, to the value equivalent of Second class mail tracked (you will need to sign for upon arrival).

If lost in transit we will initiate a claim with the courier. The seller is not responsible for delays or custom tax charges.
Additional policies and FAQs
What is Decoupage?
The definition of Decoupage is as follows: the art or craft of decorating objects with paper cut-outs.

My shoes don’t look the same as in the picture?
With all of my designs they are handmade and as a result; shoe shape, heel height etc all change the design chosen.

Can you make this shoe in a week as I need it for an event?
I am as flexible as possible with my shoes and designs, however I cannot complete an order at such short notice. This is because some designs can take several days to produce due to drying times. If you have an event or occasion in mind please message me before checkout so that I can advise whether I can meet this deadline. Please bear this in mind when ordering and order in PLENTY of time. I would rather turn away an order than compromise on quality to save time. I want to guarantee your item arrives as it should.

Can you get other colours/pictures?
Yes I can, I am always more than happy to try and source a specific colour or image to match your design. As stated in my item descriptions, please contact me and I will see what I can do. Please also consider your screen resolution may impact the colours shown

Are the shoes durable?

First and Foremost – shoes are designed to be worn. My shoes are protected with a range of sealants to ensure they are long lasting. I also ensure that my designs are made to avoid creases and tearing and ensure a long life cycle. As these are custom craft shoes I still must stress that they should be handled with EXTRA care.

My Decoupage shoes are decorated in 2 layers of high quality book paper and then sealed with waterproofing sealants therefore please be advised to be cautious and still avoid water just in case. Creases and wrinkles will occur naturally due to wear and tear just like faux synthetic leather. Shoes have a gloss finish to them.

Can I wear the shoes in rain?
The shoes are sealed with a range of sealants to make them as water resistant as possible (British weather this will always be a factor). I have protected the shoe with an expensive waterproof sealant however I would advise to still be cautious with the good old British weather.

My item appears to have been ruined/damaged in the post?
Although this is a very rare occurrence I can appreciate that sometimes item are damaged in transit, please bear this in mind and inform me if this happens as I spend a lot of time ensuring the highest quality is maintained in the items I make, therefore when they leave my place of work they leave in perfect condition. I use both Royal Mail and Hermes Delivery and would need to know of any problems ASAP so I can raise the issue with the relevant courier. I am always happy to look at returns and repairs in these circumstances.

Elusive Rabbit is a registered trademark
This Privacy Policy describes how and when Elusive Rabbit will collect, use, and share information when you purchase an item from me, contact me, or otherwise use my services through Etsy.com or its related sites and services.

This Privacy Policy does not apply to the practices of third parties that I do not own or control, including Etsy or any third party services you access through Etsy.

1. Personal information Elusive Rabbit will collect
The information that will be collected will be your Name, Address, Phone number and email. This information is essential in order to fulfil your transaction with us. In some instances (international) phone numbers will be required for the Courier (third party) when shipping your items. This is to guarantee that the courier can call you in case you are not available to receive your items when they arrive, in some cases items may be delayed/held by the buyers country of origin (customs) therefore your phone number and email will be needed for additional contact. Name and address are used in order to ship your items to the correct premises you reside in. The information will be stored on etsy servers and will not remain under Elusive Rabbit data.

To fulfil your order, you must provide me with certain information (which you authorised Etsy to provide to Elusive Rabbit), such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide me with additional personal information, if you contact me directly.

2. Legality and sharing of personal information

Why Elusive Rabbit Needs Your Information and How It will be Used

I rely on a number of legal bases to collect, use, and share your information, including:

as needed to provide my services, such as when I use your information to fulfil your order, to settle disputes, or to provide customer support;
when you have provided your affirmative consent, which you may revoke at any time, such as by signing up for my mailing list;
if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law; and
as necessary for the purpose of my legitimate interests, if those legitimate interests are not overridden by your rights or interests, such as 1) providing and improving my services. I use your information to provide the services you requested and in my legitimate interest to improve my services; and 2) Compliance with the Etsy Seller Policy and Terms of Use. I use your information as necessary to comply with my obligations under the Etsy Seller Policy and Terms of Use.
3. The third parties with whom he shares personal information

If such a time was to occur where additional information was required in compliance with GDPR Elusive rabbit will contact you via email or etsy conversion if necessary. Your information such as your phone number will only be shared with the third party courier when your item is shipped.

Information Sharing and Disclosure

Information about my customers is important to my business. I share your personal information for very limited reasons and in limited circumstances, as follows:

Etsy. I share information with Etsy as necessary to provide you my services and comply with my obligations under both the Etsy Seller Policy and Etsy Terms of Use.
Service providers. I engage certain trusted third parties to perform functions and provide services to my shop, such as delivery companies. I will share your personal information with these third parties, but only to the extent necessary to perform these services.
Business transfers. If I sell or merge my business, I may disclose your information as part of that transaction, only to the extent permitted by law.
Compliance with laws. I may collect, use, retain, and share your information if I have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce my agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of my customers, or others.
4. Your information will only be stored on etsy servers and will not be retained by Elusive Rabbit, the length of time will remain on the system as long as etsy stores it via their policies. Please refer to etsys privacy policies as reference.

Data Retention

I retain your personal information only for as long as necessary to provide you with my services and as described in my Privacy Policy. However, I may also be required to retain this information to comply with my legal and regulatory obligations, to resolve disputes, and to enforce my agreements. I generally keep your data for the following time period: 4 years.

5. Transfers of Personal Information Outside the EU

I may store and process your information through third-party hosting services in the UK and other jurisdictions. As a result, I may transfer your personal information to a jurisdiction with different data protection and government surveillance laws than your jurisdiction. If I am deemed to transfer information about you outside of the EU, I rely on Privacy Shield as the legal basis for the transfer, as Google Cloud is Privacy Shield certified.

6. Your Rights

If you reside in certain territories, including the EU, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. I describe these rights below:

Access. You may have the right to access and receive a copy of the personal information I hold about you by contacting me using the contact information below.
Change, restrict, delete. You may also have rights to change, restrict my use of, or delete your personal information. Absent exceptional circumstances (like where I am required to store data for legal reasons) I will generally delete your personal information upon request.
Object. You can object to (i) my processing of some of your information based on my legitimate interests and (ii) receiving marketing messages from me after providing your express consent to receive them. In such cases, I will delete your personal information unless I have compelling and legitimate grounds to continue using that information or if it is needed for legal reasons.
Complain. If you reside in the EU and wish to raise a concern about my use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.
How to Contact Me

For purposes of EU data protection law, I, Cheryl Penny, am the data controller of your personal information. If you have any questions or concerns, you may contact me at elusiverabbit [!at] live.com.
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