Returns & Refunds
Returns & Refund Policy
You have 14 days from the date you receive your order to request a return.
Return Eligibility
To be eligible for a return, your item must be:
- Unworn and unused
- In the same condition as when you received it
- Returned with all original tags attached
- Returned in its original packaging, including the original product bags where supplied
Please take reasonable care of items while they are in your possession.
We understand that you may need to handle or try on an item to check the fit. However, if an item is returned worn, damaged, marked, altered, missing tags or otherwise in a condition that reduces its value, we may make an appropriate deduction from the refund where permitted by law.
How to Make a Return
To start a return, please download and complete the RETURNS FORM below and include it with your returned item.
Returns should be sent to the return address provided on the form.
Unless the item is faulty, damaged or incorrect, customers are responsible for the cost of returning their order. We recommend using a tracked postal service and keeping your proof of postage until your return has been processed.
Please ensure your return is securely packaged. Elegante London cannot be responsible for return parcels that are lost or damaged in transit before reaching us.
If you have any questions about making a return, please contact:
Faulty, Damaged or Incorrect Items
Please inspect your order as soon as it arrives.
If you receive an item that is faulty, damaged or different from what you ordered, please contact us as soon as possible at enquiries@elegantelondon.com so we can assess the issue and arrange an appropriate solution.
Please include your order number and, where possible, photographs showing the problem.
This does not affect your statutory rights.
Customer-Damaged Items
We cannot provide a refund or replacement for damage caused after delivery through misuse, accidental damage, improper care, incorrect washing or failure to follow the item's care instructions.
This does not apply where an item is faulty or does not meet your statutory rights.
Store Credit
In some circumstances, Elegante London may offer store credit as a gesture of goodwill, including where an item does not qualify for a standard refund under this policy.
Any goodwill store credit is offered at our discretion and does not affect your statutory rights.
Where store credit is offered and accepted, we will explain the value of the credit and how it can be used.
Refunds
Once we receive your return, we will inspect the item and let you know whether your refund has been approved.
If approved, your refund will be issued to your original payment method, normally within 5 business days of approval.
Please remember that your bank, card provider or payment provider may require additional time to process the refund and show it in your account.
If more than 6 business days have passed since we confirmed that your refund was approved, please contact:
Standard Delivery For all orders, we offer standard delivery for a flat rate of £2.99. Regardless of the size of your order or your location within the UK, you can enjoy the convenience of standard delivery at this affordable rate.
Free Delivery on Orders Over £50: We believe in rewarding our loyal customers, which is why we offer free delivery on all orders over £50.
Worldwide shipping is also offered and starts from £9.99 this does not include customs charges that could be applied as your order enters your country.
Delivery Times: Once your order is placed, our team works diligently to process and dispatch it as quickly as possible. Our standard delivery times typically range from 3 to 5 business days within the UK. Please note that delivery times may vary depending on your location and any unforeseen circumstances such as adverse weather conditions or postal delays.
We deliver worldwide, with availability depending on local couriers. At checkout you’ll see if shipping is possible to your country.
Yes, once your order ships you’ll receive a tracking link by email. This allows you to monitor its progress until it reaches you.
Import duties or taxes may apply depending on your country’s regulations. Customers are responsible for covering these extra charges.
If you’re nearby, you can choose free in-store pickup at checkout. You’ll receive a notification once your order is ready for collection.
Afterpay is available in selected regions. At checkout, you’ll see if the option is supported in your country before completing payment.
Your order will be shipped from our warehouse within 1 business day. Once your order has been shipped, you will receive a shipping confirmation by email that will notify you of the carrier and the track and trace number. and it should arrive the next working day.
In some countries we use a so-called "last mile carrier" for delivery. A last mile carrier is the logistics provider who is responsible for the final stage of delivery. You will find the local carrier and package number in the tracking information which you have received from us.
Order Arrival
Our arrival times are an estimate and unfortunately cannot be guaranteed. We do our best to ship your order as soon as possible so it can be delivered in a timely manner. During campaigns and Sale, delivery can take longer. If you are not home when your parcel arrives, the carrier will leave a card telling you where to find it. It might be stored in a safe place or you will receive details on how to pick it up or rearrange delivery.
