Hi Gaynor,
We’re genuinely sorry that your first experience shopping with us wasn’t what you expected. However, we feel it’s important to clarify several points in your review, as it gives a rather misleading impression of how your complaint was handled.
Firstly, we’d like to clarify the actual timeline of your order and our response.
Your order was delivered on 20 August 2026.
The first email we successfully received from you was on 24 August. We responded the following day, 25 August, and processed a refund of £3.60 for two items at 1:46 pm. A refund confirmation was also emailed to you.
Your review was then published on 26 August.
This means that from the point your correspondence reached us, we responded and issued a refund within one day, well within our usual customer service response times.
We appreciate that you attempted to contact us before this and experienced bounced emails. However, the email address printed on our invoices is a genuine, active business address that regularly receives correspondence from other customers.
We cannot currently explain why your earlier emails were unsuccessful and we certainly don’t dispute that you experienced delivery errors. This may have been a technical issue, which we are happy to investigate. However, emails that never reached our inbox could not have been responded to and this should not be mistaken for us deliberately ignoring a customer.
Secondly, regarding your refund:
As confirmed above, a refund was processed before this review was published. Following further private correspondence, you mentioned an additional missing item and we have offered to investigate and refund anything that remains outstanding we are yet to receive a response.
We would never knowingly expect a customer to pay for items they haven’t received, regardless of the amount.
Thirdly, regarding our website:
We do have published policies and contact options available to customers. However, we appreciate your feedback about making the process for out of stock items clearer and are happy to review this.
Finally, we’d like to address the title of your review, “Buyer Beware – No Help After You’ve Paid”.
We find this particularly disappointing because it simply doesn’t reflect the assistance you received once your complaint reached us.
Eliza Henri is a small, independent, family-run business approaching ten years of trading. We have over 800 verified five-star reviews on our website, a Facebook page followed by thousands of people and a customer community of more than 7,000 members.
We’ve spent almost a decade building a business that thousands of crafters trust and return to regularly.
We absolutely accept that mistakes and technical issues can happen, and we welcome constructive feedback when things aren’t right.
However, we feel there’s a considerable difference between explaining that you experienced difficulties contacting us and publicly warning others against shopping with a business that responded and refunded you within one day of receiving your complaint.
We have also taken the time to correspond with you personally since your review, to understand your concerns and offer further assistance.
We’re sorry that your experience was frustrating, but we believe it’s only fair that prospective customers are given the complete picture.
We take customer service seriously, and while we cannot promise that nothing will ever go wrong, we can promise that we will always work to put things right.
