Refund policy

Returns & Refunds

We hope you love your ELOWEA piece. As many of our garments are individually made, please read the following information carefully before placing your order.

Standard Orders

For items that are not made to your individual measurements, specifications or otherwise personalised, UK customers may have the right to cancel an online order within 14 days of receiving the goods, in accordance with applicable consumer law.

If you wish to make a return, please contact us within 14 days of receiving your order. After notifying us, the item must be returned within 14 days.

Returned items must be unworn, unused and in their original condition. Customers may try on a garment as they would reasonably do in a shop, but we may make an appropriate deduction where an item has been handled beyond what is necessary to establish its nature, characteristics and fit.

Made-to-Measure, Bespoke & Personalised Orders

Garments made specifically to your individual measurements or specifications, or otherwise clearly personalised for you, cannot normally be cancelled or returned simply because you have changed your mind.

This may include garments made to customer-supplied measurements and bespoke orders involving individually requested design alterations, materials, colours or other specifications outside our standard options.

Please check all measurements and bespoke details carefully before submitting your order. If we need clarification before production, we will contact you using the contact details supplied with your order.

Made-to-Order Garments

Many ELOWEA garments are made only after an order is placed. Where a garment is made to order but is not made to your individual specifications or clearly personalised, your statutory cancellation rights may still apply.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, materially different from its description, or you receive the wrong item, please contact us as soon as possible with your order number and photographs where appropriate.

We will work with you to resolve the issue in accordance with your statutory rights. Nothing in this policy affects your legal rights in relation to faulty, misdescribed or otherwise non-conforming goods.

Fit & Customer Measurements

For made-to-measure garments, the fit of the finished garment depends on the accuracy of the measurements supplied to us. Please follow our measurement guidance carefully.

If you believe there is a problem with the construction or sizing of your garment despite the measurements supplied being correct, please contact us so that we can review the matter.

How to Request a Return

Please contact us through our Get in Touch page before returning an item. Include your order number and the reason for your return.

Please do not send an item back without contacting us first, as we need to provide the appropriate return instructions.

Unless the item is faulty, incorrect or otherwise required by law, the customer is responsible for the cost of returning the item. We recommend using a tracked postal service.

Refunds

Once an eligible return has been received and inspected, we will notify you. Approved refunds will be made to the original payment method.

Where required by applicable consumer law, we will also refund the standard outbound delivery charge. Additional costs arising from a more expensive delivery option selected by the customer are not refundable beyond the standard delivery amount.

Refunds will be processed within the time required by applicable law.

International Customers

Customers outside the United Kingdom may have additional or different statutory rights depending on their country or region. Nothing in this policy is intended to exclude rights that cannot legally be excluded under applicable consumer law.

Questions

If you are unsure whether an item is returnable, particularly where you are ordering a made-to-measure or bespoke garment, please contact us before placing your order. We are happy to clarify this with you.