Terms of service
Please review the following Terms and Conditions carefully before placing an order with Elara London. By placing an order, you agree to be bound by these terms.
1. Made-to-Order Policy
All Elara London products are made to order. Production begins only after payment confirmation has been received.
2. Customer Responsibility
Customers are advised to carefully review size charts, product details, and specifications before placing an order. We recommend double-checking all selections prior to checkout.
3. Order Modifications
Any modifications to an order must be requested within 24 hours of order placement. Requests made after this period may not be accommodated.
4. Payment Terms
Full payment is required at the time of placing the order. No production work will begin until the payment has been confirmed.
5. Accepted Payment Methods
We accept debit/credit cards, bank transfers, and selected online payment gateways.
6. Order Confirmation
A confirmation email or message will be sent once your payment has been received and your order has been successfully placed.
7. Order Cancellations
Orders may be canceled within 24 hours of placement. A 10% deduction on Service Charges will apply. After 24 hours, the order enters production and cannot be canceled for a refund. Failure to read product details or size guides does not qualify for a refund.
8. Colour Representation
We strive to represent product colours as accurately as possible. However, actual colours may vary slightly due to lighting conditions, photography, and individual device screen settings.
9. Colour Variations
Such colour differences do not qualify as defects and are not grounds for return or exchange.
10. Worldwide Delivery
We deliver worldwide through reliable courier services to ensure your order reaches you safely.
11. Delivery Delays
Elara London is not responsible for delays caused by courier services, customs authorities, or other third-party logistics providers.
12. Processing Time
Our standard processing time is 21–30 business days. This timeframe begins once the order has been confirmed and payment has been cleared.
13. Shipping Time
Shipping time depends on your location and the selected shipping method at checkout.
14. Peak Season Delays
Additional time may be required during peak seasons or due to unforeseen operational delays.
15. Force Majeure
We are not responsible for delays caused by natural disasters, global disruptions, public holidays, courier or customs issues, or incorrect delivery information provided by customers.
16. Defective or Incorrect Items
If you receive a defective or incorrect item, please contact us within 48 hours of delivery with:
- Order number
- Description of the issue
- Clear photographs of the item and packaging
We will investigate the matter and offer relevant compensation as appropriate.
17. Privacy Commitment
We are committed to protecting your privacy. Your data will only be used for:
- Order processing and fulfilment
- Communication regarding your order
- Marketing communications (only if you have opted in)
18. Data Sharing
We do not sell, trade, or share your personal data with third parties.
19. Intellectual Property
All designs, photographs, product names, and content on our website and social media platforms are the intellectual property of Elara London. Reproduction or use without prior written permission is strictly prohibited.
20. Business Ethics
We are committed to honest product representation, clear communication, and fair pricing across all our operations.
21. Policy Updates
Any changes to shipping or production timelines will be communicated transparently and in a timely manner.
22. ESG Standards
We uphold Environmental, Social, and Governance (ESG) standards across our operations and supply chain.
23. Ethical Sourcing
Our products are ethically made, and we partner with responsible suppliers who share our commitment to quality and sustainability.
24. Contact Us
For queries, concerns, or support, please reach out to us:
Email: support@shopelaralondon.com
WhatsApp Support: +44 7577 506388
We’re here to help and aim to respond as quickly as possible.