Refund policy

Effective Date: 23-02-2026

At Elorainemode, we want every customer to shop with confidence.
If your purchase is not quite right, we are here to help.

This Refund Policy explains how you can return an item, receive a refund, or request an exchange in line with UK consumer law.


1. 30-Day Return Window

In addition to your statutory right of withdrawal of 14 days, we offer a 30-day return period from the date of delivery.

To be eligible:

  • Item must be unused, unworn, and in original condition
  • Original packaging, tags, and accessories must be included
  • Proof of purchase (order ID or receipt) is required

Items showing signs of wear, damage, or misuse after delivery may not qualify for a refund unless they are faulty.

2. Exceptions (Non-Returnable Items)

The following items cannot be returned or refunded, unless they are faulty or not as described:

  • Items that have been used, worn, washed, or damaged after delivery

 

  • Items returned without original packaging, tags, or accessories

 

  • Personalised or custom-made items (if applicable)

 

  • Items excluded from return for hygiene reasons, where the safety seal has been broken (if applicable)


3. How to Start a Return

To request a return, contact us:

 

Include your order number and the reason for your return.

Our customer service team will provide:

  • Return instructions
  • The correct return address
  • A prepaid return label (if applicable)

Do not send items back without contacting us first.
This helps us process your return quickly and correctly.


4. Return Shipping Costs

  • Return shipping is the customer’s responsibility.

 

  • In cases of faulty, damaged, or incorrect items, we will reimburse return shipping costs or provide a prepaid return label.

5. Refunds

Once your return arrives at our returns centre and is inspected:

  • We will email you to confirm approval or rejection
  • Approved refunds are processed within 5–10 business days to your original payment method

Depending on your bank or card issuer, it may take up to 14 business days for the refund to appear.

If your return is rejected (e.g. used or damaged items outside policy), we will contact you to discuss the options.


6. Exchanges

If you wish to exchange an item:

  1. Contact our support team first
  2. We will advise whether an exchange is possible or whether you should return the item for a refund and place a new order

This ensures accurate stock management and faster processing.


7. Faulty, Damaged or Incorrect Items

If an item arrives damaged, faulty, or incorrect:

  • Please contact us within 48 hours of delivery or as soon as reasonably possible
  • Include photos of the issue, your order number, and a brief description

We will offer either a replacement or a full refund, depending on your preference and stock availability.


8. Contact Information

Our customer service is available from:

Monday - Friday: 08:00 - 18:00 (GMT)

Saturday and Sunday: 10:00 - 16:00 (GMT)

Average response time: within 24 business hours

E-mail: info@elorainemode.com
Tel: +31 640666825

Support is provided from The Netherlands with dedicated English-language support for UK customers.
We respond within 24 hours on business days.


9. Company Information

This online store is operated by:
JJTCommerce, General Partnership
Company number: 98634208
Business Address: Buys Ballotsingel 10, 2871XX Schoonhoven, South Holland, The Netherlands

For shipping times and methods, see our Shipping Policy.

  • Company name: Elorainemode
  • Company number: 98634208
  • VAT: NL868578137B01
  • E-mail: info@elorainemode.com
  • Business Address: Buys Ballotsingel 10, 2871XX Schoonhoven, South Holland, The Netherlands
  • Tel: +31 640666825

Our customer service is available from:

Monday - Friday: 08:00 - 18:00 (GMT)

Saturday and Sunday: 10:00 - 16:00 (GMT)

Average response time: within 24 business hours