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.
1. 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.
2. Order Cancellation
Before Dispatch:
Customers may cancel their order before it has been dispatched by contacting our customer support. A full refund will be issued to the original payment method within 5–7 business days after confirmation.
After Dispatch:
Once an order has been dispatched, it cannot be cancelled. However, customers may return items according to our Returns Policy. Shipping costs are non-refundable.
Please inspect the package upon delivery. If the package appears damaged or tampered with, please refuse the delivery and contact us immediately.
3. Return Eligibility
We accept returns within 14 days of delivery.
To be eligible for a return:
● The item must be unused and unworn
● The item must be returned in its original packaging
● Proof of purchase or order number must be provided
For hygiene reasons, earrings and piercing jewellery cannot be returned unless they are defective or damaged.
Non-returnable items include:
● Custom-made or personalised jewellery
● Sale or discounted items (unless defective)
4. How to Request a Return
To request a return:
- Email our customer support team with your order number and reason for return.
- Once your request is 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.
5. 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.
6. 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.
7. Need Help?
If you have any questions about our cancellation, refund, or returns policy, please contact our customer support team. We are always happy to help. 💫
Elnora London
