Order
How do I place an order?
Simply browse our website, add your chosen item to your cart, and proceed to checkout. Follow the steps to enter your shipping and payment details, then confirm your order. You do not need an account to place an order.
Can I cancel my order?
You may cancel your order within 24 hours of placing it by contacting us at info@elara-london.com. Please include your order number in your message.
After this period, we cannot guarantee cancellation as your order may already be in processing. Once your order has been dispatched, cancellation is no longer possible.
Can I modify my order after placing it?
We are unable to modify orders once they have been placed. If you need to make changes, please contact us immediately at info@elara-london.com and we will do our best to assist before the order is dispatched.
Will I receive a confirmation after placing my order?
Yes. Once your payment has been successfully processed, you will receive an order confirmation email containing your order details and a summary of your purchase. This email serves as your receipt.
What happens if an item is out of stock?
If an item becomes unavailable after your order has been placed, we will contact you promptly to offer an alternative or a full refund.
Shipping
For more information about shipping please refer to our Shipping Policy.
How much does shipping cost?
Shipping is completely free on all orders. There are no minimum purchase requirements and no hidden fees at checkout.
Where do you ship?
We ship exclusively within the United Kingdom. We are currently unable to deliver to international addresses, PO Boxes, or BFPO (British Forces Post Office) addresses.
How long does delivery take?
Orders are typically delivered within 6–10 business days from the date of order confirmation. This breaks down as follows:
- Handling time: 1–3 business days
- Transit time: 5–7 business days
Business days are Monday to Friday, excluding UK public holidays.
What is the order cut-off time?
Orders placed before 5:00 PM GMT on a business day will begin processing the same day. Orders placed after 5:00 PM GMT, on weekends, or on UK public holidays will begin processing on the next business day.
Which carrier do you use?
All orders are shipped via Royal Mail. Deliveries are door-to-door and fully tracked.
Will I receive tracking information?
Yes. Once your order has been dispatched, you will receive a shipping confirmation email containing a tracking link so you can monitor your delivery in real time. You can track your order on our Track Your Order page.
Can I change my delivery address after placing an order?
If you need to update your delivery address, please contact us as soon as possible at info@elara-london.com. Once your order has been dispatched, we are unable to make changes to the delivery address.
What should I do if my order is delayed or lost?
If your order has not arrived within the estimated timeframe, please contact us at info@elara-london.com with your order number. We will investigate with Royal Mail and provide a replacement or refund if the parcel is confirmed lost.
Returns & Refunds
For more information about returns and refunds please refer to our Return & Refund Policy.
What is your return window?
You may return your order within 30 days from the date of delivery.
What condition must the item be in to be eligible for a return?
To be eligible for a return, the item must be:
- Unused and in its original condition
- All original hardware, zippers, straps, and attachments intact
- Original tags still attached
- Returned in the original packaging
- Accompanied by proof of purchase (order number or receipt)
Items showing signs of use, scratches, stains, or damage caused after delivery may not be accepted unless the item arrived faulty.
How do I request a return?
Please do not send items back without contacting us first. Email us at info@elara-london.com with your order number and reason for the return. Our team will respond within 1 business day. If approved, we will send you our warehouse return address and clear return instructions.
Who pays for return shipping?
This depends on the reason for the return:
- Change of mind or unwanted item: return shipping is the customer's responsibility
- Defective, damaged, or incorrect item: return shipping is free and covered by Elara London
We recommend using a tracked postal service for your own protection. We do not charge any restocking fees.
How long does a refund take?
Once we receive and inspect your return, we will notify you by email. Approved refunds are processed within 7 days after inspection and issued to your original payment method in British Pounds Sterling (£).
Please allow additional time for your bank or payment provider to process the refund.
Can I exchange an item?
Yes. We accept exchanges within 30 days of delivery for a different model or colour, subject to availability. To request an exchange, email us at info@elara-london.com with your order number and the item you would like instead.
My item arrived damaged or incorrect. What should I do?
Please contact us at info@elara-london.com as soon as possible and include your order number and clear photos of the item and its packaging. We will arrange a free return and offer either a replacement or a full refund.
Payments
For more information about payments please refer to our Payment Policy.
What payment methods do you accept?
We accept the following secure payment methods: American Express, Apple Pay, Google Pay, Maestro, Mastercard, Shop Pay, and Visa.
Are there any additional fees at checkout?
No. There are no hidden fees or additional transaction costs. The total amount shown at checkout is the exact amount you will be charged.
Is my payment information secure?
Yes. All transactions are processed through Shopify Payments using SSL encryption and comply with PCI DSS security standards. We do not store or have access to your full payment card details.
I have a billing issue. Who do I contact?
Please contact us first at info@elara-london.com and we will do our best to resolve the issue promptly before any further steps are taken.
Customer Support
How can I contact Elara London?
You can reach us by email at info@elara-london.com. Our customer support team is available Monday–Friday, 9:00 AM – 5:00 PM GMT. We aim to respond to all enquiries within 24 hours.
Contact Information
Store Name: Elara London
Email: info@elara-london.com
Phone: +44 20 8073 1743
Response Time: 30 minutes - 24 hours
Customer Service Hours:
Monday-Friday: 09:00-17:00 GMT
Saturday & Sunday: 10:00-16:00 GMT
Follow us on Instagram @elara_london_bags
Company Information
Operated By: Jarne Peters
Company Number: 0795230843
VAT Number: BE0795230843
Company Address: Trinellestraat 20, Riemst, Limburg, 3770, Belgium