Terms of Service

Article 1 – Key Definitions

For the purposes of these Terms of Service, the following definitions apply:

“Cooling-off period”: The time during which a customer may cancel their purchase without penalty, as permitted by law.

“Consumer”: A natural person who purchases products or services from our store for personal use and not for business or resale purposes.

“Day”: A calendar day, including weekends and public holidays.

“Ongoing transaction”: Any agreement where multiple deliveries or services are provided over a period of time.

“Durable medium”: Any method (such as email or document download) that allows the consumer or seller to store information for future reference without alteration.

“Right of withdrawal”: The consumer’s legal right to cancel or withdraw from a purchase within the applicable cooling-off period.

“Seller”, “we”, “us”, or “our”: Refers to Elevate London, the business entity offering goods or services through this website.

“Distance contract”: Any agreement made between the consumer and the seller via electronic means (such as this website), without the parties being physically present together.

“Means of distance communication”: Tools such as email, website forms, or other online systems that allow contracts to be concluded remotely.

“Terms and Conditions” / “Terms of Service”: The rules and provisions outlined in this document governing the use of our website and the purchase of our products.

Article 2 – Identity of the Seller


Email: support@elevatelondonstore.com

If you have questions or need assistance, you can contact our customer service team at the email address listed above.

Article 3 – Applicability

These Terms of Service apply to all products, services, and transactions offered through our website and to every agreement concluded between the consumer and Elevate London.

Before completing any purchase, consumers will have access to these Terms of Service. They are published on our website and can be saved or printed for personal reference.

If the contract is made electronically, consumers will receive the Terms in a format that can be downloaded or stored on a durable medium. Upon request, we can also send a copy by email.

In cases where additional terms (such as product-specific conditions or promotional offers) apply, those will be clearly stated. If there is any conflict between those terms and these general terms, the most favourable conditions for the consumer will apply.

Any situations not covered by these Terms will be handled in good faith and in line with the overall purpose of these Terms and Conditions.

Any ambiguities in the interpretation of these Terms shall be resolved in the spirit and intent of these conditions, prioritising fairness and transparency.

Article 4 – The Offer

General Information
All product listings, promotions, and offers presented on Elevate London are made in good faith and are subject to availability. If an offer has a limited validity period or is available under specific conditions, this will be clearly stated on the product page or during checkout.

Right to Modify
All offers are non-binding, and we reserve the right to update, amend, or withdraw them at any time without prior notice. This includes changes to prices, product details, or promotional terms.

Accuracy of Information
We strive to ensure that every product description, image, and detail on our website is accurate, complete, and up to date.
However, minor variations in colour, size, or appearance may occur due to differences in screen settings, lighting, or manufacturing batches. These small discrepancies do not constitute grounds for cancellation or compensation.

Images and Representations
Product images are intended as true-to-life representations of the actual items. While we make every effort to display them accurately, we cannot guarantee that the colour or texture shown on your screen will perfectly match the physical product received.

Errors and Omissions
In the event of any obvious error or typographical mistake (such as an incorrect price or description), Elevate London reserves the right to correct the error and will not be bound by it. We may offer the option to proceed with the corrected information or cancel the order for a full refund.

Transparency of Offer Details
Each offer on our website includes clear information about:

  • The total product price, excluding any import duties, customs clearance fees, or local VAT that may apply upon delivery. These additional costs, if applicable, are the responsibility of the customer.
  • Any shipping fees (if applicable).
  • The steps required to complete the purchase and how the contract is formed.
  • Whether the right of withdrawal or return policy applies.
  • The payment methods available and when payment is due.
  • The estimated delivery timeframe and method of shipping.
  • The duration of the offer or the period for which the price remains valid.
  • Any special communication costs that differ from standard rates.
  • How to review and correct personal information before finalising an order.
  • The languages available for concluding the contract.
  • Any codes of conduct or business practices we adhere to, if applicable.
  • The minimum duration of the agreement in the case of ongoing or subscription-based orders (if relevant).

Product Variations

When applicable, each product page may specify the available sizes, colours, materials, and styles. While we aim to keep this information accurate, availability may change due to stock fluctuations or supplier updates.

