Returns Policy

Returns Policy — Elaine Hart London

At Elaine Hart London we make every effort to ensure the satisfaction of our customers. If you wish to return a product, please follow the procedure below.

1. Return Conditions

We accept returns within 30 days of the date of delivery (please note: your statutory right to cancel under the Consumer Contracts Regulations 2013 is 14 days — we voluntarily extend this to 30 days as a gesture of goodwill).
All return shipping costs, including international return postage and any applicable customs duties or import taxes on the return shipment, are the sole responsibility of the customer.
Products must be unused, unworn, undamaged and in their original condition, with all tags attached and in original packaging.
Trying items on at home is permitted, however wearing items beyond a brief try-on is not. Items returned in a worn, washed or altered condition will not be accepted and will be returned to the customer at their expense.
For hygiene reasons, sealed accessories such as underwear or jewellery (where applicable) cannot be returned once the original packaging has been opened, in accordance with the Consumer Contracts Regulations 2013, Regulation 28(1)(b).
Sale items may be returned for an exchange or store credit only, and are not eligible for a cash refund unless faulty.

2. Return Procedure

Submit your return request by email to info@elainehartlondon.com within 30 days of receiving your order, including your order number and reason for return.
We will provide you with the return address upon approval of your request.
Send the product back at your own cost, including your order number inside the parcel.
We strongly recommend using a tracked and signed-for service (Track & Trace), as we cannot accept responsibility for return parcels that are lost in transit. Proof of postage alone is not sufficient — proof of tracked dispatch is required.

3. Refunds

Upon receipt and inspection of the returned item, we will process your refund within 14 days, in accordance with the Consumer Contracts Regulations 2013.
We reserve the right to withhold the refund until the returned item has been received and inspected, or until proof of tracked return dispatch has been provided.
We will refund the price of the product and the standard delivery cost (cheapest available option) where applicable. The cost of any premium or express delivery options is non-refundable.
Return postage costs are non-refundable unless the return is the result of an error on our part or a faulty item under the Consumer Rights Act 2015.
Refunds will be issued to the original payment method used at the time of purchase.

4. Faulty or Incorrect Items

If you receive a faulty or incorrect item, please contact us within 30 days of delivery at info@elainehartlondon.com. Under the Consumer Rights Act 2015, you are entitled to a full refund, repair or replacement. In this case, return postage costs will be covered by Elaine Hart London.

5. Liability

The risk of the return shipment remains with the customer until the parcel is received at our return address.
Elaine Hart London cannot be held responsible for return parcels that are lost or damaged in transit where no tracked proof of dispatch has been provided.
We are not liable for parcels confirmed as delivered by the tracking system to the address provided by the customer.
In the event of an incorrect delivery address, responsibility lies with the customer. Address corrections must be requested within 24 hours of placing your order.

6. Contact

For all returns enquiries, please contact us:
📧 info@elainehartlondon.com
Mon — Fri: 09:00 – 18:00 | Sat — Sun: 10:00 – 17:00