Refund Policy

Last updated: 2 September 2026

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Elarose ships to customers in the United Kingdom. Our typical shipping timeframe is 7–15 business days, depending on destination and customs processing. Orders are fulfilled based on inventory availability overseas, as our products are handmade, which may occasionally affect fulfilment timing.

Returns are allowed within 30 days if the item is in its original condition.

To be eligible for a return, your item must be in the same condition that you received it, unused, unwashed, with tags where applicable, and in its original packaging. You’ll also need the receipt or proof of purchase.

Return shipping costs are the customer’s responsibility, and a restocking fee may apply.

To start a return, you can contact us at support@ela-rose.com.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@ela-rose.com.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-returnable Items

Certain types of items cannot be returned, such as perishable goods (including food, flowers or plants), custom products (including special orders or personalised items), and personal care goods (including beauty products). We also do not accept returns for hazardous materials, flammable liquids or gases.

Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

This does not affect any statutory rights you may have in relation to goods that are faulty, damaged, misdescribed or otherwise do not meet applicable legal requirements.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded on your original payment method within 10 business days.

Please remember that it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@ela-rose.com.

Contact

For return or refund questions, please contact us:

Store name:
Elarose

Operating company and legal owner:
Outlight Systems

Email:
support@ela-rose.com

Registered office:
Hendrik Soeteboomstraat 4
1035 NX Amsterdam
The Netherlands

Dutch Chamber of Commerce registration number (KvK):
42045311

VAT number:
NL869455904B01