Article 5 – Formation of the Contract

When the Contract Becomes Effective
A purchase agreement is formed when the consumer accepts an offer on our website and completes all required payment steps. By placing an order, the consumer confirms that they have read and agreed to these Terms of Service.

Electronic Confirmation
Once an order has been placed, Elevate London will send an order confirmation email to acknowledge receipt of the purchase.
If you do not receive this confirmation, please contact us at support@elevatelondonstore.com. Until the order confirmation is issued, either party may cancel or withdraw from the transaction.

Secure Online Environment
When an order is placed electronically, we take appropriate technical and organisational measures to ensure that your data is transmitted securely.
Our website uses SSL encryption and secure payment gateways to protect your information during checkout. All electronic payments are handled using industry-standard security protocols.

Right to Refuse or Verify Orders
In accordance with applicable laws, Elevate London reserves the right to perform necessary checks before accepting an order. This may include verifying payment details, delivery addresses, or order validity.
If we have reasonable grounds to believe that an order cannot be fulfilled or may involve fraudulent activity, we may decline or cancel the order or request additional verification. In such cases, the consumer will be notified promptly with an explanation.

Availability of Products
All orders are subject to product availability. If an item is out of stock or unavailable after purchase, we will contact the consumer to offer an alternative item, a later delivery, or a full refund.

Information Provided After Purchase
With each order, consumers will receive confirmation via email containing the following information in a permanent format (e.g., digital receipt):

  • Our customer service contact details for any questions or complaints.
  • Instructions on how to exercise your right of withdrawal (if applicable).
  • Details of any warranties, guarantees, or after-sales support available.
  • Key information about pricing, shipping, and delivery (as described in Article 4).
  • Terms for cancelling or terminating ongoing or subscription-based contracts (if applicable).

Ongoing or Recurring Transactions

For contracts that involve regular or recurring deliveries over time, the above information will be provided before or with the first shipment only, unless changes occur later that affect the consumer’s rights or obligations.

Article 6 – Order Cancellation Policy

Cancellation Window
Once an order is placed, it is automatically processed by our fulfillment system. Because of this, customers may cancel their order within 5 minutes of purchase. After this time, the order is immediately prepared for shipment and can no longer be cancelled or modified.

How to Cancel
All cancellation requests must be made via our customer support email: support@elevatelondonstore.com.
Please include your order number and the subject line “Order Cancellation” to ensure your request is processed quickly.

After the 5-Minute Window
If a cancellation request is received after the 5-minute timeframe, we will not be able to stop or alter the order. In this case, the customer must wait until the order is delivered and then follow our Return Policy procedures if they wish to return the product.

Acknowledgment
By placing an order on our website, the customer acknowledges and agrees to this Cancellation Policy.

Article 7 – Right of Withdrawal

Cooling-Off Period
Customers have the right to withdraw from their purchase within 14 days of receiving their order, without providing a reason. This 14-day reflection period begins on the day after the customer—or a designated representative—receives the product.

Condition of Returned Items
During the reflection period, the product should be handled with care. Customers may open the packaging and inspect the product only to the extent necessary to determine whether they wish to keep it.
To qualify for a refund, the product must be returned unused, undamaged, and in its original packaging (where reasonably possible), along with all original accessories and documentation.

How to Exercise the Right of Withdrawal
To initiate a withdrawal, customers must contact us in writing (via email at support@elevatelondonstore.com) within the 14-day window.
Once the withdrawal request is submitted, customers have an additional 14 days to return the product. Proof of postage (e.g., a postal receipt or tracking number) must be retained as evidence that the product was sent on time.

Expiry of Withdrawal Rights
If the customer does not notify us within the 14-day period or fails to return the product within the subsequent 14 days, the purchase becomes final, and the right of withdrawal will no longer apply.

Article 8 – Costs and Refunds in Case of Withdrawal

Return Shipping Costs
If a customer chooses to exercise the right of withdrawal, all return shipping costs are the responsibility of the customer, unless the product was delivered damaged, faulty, or incorrect.

