Return & Refund Policy

Last updated: October 6, 2026

Eloria Velle is operated by JB Capital Group LLC, the legal seller responsible for your order, customer service, returns and refunds.

This policy applies to orders delivered to Australia, New Zealand, the United Kingdom, the United States and Canada.

1. 30-Day Return Period

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, please send the items back within 14 calendar days. Your parcel does not need to arrive at our return facility within this period.

Our voluntary return policy does not replace or restrict any statutory cancellation rights or rights relating to faulty, damaged or incorrectly supplied goods.

2. Return Conditions

For a change-of-mind return, please return items:

• Unworn and unwashed, apart from trying them on to assess their fit.

• With their original tags attached where possible.

• In their original packaging where reasonably possible.

• With all included accessories and components.

You may inspect and try on an item as you would in a physical shop. Where legally permitted, we may reduce a refund to reflect a loss in value caused by handling beyond what is necessary to assess the item.

These conditions do not prevent you from reporting a product that arrived faulty, damaged or incorrect.

Sale items are eligible for return under the same conditions as other items. We do not charge restocking or handling fees.

An exception may apply to personalised goods or sealed goods that are unsuitable for return for genuine health or hygiene reasons after their seal has been broken. Any exception must be clearly disclosed before purchase and permitted by applicable law.

3. How to Request a Return

Step 1 – Notify us

Email support@eloriavelle.com within 30 days of receiving your order. Include:

• Your order number.

• The email address used for your purchase.

• The items you wish to return.

You may use the downloadable Return Request Form on our Make a Return page and email the completed form to us. Using the form is optional; a clear email request is sufficient.

A reason for a change-of-mind return is optional. If an item is faulty, damaged or incorrect, please describe the issue and attach photographs if possible.

Step 2 – Receive instructions

We aim to reply within 1–2 business days with return instructions.

Contacting us helps us identify and process your return. Your notification is effective when you send it; exercising a statutory cancellation right does not depend on our approval.

Step 3 – Send your parcel

Send the items within 14 calendar days of your return notification. If our instructions are delayed, we will extend our return dispatch deadline so you have at least 14 calendar days after receiving them.

Include your order number inside the parcel. Keep your proof of postage; we recommend a tracked shipping service.

4. Return Shipping Costs

Change of mind, size or style preference

You are responsible for the direct cost of returning the items to our designated facility in China. International postage can be substantially more expensive than domestic postage. Please obtain a quote from your chosen carrier before sending your parcel.

Faulty, damaged or incorrect items

We cover reasonable return shipping costs for faulty, damaged or incorrectly supplied items. Contact us before paying for postage so we can arrange a prepaid label or explain how reasonable postage costs will be reimbursed.

We do not charge a restocking fee for either type of return.

5. Return Address and Customs

Our designated return facility is located in China:

Recipient: Huhui
5th Floor, Elevator 4, Building 3
No. 12 Huaxia 3rd Road
Qiaotou Town, Dongguan City
Guangdong Province, 523000
China

Please contact us before posting so we can provide instructions and identify your parcel.

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

Complete customs declarations accurately and identify the parcel as returned merchandise where appropriate. Do not declare an inaccurate value.

For change-of-mind returns, any return-related customs or clearance charges payable by you will be explained before dispatch where known. We do not make automatic or unexplained customs or administrative deductions from refunds. Any deduction must be lawful, disclosed and supported by an explanation.

Where a return is required because an item is faulty, damaged or incorrect, we cover reasonable necessary return costs.

Import duties or taxes paid directly to customs authorities or a carrier are not payments received by us. You may need to request repayment from the relevant authority or carrier; this does not affect any reimbursement rights you have under applicable law.

6. Refund Processing

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 the refund within 14 calendar days of your notification. We may withhold it until we receive the goods or evidence that you have sent them back, whichever occurs first, where permitted by law.

Once the return has been checked, refunds are normally processed within 1–2 business days, 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.

Refunds for faulty, damaged or incorrect goods are handled promptly in accordance with applicable consumer rights.

Your bank or payment provider may apply its own currency conversion rates or charges. This does not limit any amount we are legally required to refund.

7. Exchanges

You may request an exchange for another size, colour or product, subject to availability.

Contact us with your order number and preferred replacement. We will confirm availability and disclose any price difference or replacement delivery charge before you agree to the exchange.

For a change-of-mind exchange, you pay the return postage. If the exchange is needed because we supplied a faulty, damaged or incorrect item, we cover reasonable return and replacement delivery costs.

8. Faulty, Damaged or Incorrect Products

Please contact support@eloriavelle.com as soon as you discover a problem.

Include your order number, a description of the issue and photographs if possible. We may request reasonable additional information to assess the problem.

We will provide an appropriate remedy, such as repair, replacement or refund, in accordance with your applicable consumer rights.

The 30-day change-of-mind period does not limit your rights concerning faulty or non-conforming goods. There is no separate seven-day deadline under this policy that removes those rights.

9. Your Statutory Rights

Nothing in this policy excludes or limits mandatory consumer rights under applicable law, including Australian Consumer Law, New Zealand consumer protection law, United Kingdom consumer protection law, applicable United States federal and state law, or Canadian federal and provincial consumer protection law.

Where mandatory law provides greater protection than this policy, that protection applies.

10. Contact and Company Details

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.

Please send return parcels to the designated return facility in Section 5, not to our United States business address.