Refund policy
Intimate apparel, swimwear, custom or personalised items, and Final Sale items cannot be returned or refunded unless they arrive damaged or defective. Full details are in Section 5.
Important Disclosure: Elite London is a brand operated by Emanuel Kristensson (Swedish personnummer: 010615-8090), a private individual registered at Jordal 111, Jörlanda, Västra Götaland, 44492, Sweden. All transactions are governed by Swedish law and applicable EU consumer regulations. View Legal Notice →
Return Policy Summary
Key facts at a glance. Full details with complete explanations are in each numbered section below.
Days
Unwashed
Pays
Payment
Days
Intimate
Available
Table of Contents
Return Policy Overview
At Elite London, we curate clothing for the woman who values quality over quantity and considers her purchases carefully. We understand that buying clothing online still involves an element of uncertainty — you cannot feel the fabric or try the fit before it arrives. That is why we offer a 30-day return window from the confirmed delivery date for all standard eligible items.
This policy has been written to give you complete clarity before you purchase. We have not used legal jargon. Every section is written in plain English because we believe you deserve to understand exactly what you are agreeing to before you place an order.
Elite London is a fashion brand, not a limited company. It is owned and operated by Emanuel Kristensson, a private individual registered in Sweden (personnummer: 010615-8090). Our registered address is Jordal 111, Jörlanda, Västra Götaland, 44492, Sweden. All purchases are subject to Swedish consumer law and applicable EU consumer protection regulations. Visit our Legal Notice for full entity details.
Return Eligibility Requirements
To protect the quality and integrity of every piece we offer, we can only accept returns that meet the following conditions. Please review these carefully before sending anything back to us.
- +Item is in the exact condition it was delivered.
- +Unworn, unwashed, and completely unused.
- +All original tags, labels, and swing tickets remain attached.
- +Returned in original or equivalent protective packaging.
- +Return requested within 30 days of confirmed delivery.
- +Return Authorisation (RA) number obtained from us first.
- xItems that have been worn, washed, or used.
- xItems with tags removed or swing tickets detached.
- xItems with perfume, deodorant, make-up, or other marks.
- xItems damaged after delivery (not due to our error).
- xItems returned after the 30-day window has closed.
- xItems returned without prior written approval from us.
The 30-Day Return Window
Our return window is 30 calendar days from the confirmed delivery date as shown in your tracking information. This is longer than the statutory minimum in most countries and reflects our genuine commitment to customer satisfaction.
Day 1 is the calendar day after your tracking shows “Delivered”. The request to return (not the physical return itself) must be submitted within 30 days. We recommend submitting as early as possible to ensure you have adequate time to send the item back after approval.
If your return window expires on a Saturday, Sunday, or public holiday, you may submit your request on the next business day. We will honour it. If your item has not arrived and the 30-day window is at risk of expiring, contact us immediately — we will pause the clock pending investigation.
Who Pays for Return Shipping
- +You received the wrong item (our picking error).
- +Item arrived damaged or defective.
- +Item significantly differs from its product description.
In these cases, we will provide a pre-paid return label by email after your request is approved.
- !You changed your mind about the purchase.
- !You ordered the wrong size or colour.
- !Item does not suit you after receiving it.
Please use a tracked shipping method and retain your proof of postage. We are not responsible for items lost in return transit.
Non-Returnable Items
The following categories of items are not eligible for return or refund under any circumstances, except where they arrive damaged, defective, or materially different from their description.
- Intimate Apparel & Underwear — for hygiene reasons, all underwear and intimate items are final sale.
- Swimwear — items with hygiene seals removed cannot be returned.
- Custom & Personalised Items — items made to order or personalised cannot be returned.
- Final Sale Items — any item marked “Final Sale” or “Non-Returnable” at the time of purchase.
- Gift Cards — digital or physical gift cards are non-refundable.
- Items Returned After 30 Days — late returns will not be accepted unless agreed in writing.
No Restocking Fee
We do not charge a restocking fee on any return. The full product price you paid will be refunded in full, subject to the item meeting all return eligibility conditions. The only deduction that may apply is the original outbound shipping cost in certain circumstances (see Section 4).
Your refund will always equal 100% of the item purchase price. We do not deduct handling fees, processing charges, or administrative costs of any kind.
