Returns & Refunds Policy

At Elloriana, we want you to shop with confidence. We are committed to providing quality products and a simple, transparent returns process.

1. Returns & Cancellations

For online purchases, UK customers have the right to cancel their order within 14 days of receiving their goods, without having to provide a reason. After notifying us of the cancellation, you will normally have a further 14 days to return the item.

To request a return or cancellation, please contact us with your order number, email address and the item you wish to return.

Returned items should be in an appropriate condition for resale. Customers may inspect and try on items in the same way they would in a shop, but deductions may apply if the goods have been used or handled beyond what is reasonably necessary to inspect them.

2. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or different from what you ordered, please contact us as soon as possible with your order number and clear photos of the issue.

Under UK consumer law, goods should be of satisfactory quality, fit for purpose and as described. Customers have legal rights in relation to faulty or misdescribed goods, including remedies such as repair, replacement or refund depending on the circumstances.

For qualifying faulty goods, we will provide the appropriate remedy in accordance with applicable UK consumer law. We will not ask you to give up any statutory rights.

3. Refunds

Once your returned item has been received, we will process your refund in accordance with applicable UK consumer law. Refunds should normally be issued within 14 days of receiving the returned goods.

For eligible cancellations, we will also refund the cost of the standard delivery service originally paid. Additional delivery charges for premium or express shipping are generally not refundable beyond the cost of the standard delivery option.

Refunds will normally be made using the original payment method.

4. Return Shipping

For change-of-mind returns, the customer may be responsible for the return postage where this has been clearly stated before purchase.

For items that are faulty, damaged or incorrectly supplied, please contact us before returning the item so that we can provide the appropriate instructions.

5. Important Information

Returns must be requested within the applicable cancellation or statutory rights period. We cannot use this policy to restrict or remove rights provided to consumers under UK law.

Certain products may be excluded from cancellation rights where permitted by law, such as personalised or customised items and certain other statutory exceptions.