Refund policy
Last Updated: March 11, 2026
Overview
At Elara London, we want you to be completely satisfied with your purchase. If something is not right, we are here to help. This policy applies to all orders delivered within the United Kingdom.
Return Window
You may return your order within 30 days from the date of delivery.
Conditions for a Valid Return
To be eligible for a return, the item must meet the following conditions:
- Unused and in its original condition
- All original hardware, zippers, straps, and attachments intact
- Original tags still attached
- Returned in the original packaging
- Proof of purchase (order number or receipt) available
Items that show signs of use, scratches, stains, or damage caused after delivery may not be accepted for return unless the item arrived faulty.
Order Cancellations
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.
If your order has already shipped, you may return the item after delivery in accordance with this Return & Refund Policy.
How to 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 review your request and respond within 1 business day
- If approved, we will send you the correct warehouse return address and clear return instructions
- Pack the item securely in its original packaging and ship it using a tracked service
Return Shipping Costs
| Return Reason | Cost |
|---|---|
| Change of mind / unwanted item | Customer's responsibility |
| Defective, damaged, or incorrect item | Free – covered by Elara London |
We recommend using a tracked postal service for your own protection. We do not charge any restocking fees.
Refunds
Once we receive and inspect your return, we will notify you by email.
- Approved refunds are processed within 7 days after inspection
- Refunds are issued to your original payment method in British Pounds Sterling (£)
- Additional processing time may apply depending on your bank or payment provider
Exchanges
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.
Defective, Damaged, or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please contact us at info@elara-london.com as soon as possible and include:
- Your order number
- Clear photos of the item and its packaging
We will arrange a free return and offer either a replacement or a full refund.
Non-Returnable Items
We are unable to accept returns for:
- Items returned after the 30-day return window
- Items that have been used or damaged after delivery
- Items missing original tags, packaging, or accessories
Changes to This Policy
We reserve the right to update this Return & Refund Policy at any time. Any changes will be reflected on this page with a revised Last Updated date. We encourage you to review this policy periodically. Continued use of our website following any changes constitutes your acceptance of the updated policy.
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
Company Information
Operated By: Jarne Peters
Company Number: 0795230843
VAT Number: BE0795230843
Company Address: Trinellestraat 20, Riemst, Limburg, 3770, Belgium