Return and refund policy
We want you to love your Elara & Grace order. If something is not right, you can return it within 30 days after your order has arrived. Below you will find our conditions, costs and timelines.
Overview
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Policy |
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Return period |
30 days from the day your order arrives |
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Damaged, defective or incorrect item |
Return shipping is free; we cover all costs |
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Not satisfied (changed your mind, wrong size, style) |
Return shipping costs are paid by the customer |
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Refund processing time |
Within 10 business days after we receive your return |
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Restocking fee |
None |
Return conditions
- Items can be returned within 30 days after they have been delivered.
- Items must be unworn, unwashed and in their original condition, with tags and original packaging.
- Proof of purchase (order number) is required.
How to return an item
- Contact us: email info@elaraandgrace.com with your order number, the item(s) you want to return and the reason. For damaged or incorrect items, please add photos.
- Receive your return instructions: our team will confirm your return and send you the return address and instructions.
- Pack your item: pack the item safely in its original packaging, including all tags.
- Ship your return: send your parcel with a tracked shipping service and keep your proof of postage. Please do not send returns without contacting us first.
Return costs
- Damaged, defective or incorrect item: the return is completely free of charge. We cover the return shipping costs and send you a replacement or a full refund, whichever you prefer.
- Not satisfied: if you return an item because you changed your mind or it does not fit or suit you, the return shipping costs are paid by you. These costs are not refunded.
Refunds
Once we receive and inspect your return, we will email you to confirm whether your refund is approved. Approved refunds are processed to your original payment method within 10 business days. Depending on your bank or card provider, it may take a few extra days before the amount appears on your account.
Exchanges
We exchange items that are damaged, defective or incorrect free of charge. For a different size or colour, please return the original item following the steps above and place a new order.
Order cancellations
You can cancel your order free of charge before it has been shipped by contacting us as soon as possible. Once an order has shipped, it can be returned according to this policy.
Damaged or defective items
If your order arrives damaged or defective, please contact us as soon as possible, preferably within 48 hours of delivery, with your order number and photos so we can resolve it quickly.
Your statutory rights
This policy does not affect your statutory rights as a consumer, including your legal right to cancel within 14 days of delivery and your rights regarding faulty goods.
Contact information
For any questions about returns or refunds, contact us:
Email: info@elaraandgrace.com
Phone: +44 1507 435869
Store name: Elara & Grace
Company name: Mulder Holding LLC
Company address: 614 N Dupont Hwy Ste 210, Dover, Delaware, 19901, United States
Warehouse address: 13 Farndon Ave, Marston Green, Birmingham, B37 7XN, United Kingdom
Customer service hours: Our customer service is available from Monday to Friday between 9:00 am to 5:00 pm (UK time).