Cancellation Policy
Cancellation Policy
We process orders quickly. This page explains exactly when you can cancel, how to do it, what happens if your order has already been dispatched, and what your rights are at every stage.
Legal Disclosure: Elite London is operated by Emanuel Kristensson (Swedish Personal ID / Personnummer: 010615-8090), registered at Jordal 111, Jörlanda, Västra Götaland, 44492, Sweden. All transactions are governed by Swedish law and applicable EU consumer regulations. View our Legal Notice →
Cancellation Summary
Key facts before you read the full policy. Complete details with full explanations are in each numbered section below.
Table of Contents
Cancellation Policy Overview
At Elite London, we understand that circumstances change and that customers sometimes need to cancel an order after placing it. We have written this policy in plain English so you know exactly what is possible, what is not, and what steps to take depending on the status of your order at the time you contact us.
Because we aim to process and dispatch orders as quickly as possible — often within 24 hours of placement — the window available to cancel an order before it enters fulfilment is limited. The single most important thing you can do if you wish to cancel is to contact us immediately. The sooner you reach out, the greater the chance we can stop the order before it is dispatched.
This policy should be read alongside our Return and Refund Policy, which governs what happens when a cancellation is no longer possible because the order has already been dispatched.
Elite London is a brand operated by Emanuel Kristensson, a private individual registered in Sweden (Personnummer: 010615-8090) at Jordal 111, Jörlanda, Västra Götaland, 44492, Sweden. All purchases are subject to Swedish law and applicable EU consumer protection regulations. Nothing in this policy removes or limits any statutory rights you hold under the laws of your country of residence.
Cancelling Before Dispatch
If your order has not yet been picked, packed, and handed to a carrier for delivery, we can cancel it in full and issue a complete refund. There are no cancellation fees, no restocking fees, and no deductions of any kind from your refund amount.
Orders are typically processed within 1 to 3 business days of placement. During busy periods, processing may begin within hours. Because of this, you must contact us as quickly as possible after deciding to cancel. We cannot guarantee cancellation is possible even for recently placed orders if processing has already begun.
- Your order is stopped in the fulfilment system immediately.
- A cancellation confirmation email is sent to you.
- A full refund is issued to your original payment method.
- No items are shipped to you.
- No fees or deductions are applied.
- Contact us as soon as you decide to cancel.
- Email support@elite-london.com or call +46 76 027 20 81.
- Include your order number in the subject line or first message.
- State clearly that you wish to cancel the order.
- We will confirm the outcome as quickly as possible.
Submitting a cancellation request does not guarantee that we can stop the order. If your order has already been processed and handed to our fulfilment partner or carrier before we receive your request, we will not be able to stop the dispatch. In this situation, you will need to follow our return process once the parcel arrives. We will always tell you clearly whether the cancellation was successful or not.
Cancelling After Dispatch
Once an order has been dispatched and a tracking number has been generated, we are no longer able to cancel or redirect the delivery. The parcel is in the possession of the carrier and is outside our direct control. In this situation, you have two options.
Accept delivery of the parcel and then submit a return request using our standard 30-day return process. This is the most straightforward route. Once we receive the item back and inspect it, we will process a full refund. Full details are in our Return and Refund Policy.
You may refuse to accept the parcel at the point of delivery. The carrier will return it to us. However, please note that the return shipping cost in this scenario may be deducted from your refund, as the refusal of delivery is at the customer's initiative. We will confirm the exact amount before processing your refund.
Initiating a payment dispute or chargeback with your bank while your order is in transit is not the correct process for cancelling an order. It can delay resolution and does not prevent delivery. If you have a genuine concern about your order, please contact us directly first. We will work with you to resolve the matter promptly and fairly. We cooperate with all legitimate chargeback investigations but reserve the right to dispute fraudulent or unjustified claims.
How to Request a Cancellation
Follow the steps below to request a cancellation. The faster you act, the greater the chance we can stop the order before dispatch.
Email us at support@elite-london.com, call us on +46 76 027 20 81, or use the live chat on our website. Our business hours are Monday to Friday, 09:00 to 21:00 Central European Standard Time (GMT+01:00). Outside business hours, send an email and we will action it as soon as we open.
