Refund policy
ELYON LONDON
RETURNS & REFUND POLICY
At Elyon London, we want every customer to shop with confidence. Please read our returns and refund policy carefully before making a purchase.
Please note: We do not offer free returns. Return shipping costs are the responsibility of the customer, unless the item arrives faulty, damaged, or incorrect.
Can I return my order?
Yes, you can request a return.
If you are not satisfied with your order, you may request a return within 30 days of receiving your item, as long as the item meets the conditions below.
To be accepted, returned items must be:
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Unused, unworn, and in their original condition.
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Returned with all tags, accessories, components, and original packaging.
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Free from stains, odours, damage, washing, or signs of wear.
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Suitable for resale.
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Approved by our customer support team before being sent back.
We reserve the right to refuse any return if the item appears to have been used, damaged, altered, washed, or returned without the original packaging.
How do I start a return?
To request a return, please contact us by email at:
Please include the following information:
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Order number.
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Full name.
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Delivery address.
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Reason for return.
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Photos of the item if it arrived damaged, faulty, or incorrect.
Once your request has been reviewed, we will provide you with the correct return instructions and return address.
Important: Please do not send your return to the address shown on the parcel. We will provide the correct return address after your return request has been approved.
Return shipping costs
Customers are responsible for paying return shipping costs, unless the item is faulty, damaged, or incorrect due to an error on our side.
We recommend using a tracked shipping service, as we are not responsible for lost return parcels.
UK cancellation rights
For online purchases in the United Kingdom, customers have the right to cancel most orders within 14 days of receiving the item. After notifying us of the cancellation, the customer has another 14 days to send the item back. This is the UK distance-selling rule for online orders.
To cancel an order, please contact us by email at:
Your cancellation request must clearly state that you wish to cancel and return your order.
Orders already in transit
We work with international suppliers and fulfilment partners, so some orders may have longer delivery times.
Once an order has been processed and is already in transit, it may not be possible to cancel it before delivery. In this case, please wait until the item arrives and then request a return following this policy.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method.
Refunds are usually processed within 14 days after we receive the returned item or valid proof that the item has been sent back, in line with UK consumer rules.
Please note that your bank or payment provider may take additional time to show the refund in your account.
Original shipping costs are not refunded, except where required by law or where the item arrived faulty, damaged, or incorrect.
Non-returnable items
We do not accept returns for:
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Items that have been worn, washed, used, damaged, or altered.
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Items without tags or original packaging.
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Personalised or custom-made items.
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Hygiene-related items, underwear, or intimate products if opened or used.
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Gift cards or digital products, if applicable.
Exchanges
If you would like to exchange an item for a different size, colour, or product, please contact us first.
Exchanges are subject to availability. In some cases, you may need to return the original item and place a new order.
Contact us
For returns, refunds, cancellations, or any order-related questions, please contact us at:
ELYON LONDON
Email: elyonlondon@gmail.com
Our team will review your request and reply as soon as possible.