Refund Process
Once the returned product is received and inspected, we will issue a refund for the full purchase amount (excluding shipping fees, if applicable). Refunds will be processed within 14 days of receiving the returned product or valid proof of return.

Refund Method
Refunds will be made using the same payment method used for the original purchase, unless otherwise agreed. No additional fees will be charged for the refund transaction.

Exceptions
The right of withdrawal does not apply to:

  • Customised or personalised items;
  • Products that cannot be returned for hygiene reasons (e.g., opened personal-care items, undergarments);
  • Digital goods or downloads once access has been provided.

Article 9 – Exclusions from the Right of Withdrawal

General Rule
Certain products are not eligible for return or refund under the right of withdrawal. This exclusion only applies when it has been clearly stated in the product description or communicated prior to purchase.

Products Excluded from Withdrawal
The right of withdrawal does not apply to products that:

  • Are custom-made or personalised according to the customer’s specifications;
  • Are of a personal or hygienic nature and cannot be resold once opened (e.g., cosmetics, undergarments, or items with sealed packaging);
  • Deteriorate or expire quickly, such as perishable goods;
  • Cannot be returned due to their nature (for example, downloadable or digital items);
  • Have been unsealed, such as software, video, or audio recordings; or
  • Are subject to price fluctuations in financial markets that are beyond our control.
  • Services Excluded from Withdrawal
    The right of withdrawal also does not apply to services that:
  • Involve accommodation, transport, catering, or leisure activities performed on a specific date or period;
  • Have begun with the customer’s express consent before the end of the withdrawal period; or
  • Relate to lotteries or betting.

Article 10 – Pricing

Price Accuracy
All prices listed on Elevate London are displayed in [currency] and are valid at the time of ordering. We aim to ensure all pricing information is accurate, but we reserve the right to correct any obvious errors or misprints. In such cases, we are not obligated to fulfil an order at the incorrect price.

Price Changes
Product prices may change from time to time. Once an order has been placed, the price is fixed and will not change for that transaction.
We may adjust prices if required by legal regulations, such as changes in tax rates.

Taxes, Import Duties, and Customs
Our products are shipped directly from our international fulfillment partners. Therefore:

  • Import duties, customs fees, and local taxes (including VAT) are not included in our listed prices.
  • These additional costs are the responsibility of the customer and may be collected by the courier upon delivery.
  • We do not operate under the IOSS scheme; as a result, we do not prepay import VAT on behalf of the customer.

Intermediary Role
Elevate London operates as an intermediary between the customer and our overseas suppliers. All goods are shipped from outside [your region, e.g., Australia / the EU], and we are not the importer of record.
By completing a purchase, the customer accepts responsibility for complying with local import laws and paying any associated fees or taxes.

Article 11 – Product Conformity and Warranty

Product Quality and Compliance
Elevate London guarantees that all products conform to the specifications listed on the website and meet the reasonable expectations of quality and usability at the time of delivery. Products are supplied in accordance with the relevant laws and regulations in force at the time the contract is made.

Manufacturer’s Warranty
Some products may come with a manufacturer’s warranty. The length and terms of this warranty depend on the product and the manufacturer. Any warranty provided by a manufacturer or importer is in addition to your legal consumer rights and does not replace them.

Defective or Incorrect Items
If you receive a defective, damaged, or incorrect product, please notify us in writing within 14 days of delivery at support@elevatelondonstore.com.
Products should be returned in their original packaging, in new or unused condition, along with any accessories or manuals.

Exclusions from Warranty
The warranty does not apply if:

  • The customer has altered, repaired, or modified the product themselves or via a third party;

  • The product has been misused, neglected, or exposed to abnormal conditions;

  • The defect arose from failure to follow care or usage instructions; or

  • The defect resulted from external factors such as environmental conditions, accidental damage, or government-imposed standards beyond our control.

Limitation of Responsibility
While we ensure all items are quality checked prior to dispatch, Elevate London is not liable for any indirect loss or consequential damage resulting from the use of a product, including suitability for a specific purpose not stated by the manufacturer.

