Refund Policy
At Encapsulate Living, we want every purchase to feel thoughtful, useful and aligned with the experience you were expecting. If something is not quite right, please read the policy below and get in touch so we can help.
Physical Products
This applies to printed guides, books, journals, workbooks and other physical products purchased directly from Encapsulate Living.
If you change your mind, you may request a return within 14 days of receiving your order.
Once you have told us you would like to return your item, you have a further 14 days to send it back to us.
To be eligible for a return, the item must be:
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unused
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undamaged
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in a resellable condition
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returned with any original packaging where possible
Once we receive the returned item, or you provide proof that it has been sent back, we will process your refund to the original payment method.
Please note that customers are responsible for return postage costs unless the item is faulty, damaged or incorrect.
Faulty, Damaged or Incorrect Items
If your item arrives damaged, faulty or you receive the wrong product, please contact us within 7 days of delivery with:
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your order number
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a brief description of the issue
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clear photos of the item and packaging
Where appropriate, we will offer a replacement, repair or refund.
Digital Products
Digital products may include downloadable guides, PDFs, templates, workbooks or other digital resources.
Due to the nature of digital products, refunds are not usually available once the product has been downloaded or accessed.
If there is a technical issue with your digital product, please contact us and we will do our best to resolve it.
For digital downloads, customers may be asked to confirm that they consent to immediate access and understand that this may affect their cancellation rights.
Digital downloads can have different cancellation rules where access begins during the 14-day cooling off period with the customer’s consent.
Bespoke Planning, Discovery Calls and Services
This applies to discovery calls, bespoke travel planning, lifestyle planning, consultancy, concierge-style services and any other service-based bookings.
If you need to cancel or reschedule a booking, please contact us as soon as possible.
Where a service has not yet started, you may be entitled to cancel within the applicable cooling-off period.
Once work has begun on a bespoke or personalised service with your agreement, refunds may be reduced to reflect the time, planning, research or preparation already completed.
If a service has been completed, refunds will not usually be available unless there has been a clear issue with the service provided.
Personalised Custom Orders
Personalised, bespoke or custom made items are generally non refundable unless they are faulty, damaged or incorrect.
This includes any product or service created specifically for you, your trip, your preferences or your requested experience.
How to Request a Return or a Refund
To request a return or refund, please contact us at:
experiences@encapsulateluxury.com
Please include:
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your full name
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order number
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item purchased
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reason for your request
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photos, if the item is damaged or faulty
We aim to respond within 3 to 5 working days.
Refund Processing Times
Once your return has been approved and received, refunds will usually be processed within 14 days.
Refunds will be issued to the original payment method unless otherwise agreed.
Items Purchased Throuch Third Party Platforms
If you purchased an Encapsulate Living product through a third party platform such as Amazon, Etsy, Lulu or another retailer, their refund and returns policy may apply.
Please contact the platform directly for support with your order.
Contact Us
For any questions about returns, refunds or your order, please contact:
Encapsulate Living