Refund policy

At Elowen London, we want you to be satisfied with your purchase. This policy explains how to return an item, cancel an online order or report a faulty product.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Our 30-Day Return Period

You may request a return within 30 days of receiving your order.

To begin a return, please contact us at support@elowen-london.com and include:

  • Your full name
  • Your order number
  • The item you wish to return
  • The reason for the return

Please do not return an item to the address printed on the original parcel. We will provide you with the correct return instructions and designated return address.

2. Your Statutory Right to Cancel

For most products purchased online, you have the right to cancel your order without providing a reason.

You must notify us within 14 days after the day you receive your order. After notifying us, you must return the product within a further 14 days.

You may notify us by email or by using the cancellation form included at the bottom of this policy.

Our extended 30-day return policy applies in addition to your statutory cancellation rights.

3. Condition of Returned Products

You may inspect and try on the product in the same way that you reasonably would in a physical shop.

To qualify for a full refund, returned items should:

  • Be unworn other than for reasonable indoor fitting
  • Be returned without marks, damage, odours or signs of extended use
  • Include any original tags, accessories and components
  • Be securely packaged to avoid damage during transit

Original packaging is preferred but is not required when suitable protective packaging is used.

We may make a reasonable deduction if the product’s value has been reduced because it was handled or used beyond what was necessary to inspect its nature, characteristics and fit.

For footwear, we recommend trying the shoes on indoors and on a clean, soft surface.

4. Return Shipping Costs

For returns resulting from a change of mind, unsuitable fit, incorrect size selected or personal preference, the customer is responsible for the direct cost of returning the item.

You may arrange return postage using a courier of your choice. We strongly recommend using a tracked service and retaining proof of postage.

Where available, we may offer a prepaid return label. The direct cost of the label will be clearly communicated to you before it is issued and may be deducted from your refund with your agreement.

We do not charge restocking, handling or administration fees for exercising your statutory cancellation rights.

If the item is faulty, damaged, not as described or an incorrect item was sent, Elowen London will cover reasonable return costs.

5. Refund Amount

When you cancel within the statutory 14-day cancellation period, we will refund:

  • The price paid for the returned item
  • The cost of our least expensive standard delivery option, where a delivery charge was paid

If you selected a premium or expedited delivery method, we are not required to refund the additional amount above our standard delivery cost.

For change-of-mind returns requested after the statutory cancellation period but within our extended 30-day return period, the original delivery charge is not normally refundable.

This does not apply to products that are faulty, damaged, misdescribed or incorrectly supplied.

6. Refund Processing Time

We may withhold the refund until:

  • We have received the returned goods; or
  • You provide satisfactory evidence that the goods have been returned

Once one of these conditions has been met, your refund will be issued to your original payment method within 14 days.

After we issue the refund, your bank or payment provider may require additional time to display it in your account.

7. Faulty, Damaged or Incorrect Products

Please contact us as soon as possible if your order arrives:

  • Faulty or damaged
  • Different from its product description
  • Incomplete
  • In the wrong size or style compared with what you ordered

Please provide your order number, an explanation of the problem and, where reasonably possible, clear photographs showing the issue.

Depending on the circumstances and your statutory rights, we will provide an appropriate solution, which may include a refund, replacement or repair.

Where a product is confirmed as faulty, damaged, misdescribed or incorrectly supplied, we will not deduct return-delivery costs from your refund.

8. Exchanges

We do not currently process direct exchanges.

To obtain another size or product, please return the original item in accordance with this policy and place a new order.

9. Exceptions

The statutory right to cancel may not apply to:

  • Products made to your specifications or clearly personalised
  • Goods that deteriorate or expire rapidly
  • Sealed products that are not suitable for return for health or hygiene reasons once the seal has been broken
  • Gift cards and digital products where the applicable legal conditions have been met

This does not affect your rights when a product is faulty, damaged or not as described.

Products purchased during promotions or sales retain the same statutory rights as products purchased at full price.