Refund policy

Last Updated: 10th June 2026

1. Introduction

At Elara London, we take great pride in the quality and craftsmanship of every garment we create. Each piece is carefully inspected before dispatch to ensure it meets our high standards. We kindly request that you read this policy carefully before placing an order.

2. Order Cancellation

Customers may request to cancel an order within 24 hours of placement. A service fee deduction will apply. After 24 hours, cancellations 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 completely satisfied with your ready-to-wear purchase, you may request a return within 14 days of receiving your order, subject to the following conditions:

  • The item must be unworn and unused
  • It must be in its original condition
  • All original tags must remain attached
  • It should be returned in original packaging where reasonably possible
  • It must 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

We strongly recommend reviewing sizing, colour, and product specifications carefully 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 via our WhatsApp Customer Support:

Please include the following details:

  • Order number
  • Description of the issue
  • Clear photographs of the item and packaging
  • Once 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
  • 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 the 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 held 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 completed.

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 reach out to our WhatsApp Customer Support:

We're here to help and aim to respond as quickly as possible.