Frequently Asked Questions
Last updated: 28 September 2026
How long does delivery take?
Orders are usually processed within 1–3 working days.
Once dispatched, delivery usually takes a further 3–7 working days.
These times are estimates and may vary during busy periods, bank holidays or carrier delays.
Where are orders dispatched from?
Some orders are dispatched directly by our trusted suppliers.
This may include suppliers based outside the United Kingdom, including China.
This approach helps streamline order fulfilment and reduce unnecessary handling.
Do you offer free delivery?
Yes. We offer free UK delivery.
If different delivery terms apply to a particular order, these will be clearly displayed at checkout.
Can I return my order?
Yes. Elara & Row offers a 30-day money-back guarantee, subject to our Returns and Refunds Policy.
If you would like to return an item, please contact us within 30 days of receiving your order:
How do I start a return?
To start a return, email us at:
Please include:
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Your full name.
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Your order number.
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Your reason for returning the item.
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Photographs if the item is damaged, faulty or different from what you ordered.
Please wait for our confirmation and return instructions before sending the item back.
Who pays for return postage?
For returns due to a change of mind, choosing a different size or no longer wanting an item, you are responsible for return postage costs.
If the approved return address is that of our supplier in China, you are responsible for arranging and paying for postage to that address.
These conditions do not restrict your statutory consumer rights.
When will I receive my refund?
Once we have received and accepted your returned item, we will begin processing your refund.
Your refund will be issued to your original payment method.
Your bank or payment provider may need additional time for the funds to appear in your account.
What if my item is faulty or incorrect?
If your item is faulty, damaged or different from what you ordered, please contact us as soon as possible at:
Include your order number, a description of the issue and clear photographs of the item and its packaging.
We will review your enquiry and explain the next steps and available solutions.