Refund Policy

At Elevate London, your satisfaction is our priority. We want you to feel confident with every purchase, and we’ll always do our best to make things right if something doesn’t meet your expectations.

Eligibility for Refunds or Exchanges

You may request a refund or exchange if your item meets the conditions outlined in this policy.
To be eligible, please contact us within 14 days of receiving your order to let us know you would like to return an item.

Items must be unused, in their original packaging, and in re-sellable condition to qualify for a refund. Returns requested after 14 days may unfortunately not be accepted.

Damaged, Defective or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please email us at support@elevatelondonstore.com within 14 days of delivery. Include:

  • Clear photos or videos of the item and packaging
  • Your order number and a brief explanation of the issue

Once we have reviewed and confirmed the issue, we will arrange a replacement or refund at no additional cost.
We cannot process replacements without visual proof of the problem.

Lost or Missing Orders

If your parcel has not arrived within 30 days of your order date, it may be considered lost in transit.
In such cases, we’ll offer you the choice between a replacement item or a refund, depending on product availability.

Exceptions

Certain items are excluded from return, including:

  • Hygiene products such as underwear, bras, tights, and cosmetics
  • Custom-made or personalized products
  • Items that cannot be returned due to their nature

How to Start a Return

To initiate a return, please email support@elevatelondonstore.com with:

  • Your order number
  • The reason for the return

We will then provide detailed return instructions and the correct warehouse address.
Do not return your order to the address printed on the shipping label. That address belongs to the carrier’s logistics facility and is not connected to our warehouse. Returns sent there cannot be processed or refunded.

Return shipping costs are the responsibility of the customer, unless the item is defective or incorrect.
Because our warehouse is located overseas, return shipping fees may range around £25 depending on carrier and location.

Partial Returns

You are welcome to return only part of your order if needed — you do not have to send back your entire purchase.

Refund Processing Time

Once your return has been received and inspected, we’ll notify you by email and process your refund within 2 business days.
Refunds are applied to your original payment method.
Please allow an additional 3–5 business days for the funds to appear in your account, depending on your bank or payment provider.

Returned to Sender

If your parcel is marked as “returned to sender”, this may be due to:

  • Incorrect or incomplete delivery address
  • Parcel not collected within the holding period
  • Unpaid customs duties or fees

Please contact your local courier or postal service using your tracking number for assistance, or email us for help in re-sending your parcel.

Contact Us

If you have any questions about your order, a return, or a refund, please contact us at support@elevatelondonstore.com.
We aim to respond within 24 hours on business days. Including your order number in your message helps us assist you faster.