Refund Process
Once we receive your returned item, our quality team will inspect it within 3–5 business days. You will receive an email notification with the result of the inspection.
How to Start a Return
All returns must be pre-approved before you send anything back. Do not post any item before receiving your Return Authorisation (RA) number from us. Email us directly to begin.
Refund Timelines
Once your refund is approved, we process it within 10 business days. The total time for the funds to appear in your account depends on your payment method and financial institution.
| Payment Method | Processing Time | Typical Arrival |
|---|---|---|
| Credit / Debit Card | Up to 10 business days | 3–10 business days after processing |
| PayPal | Up to 5 business days | Instant to 3 business days after processing |
| Shop Pay / Klarna | Up to 10 business days | Varies by instalment plan |
| Gift Card | Up to 5 business days | Credited back to the same gift card balance |
If you have not received your refund after 15 business days of the approval email, please contact us. Please also check with your bank before contacting us, as some institutions may take additional days to post the credit.
Exchange Policy
We offer exchanges for a different size or colour of the same item, subject to availability. Exchanges must be requested within the 30-day return window and the item must meet all return eligibility requirements.
If the exchange is required because we sent you an incorrect item, the wrong size, or a defective item, we will cover all exchange shipping costs in both directions. No cost to you.
If you are exchanging because you ordered the wrong size or wish to change colour, you are responsible for return shipping. We will ship the replacement item to you at no charge.
Exchanges are subject to stock availability. If the requested item is unavailable in the required size or colour, we will process a full refund instead. We will notify you immediately if this is the case.
Damaged, Defective or Incorrect Items
If you receive an item that is damaged, defective, or materially different from what you ordered, please contact us within 48 hours of delivery. Do not return the item until you have received instructions from us.
For all damage or defect claims, we require clear photographs of the item, the defect or damage, and the original packaging. This allows us to process your claim quickly and helps us prevent quality issues in future.
Late or Missing Refunds
If you believe you are due a refund but have not received it within the stated timeframe, please follow these steps before contacting us:
- Check your bank account or PayPal balance directly — some credits take additional time to appear.
- Contact your bank or card provider and ask them to confirm whether a pending refund is in the system.
- Check your original payment method — refunds go to the exact card or account used at checkout.
- If you have completed all of the above and still cannot trace the refund, email us at support@elite-london.com with your order number and we will investigate immediately.
Order Cancellations
We process and dispatch orders as quickly as possible, often within 24 hours. Cancellations may not always be possible once an order has entered our fulfilment process.
If you contact us before your order has been picked and dispatched, we can cancel it and issue a full refund. Email us as soon as possible at support@elite-london.com with your order number.
Once dispatched, your order cannot be cancelled directly. You must receive the parcel and then start a return using the standard return process outlined in Section 8.
Lost or Missing Returns
We strongly recommend using a tracked shipping service when sending items back to us. If your return parcel is lost in transit, the outcome depends on whether tracking evidence is available.
Tracked: If your tracked return shows it was despatched but has not arrived, email us with the tracking number. We will investigate with the carrier and work to resolve the matter. In confirmed cases of carrier loss, we will process your refund.
Untracked: We are unable to process refunds for items we have not received if there is no evidence of despatch or tracking. This is why we always recommend a tracked service.
Lost Parcel Policy
If your outbound order (the item we sent to you) appears to be lost in transit, we will take full responsibility and work with the carrier on your behalf.
If your parcel has not been confirmed as delivered after 15 business days of no tracking movement, contact us at support@elite-london.com. We will file a formal carrier claim and, once resolved, offer you a full replacement or full refund — your choice.
If the carrier marks your parcel as delivered but you have not received it, first check with neighbours and safe locations near your address. Then contact us within 48 hours. We will raise a carrier investigation and arrange a full resolution if confirmed undelivered.
Policy Abuse, Fraud & Safety Protection
We have designed this return policy to be fair and generous for every genuine customer. To maintain this and continue offering a high-quality experience, we monitor returns for signs of abuse or fraud.
- Returning a worn, washed, or used item while claiming it is in original condition.
- Returning a different item than the one originally sent (item substitution fraud).
- Making repeated fraudulent damage claims with intent to obtain unearned refunds.