Include your order number (format: #EL-XXXXX), the full name and email address used at checkout, and a clear statement that you wish to cancel the order. The more information you provide upfront, the faster we can locate and action your request.
We will check the current status of your order in our fulfilment system. If your order has not yet been dispatched, we will cancel it immediately. If it has already been dispatched, we will let you know and explain your options under our return process.
You will receive a written confirmation by email stating whether the cancellation was successful. If it was successful, your refund will be initiated within the timelines described in Section 6. If it was not possible to cancel, we will explain the next steps and provide return instructions if needed.
Orders That Cannot Be Cancelled
Certain orders cannot be cancelled under any circumstances due to the nature of the item or the stage of fulfilment. These exclusions are consistent with our Return and Refund Policy and with applicable consumer law.
- Custom or Personalised Items — Orders for items that have been made to order or personalised to your specification cannot be cancelled once production has begun.
- Final Sale Items — Items marked as Final Sale or Non-Returnable at the time of purchase cannot be cancelled or returned.
- Orders Already Dispatched — Once a tracking number has been generated and your order has left our fulfilment facility, direct cancellation is no longer possible.
- Intimate Apparel and Swimwear — For hygiene reasons, orders for intimate apparel and swimwear cannot be cancelled once dispatched and cannot be returned once received unless the item is defective.
- Digital Gift Cards — Once a digital gift card has been issued and the code delivered, the order cannot be cancelled or refunded.
If any of the above item types arrive in a condition that is damaged, defective, or materially different from the product description, the exclusions above do not apply. In these circumstances, contact us within 48 hours of delivery with photographs and a description of the issue. We will arrange a resolution at no cost to you.
Refunds After Cancellation
Once a cancellation is confirmed, we will process your refund to the original payment method used at the time of purchase. We do not issue refunds by bank transfer, to a different card, or in any form other than the original payment method.
| Payment Method | Refund Destination | Our Processing Time | Typical Bank Appearance |
|---|---|---|---|
| Credit or Debit Card | Original card used at checkout | Within 10 business days | 3 to 10 business days after processing |
| PayPal | PayPal account balance | Within 5 business days | Instant to 3 business days after processing |
| Apple Pay | Card linked to Apple Pay | Within 10 business days | 3 to 10 business days after processing |
| Google Pay | Card linked to Google Pay | Within 10 business days | 3 to 10 business days after processing |
| Shop Pay | Card or account linked to Shop Pay | Within 10 business days | 3 to 10 business days after processing |
| Klarna | Klarna cancels or adjusts repayment plan | Within 10 business days | Contact Klarna for plan-specific details |
When a cancellation is approved before dispatch, your refund will always equal 100% of the amount you paid for the cancelled item or items. We do not charge cancellation fees, restocking fees, handling charges, or any administrative cost of any kind. The only circumstance in which a deduction may apply is if you refused delivery of a dispatched order and return shipping costs were incurred as a result, as described in Section 3.
If you have not seen your refund after 15 business days from the date of your cancellation confirmation email, please take the following steps before contacting us. First, check your bank account or card statement directly. Second, contact your bank or card provider and ask them to confirm whether a pending refund is in their system. Bank processing times vary and some institutions take additional days to post credits. If you have completed these steps and the refund is still not visible, contact us at support@elite-london.com or call +46 76 027 20 81 and we will investigate immediately.
Partial Order Cancellations
If your order contains multiple items and you wish to cancel only some of them rather than the entire order, we will do our best to accommodate this, provided the items in question have not yet been dispatched.
If the items you wish to cancel have not yet been picked or packed, we can remove them from your order and issue a partial refund for the cancelled items only. The remaining items in your order will continue to be fulfilled and dispatched in the normal way. Contact us immediately with your order number and the specific items you wish to cancel.
If all items in your order have already been dispatched together, a partial cancellation is not possible at that stage. You will need to accept delivery of the full order and then return only the items you do not wish to keep through our standard 30-day return process. A refund will be issued for the returned items upon inspection and approval.