Article 12 – Delivery and Fulfilment

Order Handling
Elevate London takes great care in processing and dispatching all orders. Every item is checked and packaged to ensure safe delivery.

Delivery Address
Orders will be delivered to the address provided by the customer during checkout. Please double-check that your delivery details are correct before submitting your order, as we cannot be held responsible for parcels shipped to an incorrect address provided by the customer.

Delivery Timeframes
Accepted orders are processed promptly and typically delivered within 7 to 30 days, depending on destination and product availability.
If there is a significant delay, or if an item cannot be shipped or is only partially available, the customer will be notified within 30 days of placing the order. In such cases, the customer may choose to:

  • Continue with the order,
  • Accept a replacement product, or
  • Cancel the purchase for a full refund.

Refunds for Non-Delivery
If an order is cancelled due to non-delivery or product unavailability, any payment received will be refunded within 14 days of cancellation.

Replacement Items
If an ordered product is unavailable, we may, with your consent, provide a replacement item of similar value and quality. Replacement products are clearly identified at delivery, and customers retain the right to return or refuse them at no cost.

Risk and Responsibility
The risk of loss or damage passes to the customer once the parcel is delivered to the shipping address provided or to an authorised recipient. Until that point, the risk remains with Elevate London.

Article 13 – Ongoing Transactions, Duration, and Termination

Open-Ended Agreements
If a customer enters into a subscription or ongoing supply agreement, they may terminate it at any time with up to one month’s notice, unless a different notice period is expressly agreed upon.

Fixed-Term Agreements
Contracts entered for a fixed duration (e.g., a 3-month subscription) may be ended at the conclusion of that period. Notice of termination should be provided at least one month before the end date, unless otherwise stated.

Method of Termination
Customers may cancel their agreement using the same method used to sign up (e.g., email or account portal). We will acknowledge all termination requests in writing.

Automatic Renewal
Unless explicitly stated, fixed-term agreements will not automatically renew once the agreed period expires.
For services like digital subscriptions or newsletters, automatic renewal may occur only if customers can cancel at any time with no more than one month’s notice.

Long-Term Contracts
For agreements lasting more than one year, customers may cancel at any time after the first year with a maximum one-month notice period, unless reasonable circumstances prevent early termination.

Article 14 – Payment Terms

Payment Timeline
Unless otherwise stated, all payments must be completed at the time of purchase through one of our approved payment methods.
For service agreements, payment is due once the customer receives order confirmation.

Accepted Payment Methods
We accept secure electronic payments such as credit/debit cards, PayPal, and other listed gateways. All payments are processed through encrypted, PCI-compliant systems.

Accuracy of Information
Customers are responsible for ensuring that all billing details and payment information are correct. Any errors must be reported to us immediately at support@elevatelondonstore.com.

Non-Payment
If payment cannot be processed or is reversed, Elevate Clothing reserves the right to cancel or suspend the order. Reasonable administrative or collection fees may apply in accordance with applicable law.

Article 15 – Complaints and Resolution

Submitting a Complaint
If you experience an issue with your order, product, or delivery, please contact us at support@elevatelondonstore.com within 7 days of receiving the item. Include your order number, a description of the issue, and relevant photos if applicable.

Response Time
We aim to respond to all complaints within 14 days of receipt. If more time is required to investigate, you will receive an acknowledgement and an estimated timeline for a full response.

Resolution
If a complaint is found to be valid, we will offer a suitable solution such as a replacement, repair, or refund, at no cost to the customer.

Dispute Escalation
If a satisfactory resolution cannot be reached, the matter may be referred to an independent dispute resolution process or relevant consumer authority in accordance with local law.

Obligations During a Complaint
Filing a complaint does not automatically suspend the customer’s payment obligations unless otherwise agreed in writing.

Article 16 – Governing Law and Jurisdiction

All purchases and contracts made through Elevate London are governed by the laws of [insert country – e.g., Australia], without regard to conflict-of-law principles.
Any disputes arising from or related to these Terms of Service shall be resolved by the competent courts of [insert state/country], unless otherwise required by consumer protection legislation.

If any provision of these Terms is deemed invalid or unenforceable, the remaining provisions will remain fully effective.