Refund policy

By using Eloura-Moda's return and refund services, you agree to the following terms. These terms ensure clarity regarding our return, exchange, and refund procedures for customers within the United Kingdom and Poland.

30 day returns policy

Eloura-Moda offers a 30-day return window starting from the day your entire order is delivered. To qualify, please initiate a return request within 30 days of receiving your item.

Conditions for the return

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 to return a product

If you would like to return a product, please follow this process:

  1. Download and print the Return Form.
  2. Complete the form and include it inside your return package.
  3. Please send your return to the following return address:
    ul. Adama Mickiewicza 13
    Żółkiewka-Osada woj. lubelskie 22-335
    Poland
  4. When sending your package, please use a shipping method with Track & Trace.
  5. After posting your return, send the tracking code to our customer service at info@eloura-moda.com so we can track the shipment.

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.

Damaged or incorrect item

If the product you received is damaged or incorrect (e.g., wrong size, model, or colour), please follow these steps:

  1. Take a photo of the damaged or incorrect item;
  2. Prepare your order number; and
  3. 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.

Order cancellation

You have the right to cancel your order as long as it has not yet been shipped. Simply email us at info@eloura-moda.com and provide your order number. If the package has not yet left the warehouse, we will cancel your order without any problem. Otherwise, the standard return policy applies.

What is the restock fee?

We do not charge a restock fee for returns.

Refunds

  • Once we receive your return, we will inspect the returned item.
  • When everything is confirmed, you will receive a confirmation email, and your refund will be processed within 14 days of the return approval.
  • Depending on your bank or credit card provider, it may take additional time for the amount to be credited to your account.

Delayed refunds

If you have not received your refund within the expected timeframe, please check your bank account again and then contact your credit card company.

Please send us an email to info@eloura-moda.com — we will respond within 24 hours.

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