Cancellation Policy

Last updated: October 6, 2026

Eloria Velle is operated by JB Capital Group LLC, the legal seller responsible for orders placed through eloriavelle.com.

This policy explains how to request an order cancellation or withdraw from a purchase. It applies alongside our Return & Refund Policy and does not limit your statutory consumer rights.

1. 30-Day Cancellation and Return Period

Under our voluntary return policy, you may notify us that you wish to withdraw from your purchase within 30 calendar days of receiving your order, without giving a reason.

Email support@eloriavelle.com before this period expires. Include your order number, the email address used for the purchase and the items you wish to return.

After notifying us, send the items back within 14 calendar days. Your parcel does not need to arrive at our return facility within that period.

If our return instructions are delayed, we will extend our return dispatch deadline so you have at least 14 calendar days after receiving them.

Your notification is effective when you send it. Exercising a statutory cancellation right does not depend on our approval.

2. Order Cancellation Before Shipment

Please contact us as soon as possible if you wish to cancel or change an order.

Orders can be cancelled or modified within 2 hours of placing them, provided they have not yet entered processing or been shipped.

If we can stop the order before processing or shipment, we will confirm the cancellation and issue a full refund to your original payment method.

After the two-hour window, we will still try to accommodate your request, but we cannot guarantee that processing or dispatch can be stopped.

This operational cancellation window does not limit any statutory cancellation rights or your rights under our 30-day return policy.

3. Cancellation After Dispatch

Once an order has been dispatched, we may be unable to stop delivery. You may still notify us that you wish to withdraw from the purchase.

If delivery cannot be stopped, follow the instructions in our Return & Refund Policy to return the items.

For change-of-mind returns, you are responsible for the direct return postage to our designated facility in China. International return postage can be substantially more expensive than domestic postage.

If we supplied a faulty, damaged or incorrect item, we cover reasonable necessary return shipping costs.

Our United States business address is not our designated return address.

4. Refused or Unclaimed Deliveries

Please notify us directly if you wish to cancel or withdraw from your purchase. Refusing delivery or failing to collect a parcel does not, by itself, clearly communicate a cancellation request.

If a parcel is returned to us because it was refused or unclaimed, we will contact you to arrange the next steps.

We do not make automatic or unexplained deductions from refunds. Any deduction for actual return costs must be permitted by law and supported by an explanation.

You will not be charged return costs arising from our error, such as supplying an incorrect or faulty item.

5. Exceptions

Sale and discounted items are eligible for return under the same conditions as other items. A “final sale” label does not override the rights described in our Return & Refund Policy or your statutory rights.

Exceptions may apply to:

• Goods made to your individual specifications or clearly personalised.

• Sealed goods that are unsuitable for return for genuine health or hygiene reasons once their seal has been broken.

Any exception must be clearly disclosed before purchase and permitted by applicable law. An item is not automatically excluded merely because it is produced after an order is placed.

These exceptions do not remove your rights concerning faulty, damaged or incorrectly supplied goods.

6. Refunds After Cancellation or Withdrawal

Refunds are issued to the original payment method, in the original transaction currency.

For an eligible cancellation or change-of-mind return, we will issue your refund within 14 calendar days of receiving your notification.

Where permitted by law, we may withhold the refund until we receive the returned goods or evidence that you have sent them back, whichever occurs first. If your order was stopped before dispatch, no return is required.

Refunds are normally processed within 1–2 business days after a pre-dispatch cancellation is confirmed or a return has been checked, subject to the deadline above.

Your bank or payment provider may then take 5–10 business days to display the funds.

Where applicable law requires it, we also refund the original standard delivery charge. Any additional amount paid for an upgraded delivery service is not refundable unless required by law. No delivery charge is deducted where your original delivery was free.

7. How to Submit Your Request

Email support@eloriavelle.com with:

• Your order number.

• The email address used for your purchase.

• The items you wish to cancel or return.

• A reason, if you wish to provide one.

You may also download the Return Request Form from our Make a Return page and email the completed form to us.

Using the form is optional. A clear email stating your decision is sufficient.

We aim to respond within 1–2 business days. Our response time does not change the date on which you submitted your notification.

8. Contact and Company Details

If you have questions about a cancellation, return or refund, please contact our customer service team.

Legal Company Name: JB Capital Group LLC
Store / Trading Name: Eloria Velle
Business Address: 112 Capitol Trail, Suite A, Newark, DE 19711, United States
EIN: 38-4386933
Email: support@eloriavelle.com
Customer Service Hours: Monday–Friday, 9:00 AM–5:00 PM ET
Response Time: We aim to respond within 1–2 business days.

For the designated return address and detailed return instructions, please consult our Return & Refund Policy.