Elnora London

Cancellation, Refund & Returns Policy

At Elnora London, we want every customer to feel confident and happy with their purchase. ✨ If your jewellery isn't quite what you expected, don't worry — we're here to help.

I

General Terms

This Cancellation, Refund and Returns Policy applies to all purchases made through Elnora London. By placing an order with us, you agree to the terms outlined below. This policy is governed by the laws of the United Kingdom.

II

Order Cancellation

Before Dispatch

Customers may cancel before dispatch by contacting our support team. A full refund will be issued to the original payment method within 5–7 business days.

After Dispatch

Once dispatched, orders cannot be cancelled. Customers may return items per our Returns Policy. Shipping costs are non-refundable.

Important: Please inspect the package upon delivery. If it appears damaged or tampered with, please refuse the delivery and contact us immediately.

III

Return Eligibility

We accept returns within 14 days of delivery. To be eligible:

  • The item must be unused and unworn
  • Returned in its original packaging
  • Proof of purchase or order number provided

For hygiene reasons, earrings and piercing jewellery cannot be returned unless defective or damaged.

Non-returnable items include:

  • Custom-made or personalised jewellery
  • Sale or discounted items (unless defective)
IV

How to Request a Return

  1. Email our customer support team with your order number and reason for return.
  2. Once approved, you will receive instructions on how to return your item.

Please note: Return shipping costs are the customer's responsibility unless the item is damaged or incorrect.

V

Refund & Exchange Process

Once we receive and inspect the returned item, we will process your refund or exchange within 5–7 business days.

  • Refunds will be issued to the original payment method.
  • If an exchange was requested, the replacement item will be dispatched as soon as possible.
VI

Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us within 48 hours of delivery and include clear photos of the item.

We will arrange a replacement or full refund at no additional cost.

We're here to help

Need assistance?

If you have any questions about our cancellation, refund, or returns policy, our customer support team is always happy to help.

Your confidence in Elnora London means everything to us.