Returns
We hope you love your order. If something isn’t quite right, you have 30 days from receiving your piece to start a return. Here’s everything you need to know.
What can I return?
You have 14 days from the day your order arrives to request a return. To be eligible for this 14-day return, your piece should be unworn and unused, with its tags attached and in its original packaging, along with proof of purchase.
Gift cards can't be returned, and sale items fall outside this 14-day policy. None of this affects your statutory rights, including the EU 14-day right of withdrawal described below, which applies regardless of the conditions above.
How to start a return
Email us at info@elaraclothing.com to request your return. If it’s accepted, we’ll send instructions on how and where to send your parcel.
Please don’t send anything back before requesting a return — items returned without a prior request can’t be accepted.
Return costs
If you've simply changed your mind, you cover the cost of return shipping and arrange it with a carrier of your choice. We recommend a tracked service, as we can't be responsible for parcels lost on their way back to us.
If your item is faulty, damaged or incorrect, you pay nothing — see below.
If you're exercising your EU 14-day right of withdrawal, return shipping is still yours, but we also refund the original delivery cost, up to the price of our standard shipping option.
Exchanges
Our pieces are made in limited runs. The surest way to get the size or piece you want is to return your original item and, once the return is accepted, place a new order separately — so your choice is secured before it sells through.
Faulty or incorrect item?
Please check your order as soon as it arrives. If anything is defective, damaged, or not what you ordered, email us straight away at info@elaraclothing.com so we can assess it and put it right.
In these cases ELARA covers all costs — return shipping and a replacement — either with a prepaid label or by reimbursing your postage. This is in addition to your rights under the legal guarantee of conformity.
Your 14-day right (EU)
If your order ships within the European Union, you have 14 days from the day you receive it to cancel your order, for any reason and without needing to explain — in addition to our 30-day policy. Just let us know at info@elaraclothing.com.
You're free to examine the piece as you would in a shop. You don't lose this right if you've tried it on or removed the tags, though we may reduce your refund to reflect any handling beyond what's needed to check the piece, such as signs of wear.
Send the piece back within 14 days of telling us you're cancelling. Return shipping is yours, unless the item is faulty, damaged or incorrect. We'll refund your payment, including the original standard delivery cost, within 14 days of being notified — we may wait until we've received the piece back, or until you show us it's been sent.
Refunds
Once we’ve received and inspected your return, we’ll let you know whether it’s approved. If it is, you’ll be refunded to your original payment method within 10 business days.
Your bank or card provider may take a little longer to post it. If 15 business days have passed since we approved your return and you still haven’t seen it, email us at info@elaraclothing.com
Need help?
Any question at all about returns, exchanges or refunds — write to us at info@elaraclothing.com. We’re happy to help.