For partial cancellations, the refund amount will equal the price paid for the cancelled items only. If a discount code or promotional offer was applied to your entire order and the cancellation of specific items affects the eligibility of that discount, we will notify you of any adjustment to the refund amount before processing it and obtain your agreement before proceeding.
Klarna and Buy Now Pay Later Cancellations
If you paid for your order using Klarna or another buy now, pay later service, the cancellation process on our side is the same as for any other payment method. However, there are some additional considerations that are specific to instalment-based payment plans.
Contact Elite London to cancel your order as described in Section 4. We process the cancellation on our side and notify Klarna that the order has been cancelled. Do not contact Klarna directly before contacting us, as we need to initiate the cancellation from the merchant side first.
Once we confirm the cancellation, we notify Klarna's systems. Klarna will then cancel or adjust your payment plan accordingly. If you have already made one or more payments under your Klarna plan, Klarna will refund those amounts back to the payment method linked to your Klarna account.
Once we have processed the cancellation on our side, any questions about the specific timing of your refund, adjustments to your repayment schedule, or payments already made should be directed to Klarna's customer service. The agreement for your repayment plan is between you and Klarna directly.
If a Klarna payment instalment falls due while your cancellation request is being reviewed, we recommend continuing to make the payment to avoid any late fees from Klarna. Once the cancellation is confirmed and the refund is issued, Klarna will reimburse any payments you have made. Stopping payments before the cancellation is formally confirmed could result in Klarna applying late fees to your account, which is outside our control.
EU and UK Statutory Cancellation Rights
Nothing in this cancellation policy removes or limits the statutory consumer rights you hold under the laws of your country of residence. Where your local law provides rights that exceed those described in this policy, those statutory rights always take full precedence.
As Elite London is operated from Sweden, Swedish consumer law governs all transactions. Under the Distance Contracts Act (Distansavtalslagen), Swedish consumers have a statutory right of withdrawal of 14 calendar days from the date of delivery, without needing to provide any reason. A 3-year complaint period applies under Konsumentköplagen.
EU consumers have a minimum statutory right of withdrawal of 14 calendar days from delivery for distance purchases under EU Directive 2011/83/EU, without giving any reason. Our 30-day return window exceeds this statutory minimum. If you exercise your statutory right of withdrawal, we will refund the cost of the items and standard outbound delivery within 14 days of receiving the returned goods.
UK consumers have a statutory right to cancel within 14 calendar days from the day after delivery under the Consumer Contracts Regulations 2013. A full refund including standard outbound delivery costs must be issued within 14 days of receipt of the returned goods or evidence of return. Under the Consumer Rights Act 2015, if goods are faulty, the right to a full refund exists for the first 30 days after delivery.
To exercise your statutory right of withdrawal, you must notify us in writing before the 14-day statutory period expires. You can do this by email at support@elite-london.com or by calling +46 76 027 20 81. A clear statement of your intention to withdraw is sufficient. You do not need to use any specific form or language.
| Jurisdiction | Statutory Withdrawal Period | Legal Guarantee | Governing Legislation |
|---|---|---|---|
| Sweden | 14 calendar days from delivery | 3 years | Distansavtalslagen & Konsumentköplagen |
| EU Member States | 14 calendar days from delivery (minimum) | 2 years (minimum) | EU Directive 2011/83/EU |
| United Kingdom | 14 calendar days from delivery | 6 years (limitation period) | Consumer Contracts Regulations 2013 & Consumer Rights Act 2015 |
| Our Policy | 30 calendar days from delivery | Exceeds statutory minimum | Elite London Cancellation & Return Policy |
If you are unable to resolve a cancellation or refund dispute directly with us, EU consumers may use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr. We will always seek to resolve matters amicably and directly with customers before any formal process becomes necessary.
Business Information and Contact
All orders placed on elite-london.com are made with Elite London, a brand operated by Emanuel Kristensson. Full legal, registration, and contact details are provided below.
Contact Us Immediately.
The faster you reach us, the greater the chance we can stop your order before dispatch. Every cancellation request is handled personally and responded to as quickly as possible during business hours.