PROBLEMS AND ORDER CHANGES
Didn't receive a confirmation email?
First, check your spam or junk mail folder, as confirmation emails sometimes end up there. If you still can't find the email, please contact our support team. We're happy to help you further.
Can I change or cancel my order?
Changes or cancellations of your order are possible up to two hours after the order has been placed. Please contact us directly and include your order number.
After this deadline, we can no longer guarantee changes or cancellations, as the shipping process may have already started. We will, however, do our best to accommodate your request.
I haven't received my order yet. What can I do?
We're sorry to hear that. Please note that orders are processed within 1–2 business days and delivery may take 5–10 business days, depending on the destination.
If these timeframes have passed, feel free to contact our customer service. We'll be happy to check the status of your order for you.
Shipping & Tracking
How much are the shipping costs?
We offer free shipping on all orders.
Which countries do you ship to?
We currently ship to:
- Australia (AU)
- New Zealand (NZ)
- United Kingdom (UK)
- United States (US)
- Canada (CA)
Which shipping providers do you use?
- Canada Post
- DHL
- FedEx
How long does order processing take?
Our processing time is 1–2 business days (Monday to Friday).
Orders placed today are usually processed on the next business day.
How long does shipping take?
5–10 business days (Monday to Friday)
What is the estimated delivery time?
6–12 business days (Monday to Friday)
RETURNS & EXCHANGES
What are the return conditions?
You may notify us that you wish to return your purchase within 30 calendar days of receiving your order, without giving a reason. After notifying us, send the items back within 14 calendar days.
You may inspect and try on items as you would in a physical shop. Please return them unworn and unwashed, apart from trying them on, with their original tags and packaging where possible. These conditions do not limit your rights concerning faulty, damaged or incorrect items.
How does the return process work?
Email support@eloriavelle.com with your order number and the items you wish to return. You may also download our Return Request Form (PDF), complete it and email it to us. Using the form is optional; a clear email request is sufficient.
We aim to respond within 1–2 business days. Notify us within 30 calendar days of receiving your order, then send your parcel within 14 calendar days of your notification. If our instructions are delayed, we will extend this deadline so you have at least 14 calendar days after receiving them.
Please include your order number inside the parcel and keep your proof of postage. We recommend using a tracked shipping service.
What is your return address?
Our designated return facility is in Dongguan, China. The full address is available in our Return & Refund Policy. Please contact us before posting so we can provide instructions and identify your parcel.
For change-of-mind returns, you pay the return postage to China. International postage can be substantially more expensive than domestic postage. If you received a faulty, damaged or incorrect item, we cover reasonable necessary return shipping costs.
Our United States business address is not our designated return address.