Refund & Return Policy

We want you to be completely satisfied with your purchase from Elevn London. If for any reason you are not happy, this Refund & Return Policy explains your rights and options.

1. Eligibility for Returns

  • You may return items within 30 days of receiving your order.

  • Items must be:

    • Unworn, unwashed, and unused.

    • In original packaging, with tags attached.

    • Free from stains, odours, or damage.

Non-returnable items include:

  • Gift cards

  • Underwear & swimwear (for hygiene reasons)

  • Final sale or clearance items

2. Return Process

  1. Contact us at support@elevnlondon.co.uk with your order number and reason for return.

  2. We will provide you with a return address and instructions.

  3. Package the item securely and ship it back to us.

  4. Once received and inspected, we will notify you about the approval or rejection of your refund.

3. Refunds

  • Approved refunds are issued to the original payment method within 7–10 business days.

  • You will receive an email confirmation once the refund is processed.

  • Refund times may vary depending on your bank or payment provider.

4. Exchanges

  • We currently do not offer direct exchanges.

  • If you wish to exchange, please return the item for a refund and place a new order for your desired item.

5. Shipping Costs for Returns

  • Customers are responsible for return shipping costs (unless the item is faulty or incorrect).

  • If the item is damaged or we sent the wrong product, we will cover return shipping costs.

6. Late or Missing Refunds

If you have not received your refund:

  • First, check your bank account again.

  • Then, contact your credit card company or bank (processing times may vary).

  • If you still have not received it, contact us at support@elevnlondon.co.uk

7. Faulty or Incorrect Items

If you receive a defective, damaged, or incorrect product:

  • Contact us within 7 days of delivery with photos of the issue.

  • We will arrange a replacement or issue a full refund, including shipping costs.

8. Right to Cancel (UK & EU Customers)

Under the UK Consumer Contracts Regulations, you have the right to cancel your online order within 14 days of receiving it, for any reason. This is in addition to our 30-day return policy.

9. Contact Us

For returns or refund inquiries:
📧 Email: support@elevnlondon.co.uk
📍 London, United Kingdom