Refund policy

We want you to be sure of every ELARA piece. If something isn't right, this page explains how returns, exchanges and refunds work, and what to expect at each step.

Our 14-day return policy

You have 14 days after receiving your item to request a return.

To be eligible, your item must be in the same condition that you received it — unworn, unused, with all tags attached, and in its original packaging. You'll also need the receipt or proof of purchase.

How to start a return

To begin a return, contact us at info@elaraclothing.com. If your return is accepted, we'll send you instructions on how and where to send your package.

Please don't send anything back before requesting a return — items returned without a prior request can't be accepted. If you have any question at all, write to us at info@elaraclothing.com and we'll help.

Return shipping costs

If you're returning an item because you've changed your mind, you're responsible for the cost of return shipping, and for arranging the return with a carrier of your choice. We recommend a tracked service, as we can't be responsible for items lost on their way back to us.

This does not apply to faulty, damaged or incorrect items — see below.

Damaged, defective or incorrect items

Please inspect your order as soon as it arrives. If your item is defective, damaged, or you've received the wrong piece, contact us immediately at info@elaraclothing.com so we can assess it and put it right.

In these cases, ELARA covers all associated costs, including return shipping and reshipping a replacement. We'll either provide a prepaid return label or reimburse your return postage. Nothing comes out of your pocket for a fault on our side.

This is in addition to your statutory rights under the legal guarantee of conformity, which apply to faulty or non-conforming goods.

Your right of withdrawal (EU / Portugal — 14 days)

If your order is shipped within the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without giving a justification. This statutory right applies in addition to our 14-day policy above.

As above, the item must be returned in the same condition you received it — unworn, unused, with tags, and in its original packaging — and you'll need the receipt or proof of purchase. Where you exercise this right of withdrawal, the cost of return shipping is yours, unless the item is faulty, damaged or incorrect.

Non-returnable items

Gift cards cannot be returned. Sale items are not eligible for return or exchange under our standard 14-day policy.

None of the above affects your statutory right of withdrawal, or your rights in respect of faulty or non-conforming goods.

If you're unsure whether your item qualifies, get in touch before sending it back.

Exchanges

Our pieces are made in limited runs, so the surest way to get the size or piece you want is to return the original item and, once the return is accepted, place a new order separately. This way your preferred piece is secured before it sells through.

Refunds

Once we've received and inspected your return, we'll let you know whether your refund has been approved. If it is, you'll be refunded to your original payment method within 10 business days.

Bear in mind that your bank or card provider may need additional time to process and post the refund. If more than 15 business days have passed since we approved your return and you haven't seen it, please contact us at info@elaraclothing.com.