Return and Refund Policy
Last updated: 28 September 2026
At Elara & Row, we want shopping with us to feel straightforward and secure.
This Returns and Refunds Policy explains our procedures for returns, refunds and our 30-day money-back guarantee.
This policy applies to purchases made through elararow.com.
30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee.
If you are unhappy with your order or a product does not meet your expectations, please contact us within 30 days of receiving your order.
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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The email address used to place your order.
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Your reason for returning the item.
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Clear photographs if the item is damaged, faulty or different from what you ordered.
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Any additional information that may help us understand the issue.
Our team will review your request and explain the next steps.
Return Approval
Please contact us before sending any items back.
All returns must first be approved by Elara & Row by email.
Once your return has been approved, we will provide instructions and the correct return address.
In some cases, you may need to return the item directly to our supplier, who may be based in China.
Return Postage Costs
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 return address provided is that of our supplier in China, you are responsible for arranging and paying for postage to that address.
We recommend using a tracked delivery service.
Elara & Row cannot confirm or complete the return process until the parcel has been delivered to the correct return address.
Tracking Your Return
Once your return has been approved, please provide a valid tracking number for the return parcel.
A refund can only be processed once the returned item has been received and its receipt confirmed by the supplier or designated returns location.
If the return parcel is lost in transit and delivery cannot be confirmed, a refund may not be issued.
Condition of Returned Items
To qualify for a return, items should be:
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Unworn.
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Unwashed.
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Unused.
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In their original condition.
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Returned with tags and packaging wherever possible.
Items showing signs of wear, washing, damage, perfume, stains, make-up or alterations may not be accepted.
Items That May Not Be Eligible for Return
Some items may not qualify for change-of-mind returns, including:
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Gift cards.
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Final sale items, where clearly identified as such.
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Personal care or hygiene items.
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Items that have been worn, washed or used.
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Items returned without prior approval.
These conditions do not restrict your statutory consumer rights.
Faulty, Damaged or Incorrect Items
If you receive an item that is damaged, faulty 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 the issue and contact you about an appropriate solution.
This policy does not restrict your rights under applicable consumer protection laws.
Your Consumer Rights
Nothing in this policy limits any rights you have under applicable law.
If an item is faulty or does not conform to the contract, you may be entitled to an appropriate remedy, such as a repair, replacement, price reduction or refund, in accordance with applicable law.
Processing Refunds
Once we have received and accepted your returned item, we will notify you by email.
If your refund is approved, it will be issued to your original payment method.
After a refund has been issued, please allow additional time for your bank, card issuer or payment provider to process it.
Exchanges
Depending on the circumstances and product availability, we may offer an exchange or another appropriate solution.
Please contact us at:
We will review your request and explain the available options.
Cancelling an Order
If you wish to cancel your order, please contact us as soon as possible at:
If your order has not yet been processed or dispatched, we will do our best to cancel it.
If your order has already been processed or dispatched, cancellation may no longer be possible. In that case, the return procedures described above may apply.
Contact Us
If you have any questions about returns, refunds or your order, please contact us:
Elara & Row
Email: info@elararow.com
Website: elararow.com