Return & Refund

Last updated: 22 July 2026

At Elvora The Label, we want you to be satisfied with your purchase. If something is not right, we offer a clear and straightforward 30-day return policy.

This policy applies primarily to customers located in the United Kingdom and does not limit your statutory consumer rights.

1. Our 30-Day Return Policy

You may request a return of an eligible product within 30 days of the date on which your order was delivered.

Our voluntary 30-day return policy is offered in addition to your statutory rights.

UK customers purchasing eligible products online generally have the right to cancel their order without providing a reason. You must notify us of your decision to cancel within 14 days after receiving the products.

After notifying us that you wish to exercise your statutory right to cancel, you must return the products within a further 14 days.

For returns made outside the statutory cancellation period but within our voluntary 30-day return period, the conditions in this policy will apply.

2. Return Conditions

To qualify for a return under our voluntary 30-day policy, products must be:

• Unworn, unused and unwashed

• In their original condition

• Free from damage, marks, scents, make-up, alterations or signs of wear

• Returned with all original tags attached

• Returned in their original packaging where reasonably possible

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

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

For health-protection and hygiene reasons, sealed products that are unsuitable for return may be excluded once their seal has been broken. Any applicable restriction will be clearly stated on the relevant product page before purchase.

Sale products remain covered by your statutory cancellation and faulty-goods rights. Where a sale product is excluded from the additional voluntary portion of our 30-day policy, this will be clearly stated before purchase and will not affect your legal rights.

We do not charge restocking fees.

3. Products That Cannot Be Returned

The right to cancel or return may not apply to:

• Products made to your specifications

• Clearly personalised or customised products

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

• Products that deteriorate or expire rapidly

• Products that have become inseparably mixed with other items after delivery

• Any other products legally excluded from cancellation rights

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

4. How to Request a Return

Step 1 – Contact Us

Email support@elvorathelabel.com within the applicable return period.

Please include:

• Your full name

• Your order number

• The email address used to place the order

• The product or products you wish to return

• Your reason for returning the product, if you wish to provide one

• Photographs or videos where the product is damaged, faulty or incorrect

You do not need to provide a reason when exercising your statutory right to cancel.

Step 2 – Receive Return Instructions

Once we receive your request, our customer service team will provide:

• Confirmation of your return request

• The designated return address

• Packaging and customs instructions where relevant

• Any other information required to complete the return

Please do not send your return to our business address unless our customer service team specifically instructs you to do so.

Returns sent to an unauthorised address may be delayed, refused or returned to the sender.

Failure to follow our preferred return procedure does not remove any statutory rights you may have, but it may delay identification and processing of your return.

Step 3 – Send the Product

For statutory cancellations, products must be returned within 14 days after you notify us of your decision to cancel.

For returns under our additional voluntary 30-day policy, products should be dispatched promptly and in accordance with the instructions provided by our customer service team.

You are responsible for packaging the products securely to prevent damage during transit.

Please retain your postage receipt and tracking information until your return has been completed.

5. Return Shipping Costs

You will normally be responsible for return shipping costs where the return is due to:

• A change of mind

• An incorrect size selection

• A preference for another colour or style

• A voluntary exchange

• A return made under our additional 30-day policy

Returns may need to be sent to an international return facility. International postage charges may therefore apply.

We will cover or reimburse reasonable return shipping costs where a product is confirmed to be:

• Faulty

• Damaged upon arrival

• Incorrectly supplied

• Not as described

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

We strongly recommend using a tracked shipping service. You are responsible for the returned products until they reach the designated return facility, except where applicable law provides otherwise.

We are not responsible for returns lost because an untracked or unsuitable delivery service was used.

7. Original Delivery Charges

Where you exercise your statutory right to cancel the entire order, we will refund the cost of our least expensive standard delivery option.

If you selected an express, premium or upgraded delivery service, we are not required to refund the amount paid above the cost of standard delivery.

Original delivery charges are not normally refundable for returns made solely under our additional voluntary 30-day policy after the statutory cancellation period has ended.