- Filing payment provider disputes while a legitimate return and refund is already in progress.
- Providing false information to obtain a refund or replacement to which you are not entitled.
Where policy abuse is confirmed, we reserve the right to: deny the return and refund, return the item at the customer’s expense, permanently restrict or close the associated account, and in serious cases, pursue the matter with relevant legal authorities.
Items Returned Without Approval
Every return must be approved by our team and assigned a Return Authorisation (RA) number before any item is shipped back. This process protects you as a customer by ensuring your return is tracked, matched to your account, and processed quickly.
If an item is shipped back without prior written approval, the following may occur:
- The package may be refused at our warehouse and returned to the sender at the sender’s expense.
- The package may be received but unable to be matched to any account, making it impossible to process a refund.
- Processing will be significantly delayed while we attempt to identify and contact the sender.
Always begin the return process by contacting us at support@elite-london.com before sending anything back. Wait for your written approval email and RA number before taking any further action.
How to Submit a Return Request
Please submit your return request by email using the template below. Our team will respond within 24–48 business hours with your decision and, if approved, your Return Authorisation (RA) number and return address.
Email Us to Start Your Return
Copy the template below and email it to us with your details filled in.
Full Name: [Your full name]
Email: [Email used for order]
Order Number: [Your order number]
Item(s) to Return: [Item name, size, colour, quantity]
Reason for Return: [Changed mind / Wrong size / Damaged / Other]
Delivery Date: [Approximate date received]
Additional Details: [Please describe your issue clearly. For damage claims, attach photos.]
I confirm I have read the Return & Refund Policy and that the above information is accurate.
- We will review your request within 24–48 business hours.
- You will receive an approval or decline email with full reasoning.
- If approved, your RA number and return address will be provided.
- Do not send anything back until you have received written approval from us.
Prefer to use an online form? Visit our contact page at elite-london.com/pages/contact. Always include your order number in the subject line.
Country-Specific Consumer Rights
Nothing in this policy overrides or limits your statutory consumer rights under the laws of your country of residence. Where your local law provides rights that exceed those described in this policy, those rights always take precedence.
Sweden — Konsumentköplagen & Distansavtalslagen
As Elite London is operated from Sweden, Swedish consumer law is the primary governing law. Under the Distance Contracts Act, Swedish consumers have a statutory right of withdrawal of 14 calendar days from delivery without needing to state a reason. A 3-year complaint period applies under the Consumer Sales Act.
UK consumers have a statutory right to cancel within 14 calendar days from delivery. A full refund, including standard outbound delivery cost, must be issued within 14 days of receipt of returned goods. Items must be of satisfactory quality, fit for purpose, and as described. If goods are faulty, the right to a full refund exists for 30 days.
EU consumers have a minimum statutory right of withdrawal of 14 calendar days from delivery for distance purchases, without giving any reason. At least a 2-year legal guarantee applies on all goods. If faulty or not as described, consumers are entitled to remedy, replacement, or a full refund.
| Country | Withdrawal Period | Legal Guarantee | Governing Law |
|---|---|---|---|
| Sweden | 14 calendar days | 3 years | Distansavtalslagen |
| United Kingdom | 14 calendar days | 6 years (limitation) | Consumer Rights Act 2015 |
| EU Member States | 14 days (minimum) | 2 years (minimum) | EU Directive 2011/83/EU |
| United States | Varies by state | Varies by state | State & Federal Laws |
| Australia | Reasonable time | Reasonable durability | Australian Consumer Law |
| Canada | Varies by province | Varies by province | Provincial Consumer Protection |
Contact & Business Information
For all return enquiries, please contact our support team. We aim to respond to all emails within 24–48 business hours, Monday through Friday.
Jordal 111, Jörlanda
Västra Götaland, 44492
Sweden
Legal Entity: Elite London is a brand operated by Emanuel Kristensson, a private individual (Swedish personnummer: 010615-8090). Elite London is not a limited company. All disputes are subject to Swedish law and EU consumer regulations. Visit our Legal Notice for complete legal disclosures.
This policy is effective as of April 25, 2026. © 2026 Elite London — All rights reserved. | Privacy Policy • Terms of Service • Legal Notice