Frequently Asked Questions (FAQ)
Orders & Shipping
How long does delivery take?
Orders are processed within 1–3 business days(Monday - Friday). Delivery within the UK usually takes 3–5 business days. In total, most orders arrive within 4–8 business days.
Where is my order shipped from?
Shipping is coordinated by our team in London and carried out through a network of selected logistics and manufacturing partners with whom we work on a long-term basis. Depending on the item, dispatch may take place from within the United Kingdom, the EU, or through international partner facilities to ensure an efficient supply chain and consistent availability.
How can I track my order?
Once your order has been dispatched, you will receive an email with the tracking details. You can also check the delivery status on our tracking page.
My order is delayed — what should I do?
If your order has not arrived after the regular delivery time plus 3 extra business days, contact our customer service and we will investigate with the courier.
Why did I receive more than one package?
Some items may be shipped separately for logistics reasons. If so, you will receive separate tracking emails and the remaining items will follow shortly.
Payment & Security
When will my payment be charged?
Payment is charged immediately when the order is completed.
Who covers return shipping costs?
Return shipping costs are covered by the customer. If the item is damaged or incorrect, we cover the cost.
Which payment methods can I use?
We offer secure and convenient payment options including: Visa, Mastercard, American Express, Maestro, UnionPay, Discover, Diners Club, Elo Payments, Google Pay, Shop Pay and Apple Pay.
Is payment secure?
Yes. All payments are processed securely in GBP (£) through Shopify Payments or other trusted providers.
Can I pay by bank transfer or cash on delivery?
No, these payment methods are currently not available.
How are refunds issued?
Refunds are always processed via the original payment method once the returned item has been checked. For more details, please see our Refund Policy.
Returns & Refunds
How do returns work?
You can return items within 30 days of receiving your order. To start a return, please contact our customer service team via email at support@elyora-originals.com or through the contact form on our website to receive return authorisation. Full details can be found in our Return Policy.
How long does a refund take?
Once your return has been received and inspected, the refund will be issued within 5 business days using the same payment method that was originally used for the purchase.
Can I exchange an item?
We do not offer direct exchanges. If you need a different size or colour, simply return the item and place a new order.
What conditions apply to returns?
Items must be unworn, unused, and in their original condition with tags still attached. A receipt or order number is required so we can correctly process your return. For more information, please refer to our Return Policy.
Products & Availability
Are all items available immediately?
All products shown in the online shop are available at the time of ordering. In rare cases, an item may sell out during processing. If this happens, we will contact you by email and provide a suitable solution.
Why are some items shipped through logistics partners?
To ensure consistent availability and fast delivery, we work with carefully selected logistics partners. Coordination always remains with our team in London so that quality and service are maintained.
What should I do if my order arrives damaged?
If an item arrives damaged, please contact us within 48 hours. Our customer service team will assist you immediately and arrange either a replacement or a refund depending on the case. For more details, please refer to our Return Policy.
Customer Service & Contact
How can I contact customer service?
You can reach us by email at support@elyora-originals.com or through the contact form on our contact page.
How fast will I receive a reply?
We usually respond within 30 minutes - 24 hours.
Opening hours: Monday – Friday, 09:00 – 18:00 (GMT) / Saturday & Sunday, 09:00 – 16:00 (GMT)
Where can I find information about shipping and returns?
All details about delivery can be found in our Shipping Policy, and information about returns in our Return Policy.
