Returns & Exchanges

Our Commitment to You

We want you to feel confident shopping with Elavie. If something isn’t quite right, you can return your order within 30 days of delivery.

Return Eligibility Overview

  • Returns must be requested within 30 days of delivery
  • Refunds are issued to the original payment method
  • Return shipping costs are the responsibility of the customer
  • A prepaid return label can be provided upon request (cost deducted from refund)

To start a return, simply use our Returns Portal by entering your order number and email address.

Once your return is approved via the Returns Portal, please send your item to:

Hargreaves Road, Groundwell Industrial Estate, Swindon, England, SN25 5AZ

Please do not send returns to any other address. Items sent without prior approval through the Returns Portal cannot be processed and will not be refunded.

You are responsible for return postage costs unless the item is faulty or not as described.

How to Request a Return

  1. Access the Returns Portal
    Use our Returns Portal and enter your order number and email address.
  2. Submit Your Request
    Select the item(s) you wish to return and follow the guided steps.
  3. Ship the Item
    Once approved, you will receive the return address and instructions.

Important:

  • Returns must be approved before shipping
  • Items sent without authorisation or to the wrong address will not be accepted or refunded

Return Shipping

  • Customers are responsible for return shipping costs
  • If you use our prepaid label, the cost will be deducted from your refund
  • No restocking fees apply

Refund Process

  • Returns are inspected within 2-3 business days after receipt
  • Refunds are processed within 14 days of us receiving and inspecting the returned item.

Return Conditions

To qualify for a return, items must be:

  • Unworn, unwashed, and undamaged
  • Free from make-up, stains, perfume, or deodorant
  • Returned with all original tags attached

Items that do not meet these conditions may be declined.

Your statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 is not affected by this policy. You may cancel your order within 14 days of receiving it by contacting us at support@elavie.co.uk

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • Lingerie, swimwear, and bodysuits
  • Gift cards

Exchanges

We do not currently offer direct exchanges. Please return your item under the standard returns process and place a new order for the preferred item.

Damaged or Defective Items

If you receive a damaged or defective item:

  • You have 30 days from the date of delivery to report the issue, in line with your rights under the UK Consumer Rights Act 2015

Email support@elavie.co.uk with:

  • Your order number
  • Clear photos of the issue

If approved:

  • A replacement will be sent free of charge, or
  • A full refund will be issued (return shipping covered by us)

Lost or Undelivered Parcels

If your order is lost or marked as delivered but not received:

  • Contact our support team immediately
  • A replacement or refund will be arranged where applicable

Items Not as Expected

We aim to present products accurately; however:

  • Colour variations may occur due to screen settings and lighting
  • Size differences of 1-2 cm are considered normal
  • Fit and appearance may vary depending on body type

These are not considered defects.

If you believe an item significantly differs from its description:

  • Contact us with photos and details for review
  • If confirmed, return shipping will be covered by Elavie, for more detailed information refer to our Refund Policy

Non-Defective Returns

Returns due to:

  • Change of mind
  • Incorrect size selection
  • Personal preference

…are accepted under the standard policy, and return shipping costs are not covered

Contact Information

For further assistance, please contact us:

  • Legal Company: Neon Lab EOOD (Registration No. 208630049)
  • Trading as: Elavie | elavie.co.uk
  • Address: g.k. Gotse Delchev, Slavovitsa St 53E, 1404, Sofia, Bulgaria
  • Email: support@elavie.co.uk
  • Phone: +44 20 8050 5562