Where only part of an order is returned, the original delivery charge may not be refunded unless required by law.

8. Refund Processing

Once your return has been received, we will inspect it and notify you whether the refund has been approved.

Approved refunds will be issued:

• To the original payment method

• In the original transaction currency

• Without a restocking fee

For statutory cancellations, we will issue the refund without undue delay and no later than 14 days after:

• We receive the returned products; or

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

whichever occurs first.

For returns made under our voluntary 30-day policy, we aim to process approved refunds within one to two working days after inspection.

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

Currency-conversion differences, bank charges and third-party transaction fees are generally non-refundable unless required by law.

9. Reduced or Refused Refunds

We may reduce or refuse a refund under our voluntary return policy where:

• The product has been worn, washed, altered or damaged

• Original tags have been removed

• The product contains marks, scents, make-up or other signs of use

• Parts, accessories or promotional items are missing

• The return was sent outside the applicable return period

• A legally excluded product has been returned

• The return contains a different product from the one purchased

• There is evidence of misuse, fraud or return-policy abuse

Where you exercise your statutory cancellation rights, any deduction will be limited to a reduction in value resulting from handling beyond what is reasonably necessary to inspect the product.

We will explain any deduction or refusal when notifying you of the outcome of the return inspection.

10. Exchanges

We may offer exchanges for a different size, colour or product, subject to availability.

To request an exchange, follow the return procedure and identify the replacement product you would like.

We cannot guarantee that the requested replacement will remain available while your return is in transit.

Where the replacement is unavailable, we may offer:

• An alternative product

• Store credit, with your agreement

• A refund to the original payment method

For voluntary exchanges, you may be responsible for the cost of returning the original product and delivering the replacement.

You will not be charged reasonable return or replacement-delivery costs where the exchange is required because the original product was faulty, damaged, incorrectly supplied or not as described.

Exchanges are a voluntary service and do not replace your statutory rights.

11. Damaged, Faulty or Incorrect Products

Please contact us as soon as reasonably possible if your product arrives:

• Damaged

• Faulty

• Incorrect

• Incomplete

• Not as described

Please provide:

• Your order number

• A description of the issue

• Clear photographs or videos of the product

• Photographs of the packaging and delivery label where relevant

We may ask you to return the product or provide additional evidence so that we can investigate.

UK customers may have a short-term right to reject faulty goods within 30 days of delivery. Depending on the circumstances and when the fault is reported, you may also be entitled to a repair, replacement, price reduction or refund.

A seven-day reporting request does not limit your statutory rights. However, contacting us promptly may make it easier to investigate damage that occurred during delivery.

Where a product is confirmed to be faulty, damaged, incorrectly supplied or not as described, we will provide an appropriate remedy and cover reasonable return costs where required.

12. Lost Returns

Please keep your postage receipt and tracking number until your return has been completed.

If tracking shows that your return was delivered but you have not received an update, please contact us with:

• Your order number

• Your return tracking number

• Proof of postage

• The delivery confirmation

We will investigate the matter with the return facility or delivery carrier.

We cannot guarantee a refund for a return that cannot be located and for which no proof of postage or tracking information is available.

13. Return Policy Misuse

We reserve the right to investigate and take reasonable action where we suspect:

• Fraudulent returns

• Repeated excessive returns

• Wardrobing or temporary use of products

• Returning substituted or counterfeit products

• False claims regarding loss, damage or defects

• Abuse of promotional offers

Where legally permitted, we may refuse a return under our voluntary policy, restrict future transactions or suspend a customer account.

Nothing in this section permits us to restrict valid statutory consumer rights.

14. Your Statutory Rights

Nothing in this Return and Refund Policy limits or excludes your rights under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Products supplied by us must be:

• Of satisfactory quality

• Fit for their intended purpose

• As described

Your legal remedies may include a refund, repair, replacement or price reduction, depending on the circumstances.

15. Contact Information

If you have questions about a return, exchange or refund, 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