Informativa sui rimborsi

At Elles London, every piece we offer is chosen with care, quality, and a timeless sense of style in mind. We place great importance on the quality and comfort of every item. However, we understand that sometimes an order may not be quite what you expected. That's why we've put in place a simple, clear, and transparent return, refund, and cancellation process.

Return Eligibility
You may request a return within 30 days of receiving your order. For a return to be accepted, the following conditions must be met:

  • Items must be unworn, unwashed, and unused, and in their original condition.
  • All tags, labels, and original packaging must be intact.
  • The item must be free from odours, stains, or damage.
  • The product must have been purchased directly from elleslondon.com.
  • The return must be pre-authorised by our customer service team.

Trying on items for fit, as you would in a store, is perfectly fine. However, if there are visible signs of wear, washing, or damage, a reduction in value may be applied. Unfortunately, returns that do not meet these conditions cannot be accepted, so we recommend keeping the tags attached until you are sure your items are a perfect fit.

How to Make a Return

  • Contact us at support@elleslondon.com within 30 days of receiving your order.
  • Provide your order number, the item(s) you wish to return, the reason for the return, your full name and shipping address, and clear photos if the item is faulty or incorrect.
  • Our customer service team will send you detailed instructions and the return address. You will receive a response within 24 business hours (Monday–Friday).
  • Repack the items carefully in their original box or similar packaging to avoid any damage in transit.

Please note:

  • Return shipping costs are the responsibility of the customer, except in the case of a faulty or incorrect item.
  • Returns must be sent only to the address provided by our customer service team after approval. Returns sent to any other address cannot be processed.
  • We recommend using a tracked shipping method that supports customs clearance, and ensuring accurate customs documentation. Any customs duties, taxes, or handling fees are the responsibility of the customer.

Restocking Fee
A 15% restocking fee applies to all approved returns. This fee covers inspection, processing, and inventory handling, and will be deducted from your refund. The same fee applies to unopened packages, parcels refused on delivery, and parcels left unclaimed and returned to us. This fee may be waived only if the item arrived damaged or faulty, and each case is reviewed individually.

Refund Processing
Once your return has been received and inspected by our quality team:

  • You will receive a confirmation email as soon as your return is approved.
  • Refunds are issued via the same payment method used for the purchase. Please allow 5–10 working days for the refund to be finalised by your bank or payment provider.
  • The 15% restocking fee, where applicable, will be deducted from your refund. Original shipping costs and any optional insured shipping selected at checkout are non-refundable.

If your return does not meet our conditions, it may be sent back to you at your expense.

Exchanges
If you would like to exchange your items for a different size or style, please contact us at support@elleslondon.com. We will check product availability and send you the necessary instructions for the exchange.

Damaged or Incorrect Items
In the rare event that you receive a damaged or incorrect item:

  • Please let us know within 14 days of receiving your order.
  • Provide your order number, clear photos of the item and original packaging, and a short description of the issue.
  • Eligible claims may qualify for a replacement, partial refund, store credit, or another suitable resolution at no additional cost to you, depending on the circumstances and the evidence provided.

Claims submitted after 14 days from delivery may no longer qualify for a free replacement or refund.

Order Cancellations
Orders may be cancelled within 30 minutes of purchase. Once processing has begun, cancellation requests are no longer guaranteed and may be refused depending on the status of the order. After delivery, a return may be requested in accordance with this policy. Approved cancellations made after the 30-minute window may be subject to an 8% processing fee to cover payment processing and handling costs already incurred.

Non-Returnable Items
For hygiene reasons and to maintain our quality standards, we cannot accept returns for:

  • Items with broken hygiene seals.
  • Personalised or custom-made products.
  • Underwear, shapewear, and bras once the hygiene seal has been removed.
  • Items damaged through improper use.
  • Items showing signs of wear or deterioration.
  • Items without their original tags or packaging.
  • Items returned after the 30-day period.

At Elles London, your satisfaction is our priority. We stand behind the craftsmanship and quality of every item we offer, and we are committed to giving you a smooth, elegant, and hassle-free shopping experience.

COMPANY INFORMATION

  • Shop Name: Elles London
  • Company Name: MYRB Global LLC
  • Email: support@elleslondon.com
  • Tel.: +1 307 430 1883
  • Support hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT). Our customer service team will usually get back to you within 12–24 hours on weekdays (Monday–Friday).
  • Registered Address: 2106 House Avenue, Suite 798, Cheyenne, Wyoming 82001, United States