Return & Refund Policy

At Eloria, we want you to be satisfied with your purchase. This Return & Refund Policy explains how returns, cancellations, and refunds are handled for orders placed through eloria.store.

14-Day Change-of-Mind Returns

For eligible purchases, you may notify us that you wish to cancel and return your order within 14 days of receiving the goods, in accordance with applicable UK consumer law.

To start a return, please contact us at contact@eloria.store within the applicable 14-day period.

For standard change-of-mind returns, items should be:

  • Unworn, unused, and unwashed

  • Returned with original packaging, tags, boxes, dust bags, and accessories where reasonably possible

  • Free from damage beyond what is necessary to inspect the item

  • Accompanied by proof of purchase

You may inspect goods as you reasonably would in a physical shop. However, where handling goes beyond what is necessary to establish the nature, characteristics, and functioning of the goods, we may be entitled to make an appropriate deduction from the refund for any reduction in value, where permitted by law.

Unless the item is faulty, incorrect, damaged on arrival, or otherwise required by law, customers are generally responsible for the cost of returning change-of-mind items.

Sneakers & Footwear

Please try footwear on carefully and preferably on a clean, soft indoor surface.

Sneakers and other footwear should be returned with their original shoebox and accessories where reasonably possible.

Please place the original shoebox inside suitable protective outer packaging. Do not attach shipping labels, tape, or other markings directly to the original shoebox.

If the product or its packaging has been handled beyond what is reasonably necessary to inspect it and this results in a reduction in value, this may affect the amount refunded where permitted by applicable law.

Non-Returnable Items

Certain products may be excluded from change-of-mind cancellation or return rights where permitted under UK law, including:

  • Personalised or custom-made products

  • Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, where the legal exemption applies

  • Certain goods that deteriorate or expire rapidly

  • Other products for which a statutory cancellation exception applies

Your statutory rights regarding faulty, damaged, incorrect, or misdescribed goods are not affected by these exclusions.

Faulty, Damaged, Incorrect or Misdescribed Items

If you receive an item that is faulty, damaged, incorrect, or does not match its description, please contact us as soon as possible at contact@eloria.store.

Please include your order number and, where appropriate, clear photographs showing the issue.

Your rights under the Consumer Rights Act 2015 apply in addition to this policy.

Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, price reduction, or refund.

Where goods are faulty, damaged on arrival, misdescribed, or incorrectly supplied, Eloria will cover or reimburse reasonable return costs where required by law.

How to Request a Return

To request a return, email contact@eloria.store and provide:

  • Your order number

  • Your full name and contact details

  • The item(s) you wish to return

  • The reason for your return

  • Photographs if the item is faulty, damaged, or incorrect

Please wait for our return instructions before sending your item.

Items sent to an incorrect address or returned without following the provided return instructions may experience delays in processing.

Return Shipping Costs

For standard change-of-mind returns, the customer is responsible for return shipping costs unless otherwise stated by Eloria.

If the item is faulty, damaged, incorrect, or misdescribed, we will cover reasonable return costs where required under applicable UK law.

We recommend using a tracked delivery service when returning an item.

Refunds

Once your return has been received and inspected, we will notify you regarding your refund.

Approved refunds will be issued to the original payment method used when placing the order.

For eligible cancellations under UK consumer law, refunds will be processed within the timeframe required by law.

After we issue a refund, your bank, card issuer, or payment provider may require additional time to credit the funds to your account.

Original Delivery Charges

Where you exercise a statutory right to cancel an eligible online order, we will refund the standard outbound delivery charge where required by UK law.

If you selected a more expensive delivery option than our standard delivery service, any additional delivery cost may not be refundable.

This does not affect your rights where goods are faulty, damaged, incorrect, or misdescribed.

Exchanges

If you would like a different size or item, please contact us at contact@eloria.store.

Exchange availability depends on stock. Where a direct exchange cannot be provided, you may need to return the original item and place a new order.

Your Statutory Rights

Nothing in this Return & Refund Policy excludes, restricts, or limits your statutory rights under applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Contact Us

For returns, refunds, exchanges, or problems with your order, please contact:

Eloria
Email: contact@eloria.store
Website: eloria.store