Refund policy

General Policy

At Elavie, we aim to ensure a satisfactory shopping experience. If you are not satisfied with your purchase, you may request a return within 30 days of delivery. This policy applies to orders delivered within the United Kingdom.

Returns are only accepted in accordance with the conditions outlined below.

Return Eligibility

To be eligible for a return:

  • The request must be submitted within 30 days of delivery
  • Items must be returned unused and in their original condition

Items showing signs of use, customer-caused damage, or not in original condition may not qualify for a full refund. We will notify you before processing any partial refund.

Return Process

  1. Submit a return request via the Returns Portal using your order number and email address
  2. Follow the instructions provided to select the items for return
  3. Once approved, you will receive return shipping instructions and the return address

Returns sent without approval or to an incorrect address cannot be processed. For more information regarding our shipping, please refer to the Shipping Policy.

Return Shipping Costs

  • Return shipping costs are the customer's responsibility, unless the item arrived damaged, defective, or incorrect.
  • If a prepaid return label is requested, the cost will be deducted from the refund
  • No restocking fees apply.

Refunds

  • Once the returned item is received, it will be inspected within 2–3 business days
  • If approved, a refund will be issued to the original payment method and your refund will be issued within 14 days to your original payment method.
  • Refund processing begins after inspection is completed

Return Conditions

Returned items must:

  • Be unworn, unwashed, and undamaged
  • Be free from stains, marks, perfumes, or odours
  • Include all original tags attached

Items that do not meet these conditions may be rejected or ineligible for a refund.

Non-Returnable Items

The following items cannot be returned due to hygiene and safety reasons:

  • Lingerie
  • Swimwear
  • Bodysuits
  • Gift cards

Damaged or Defective Items

If an item arrives damaged or defective:

  • 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 and clear images of the issue

If the claim is approved, we will either:

  • Send a replacement at no additional cost, or
  • Issue a full refund after the item is returned (return costs covered by Elavie)

Lost or Undelivered Orders

If a parcel is lost in transit or marked as delivered but not received, please contact us. After verification with the carrier, a replacement will be arranged where applicable.

Items Not as Described

Products are described as accurately as possible, including images, descriptions, and size details. However, the following are not considered defects:

  • Colour or texture variations due to screen or lighting differences
  • Minor size variation of up to 1–2 cm
  • Differences in fit based on body shape or proportions

If an item is significantly different from its description, contact us with supporting details and images. If confirmed, a return will be accepted and return shipping will be covered.

Non-Defective Returns

Returns due to:

  • Change of mind
  • Incorrect size selection
  • Personal preference

are accepted under standard return conditions. In such cases, 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