FAQ
Orders & Payment
How do I place an order?
Simply select your desired items, choose the correct size and color, add them to your cart, and proceed to checkout. Once payment is completed, your order will be processed.
Which payment methods do you accept?
Available payment methods are shown at checkout and may vary depending on your country or location.
Can I cancel my order?
Yes, orders can be canceled within 24 hours after placing the order.
Please contact us as soon as possible at info@elara-london.com.
After 24 hours, cancellation is no longer possible and the order must follow the return process after delivery.
Shipping & Delivery
How long does processing take?
Orders are processed within 1–3 business days.
What is the delivery time?
The average delivery time is 3–7 business days, depending on your location.
Will I receive a tracking number?
Yes. Once your order has been shipped, you will receive a confirmation email with tracking information.
Returns & Refunds
What is your return policy?
You may return an item within 30 days of receiving it, provided it meets our return conditions.
What are the conditions for returning an item?
Returned items must be:
- Unused, unwashed, and undamaged
- In original condition with all tags attached
- Only tried on, not worn
Ordering multiple sizes with the intention of returning part of the order is not permitted.
Who pays for return shipping?
All return shipping costs, including international shipping and customs fees, are fully borne by the customer.
How do I return an item?
- Contact info@elara-london.com within 30 days of receiving your order
- You will receive the return address of our supplier
- Ship the item back at your own expense (track & trace recommended)
When will I receive my refund?
Once the returned item has been received and approved, your refund will be processed within 14 days using the original payment method.
Size & Product Information
How do I choose the right size?
Please refer to the size guide on the product page. If you are between sizes, we recommend choosing the larger size.
Are product photos accurate?
We do our best to display products as accurately as possible. However, colors may vary slightly due to lighting or screen settings.
Responsibility & Liability
What if my package is marked as delivered but I didn’t receive it?
If tracking information shows that the package has been delivered, responsibility lies with the customer. Please check with neighbors or your local carrier first.
What if I entered the wrong address?
Customers are responsible for providing the correct address. Address errors must be reported within 24 hours after placing the order.