Frequently Asked Questions (FAQ)
Have a question about your order? Our FAQ covers answers to our most common inquiries. We encourage you to review the FAQ below, and if you still need assistance, feel free to reach out to our customer support team at info@eloura-moda.com or through phone at +48 732 125 978.
How fast can you answer my question?
We answer messages and emails in the order we receive them and respond within 24 hours.
Can I change my delivery address after the order is placed?
Once an order is placed, our fulfillment team processes the order within 1–2 business days. If you wish to change the place of delivery, contact us immediately after placing the order at info@eloura-moda.com or call us at +48 732 125 978 with your name and order number. We will make every effort to update your address before the order is shipped.
Please note that we cannot guarantee changes can be made once an order has already been processed or dispatched.
How much is the shipping cost?
For orders in the United Kingdom and Poland, we offer free shipping on all products.
How long is the processing time?
The processing time begins on the day you place your order. We process orders within 1–2 business days (Monday to Saturday, excluding public holidays).
For customers in the United Kingdom and Poland, orders placed after 00:00 GMT will be processed the following business day.
How long is the shipping time?
Estimated shipping time is 4–6 business days (Monday to Saturday, excluding public holidays) depending on your location.
How long is the total delivery time?
Total delivery time = processing time + shipping time.
Expect delivery within 5–8 business days from the day you place your order.
How can I pay for my order?
We offer secure payment methods through trusted providers:
- PayPal
All payments are encrypted and fully protected.
I didn’t receive all the products in my order – what happened?
Sometimes orders are split into several shipments due to weight or product availability.
I received a damaged/incorrect item, what should I do?
If the product you received is damaged or incorrect (e.g., wrong size, model, or colour), please follow these steps:
- Take a photo of the damaged or incorrect item;
- Prepare your order number; and
- Send us an email describing the issue at info@eloura-moda.com.
In most cases, we will send you the correct product completely free of charge.
How can I track my order?
Go to the Track My Order link in the main menu or footer and enter your tracking number. Need help? Our team is ready to assist.
Which shipping company do you use?
For customers in the United Kingdom, we use Royal Mail.
For customers in Poland, we use InPost.
Can I return my product?
If you would like to return a product, please follow this process:
- Download and print the Return Form.
- Complete the form and include it inside your return package.
- Please send your return to the following return address:
ul. Adama Mickiewicza 13
Żółkiewka-Osada woj. lubelskie 22-335
Poland - When sending your package, please use a shipping method with Track & Trace.
- After posting your return, send the tracking code to our customer service at info@eloura-moda.com so we can track the shipment.
Who will pay for return shipping costs?
- Return shipping costs are the customer’s responsibility.
- Exception: If you received an incorrect or damaged item, we will provide you with a free return label via email. We will also cover the return shipping cost.
How long is the return period for products?
We accept returns within 30 days of receiving your order.
In what condition must the products be in order to be returned?
To be eligible for a return, the product must be:
- Returned in good condition, either new or slightly used
- Preferably in its original packaging.
- Products with excessive wear, damage, or missing parts not due to our error will not be accepted for return.
- Returns requested more than 30 days after delivery will not be accepted.
In other words – you can try the product on, but do not wear it for an extended period before returning it.
How much is the restock fee?
We do not charge a restocking fee for returns.
When will I get my refund?
We will notify you when we have received and inspected your return and let you know if the refund has been approved. If it is, you will receive an automatic refund to the original payment method within 14 business days.
For further questions, please contact us at:
Address: ul. Adama Mickiewicza 13, Żółkiewka-Osada woj. lubelskie 22-335 Poland Voivodeship, Poland
Email: info@eloura-moda.com
Telephone: +48 732 125 978
Chamber of Commerce number:
VAT number:
Company name:
Store name: Eloura-Moda
Opening hours:
Monday–Friday: 8:00–18:00 GMT
Saturday–Sunday: 10:00–16:00 GMT
Public holidays: Closed