Refund policy

Last Updated: 10th June 2026

1. Introduction

At Elara London, we take pride in the quality and craftsmanship of our garments. Each piece is carefully inspected before dispatch to ensure it meets our quality standards. Please read this policy carefully before placing an order.

2. Order Cancellation

Customers may request cancellation of an order within 24 hours of order placement with a service fee deduction. After 24 hours, cancellation may no longer be possible and the order will be subject to the returns provisions outlined below.

3. Ready-to-Wear Items

If you are not satisfied with your purchase, you may request a return within 14 days of receiving your order, subject to the conditions below. The item must:

  • Be unworn and unused;
  • Be in its original condition;
  • Have all original tags attached;
  • Be returned in its original packaging where reasonably possible;
  • Be free from perfumes, makeup, stains, damage or alterations.

We reserve the right to refuse returns that do not meet these conditions.

4. Made-to-Order, Customised and Pre-Order Items

Due to the bespoke nature of made-to-order, customised, altered or pre-order garments, these items are generally non-refundable and non-exchangeable unless:

  • The item is faulty;
  • The item is damaged;
  • The incorrect item was supplied.

Please carefully review sizing, colour and product specifications before placing your order.

5. Faulty, Damaged or Incorrect Items

If you receive a faulty, damaged or incorrect item, please contact us within 24 hours of delivery at our WhatsApp Customer Support Numbers:

UK: +44 7577 506388
PK: +92 321 0859995

Please include:

  • Order number;
  • Description of the issue;
  • Clear photographs of the item and packaging.

Where a fault is confirmed, we may offer:

  • A replacement item;
  • A repair where appropriate;
  • Store credit.

Nothing in this policy affects your statutory rights under applicable consumer protection laws.

6. Non-Returnable Items

The following items cannot be returned unless faulty:

  • Made to order garments;
  • Altered garments;
  • Pre-order items;
  • Sale or clearance items;
  • Purchased through Vouchers;
  • Accessories, jewellery or personal-use items where hygiene considerations apply;
  • Items damaged through misuse, negligence or normal wear and tear.

7. Return Shipping Costs

Unless an item is faulty, damaged or incorrectly supplied, customers are responsible for return shipping costs. We recommend using a tracked and insured delivery service, as Elara London Limited cannot be responsible for items lost during return transit.

8. Processing Refunds

Approved refunds will be processed to the original payment method. Please allow up to 14 business days after receipt and inspection of the returned item for the refund to be processed. Shipping fees are generally non-refundable unless required by law or where the return results from our error.

9. Exchanges

Where stock is available, exchanges may be offered at our discretion. Customers requesting an exchange may be responsible for any applicable shipping charges and price differences.

10. Contact Us

For return, refund or exchange enquiries, please contact our WhatsApp Customer Support Numbers:

UK: +44 7577 506388
PK: +92 321 0859995