Cancellation Policy

Last updated: 22 July 2026

We understand that circumstances can change and that you may wish to cancel an order or withdraw from a purchase. At Elvora The Label, we aim to make this process as straightforward and transparent as possible.

Please read this Cancellation Policy carefully before placing an order.

1. Your Right to Cancel

Customers purchasing eligible products online have a statutory right to cancel their order without providing a reason.

The statutory cancellation period ends 14 days after the day on which you, or a person nominated by you who is not the delivery carrier, takes physical possession of the products.

In addition to your statutory rights, Elvora The Label voluntarily offers a 30-day cancellation and returns period for eligible products.

Under our voluntary policy, you must notify us that you wish to cancel or return your purchase within 30 days of receiving your order.

To exercise your right to cancel, you must clearly inform us of your decision before the applicable cancellation period expires.

Please email support@elvorathelabel.com and include your order number and the email address used to place the order.

You do not need to provide a reason for cancelling, although you may do so if you wish.

2. Cancelling or Changing an Order Before Dispatch

You may request to cancel or amend an order within two hours of placing it.

We cannot guarantee that a cancellation or amendment will be possible, as orders may enter processing shortly after they are placed.

Where your order has not yet been processed or dispatched, we will make reasonable efforts to cancel or amend it as requested.

If an eligible order is successfully cancelled before dispatch, a full refund will be issued using the original payment method.

Changing an order may not be possible after payment has been completed. In such circumstances, we may need to cancel the original order and ask you to place a new one.

3. Cancellation After Dispatch

Once an order has been processed or dispatched, we may be unable to stop the delivery.

You may still exercise your statutory cancellation rights or use our voluntary 30-day return policy where the product is eligible.

You must notify us that you wish to cancel and return the product in accordance with this Cancellation Policy and our Returns and Refund Policy.

After notifying us of your statutory cancellation, you must return the products within 14 days.

Products returned under our voluntary 30-day policy must also be sent back promptly and in accordance with the return instructions provided by our customer service team.

4. Condition of Returned Products

You may inspect products in the same way that you reasonably would in a physical shop.

Returned products should be:

• Unworn and unused, except where reasonably necessary to inspect them

• In their original condition

• Free from damage, marks, scents and signs of wear

• Returned with their original tags attached

• Returned in their original packaging where reasonably possible

We may reduce your refund where a product has lost value because it has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality.

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

5. Refused, Unclaimed or Undeliverable Parcels

Refusing a parcel or failing to collect it does not automatically constitute formal notice that you wish to cancel your order.

You should contact us at support@elvorathelabel.com as soon as possible to confirm your cancellation request.

Where a parcel is refused, remains unclaimed or is returned because an incorrect or incomplete delivery address was provided, reasonable delivery and return costs may be deducted from your refund where legally permitted.

No deduction will be made for costs resulting from an error by Elvora The Label or where the product is faulty, damaged or incorrectly supplied.

Any refund will be processed after the parcel has been returned to us or our designated return facility and its contents have been confirmed.

6. Personalised and Non-Cancellable Products

The right to cancel may not apply to:

• Products made to your specific measurements or specifications

• Clearly personalised or customised products

• Sealed products that are unsuitable for return for health protection or hygiene reasons once unsealed

• Products that deteriorate or expire rapidly

• Any other products excluded from cancellation rights under applicable law

An item being described as a sale or final-sale product does not, by itself, remove your statutory rights.

Any cancellation or return restriction will be clearly communicated before you complete your purchase where required.

These exclusions do not affect your rights where a product is faulty, damaged, incorrectly supplied or not as described.

7. Return Delivery Costs

You will normally be responsible for the direct cost of returning products where you cancel because you have changed your mind or return an item under our voluntary 30-day policy.

We will cover reasonable return costs where a product is:

• Faulty

• Damaged upon arrival

• Incorrectly supplied

• Not as described

Please contact us before returning a faulty or incorrect product so that we can provide the appropriate instructions.

Unauthorised return delivery charges may not be reimbursed where a more reasonable return method was available.

8. Refunds Following Cancellation

Eligible refunds will be issued using the original payment method unless you expressly agree to another method.

Where you exercise your statutory right to cancel, we will refund:

• The price paid for the returned products

• The cost of our least expensive standard delivery option

Additional amounts paid for express, premium or upgraded delivery will not normally be refunded beyond the cost of standard delivery.

We may withhold your refund until:

• We receive the returned products; or

• You provide acceptable evidence that the products have been sent back,

whichever occurs first.

Refunds will be issued without undue delay and no later than 14 days after we receive the returned products or acceptable evidence that they have been returned.

Once a return has been received, inspected and approved, we aim to process the refund within one to two working days.

Your bank, card issuer or payment provider may require an additional five to ten working days to credit the funds to your account.

9. Faulty, Damaged or Incorrect Products

The cancellation provisions in this policy are separate from your statutory rights relating to faulty, damaged, incorrectly supplied or misdescribed products.

Where a product does not meet the standards required by UK consumer law, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances.

Please contact us as soon as reasonably possible and include:

• Your order number

• A description of the issue

• Clear photographs or videos where relevant

• The email address used to place the order

Your statutory consumer rights remain unaffected.

10. How to Request a Cancellation

To request a cancellation or notify us that you wish to withdraw from your purchase, please email:

Email: support@elvorathelabel.com

Please include:

• Your full name

• Your order number

• The email address used to place the order

• The product or products you wish to cancel

• Your reason for cancelling, if you wish to provide one

Your cancellation request will be treated as received when it reaches our customer service inbox.

11. Contact Information

If you have any questions about cancellations or returns, our customer service team will be happy to assist you.

Shop Name: Elvora The Label
Company Name: Elvora LTD
Address: 91 Rosewood Avenue, Kingswell KT7 4NP, United Kingdom
Email: support@elvorathelabel.com
Customer Service Hours: Monday to Saturday, 9:00 am–8:00 pm UK time
Response Time: Within 24 hours