FAQ

Frequently Asked Questions

1. Is Elleva a secure and trustworthy store?

Yes. Elleva uses SSL encryption to protect all transactions and personal information.
We also work with trusted global payment providers to ensure a safe, secure and reliable checkout experience.

2. How long does it take to process and deliver my order?

All orders are verified and processed within 1–3 business days after payment confirmation.

Once dispatched, delivery typically takes 5–14 business days, depending on your location, customs clearance and local courier performance.

During peak periods (such as holidays or global shipping delays), delivery times may be slightly longer. If this happens, we will keep you informed.

3. Which carriers does Elleva use?

We work with reliable international logistics partners, including USPS, UPS, FedEx, and other reputable regional carriers, to ensure safe and timely delivery.

4. Will I receive a tracking number?

At present, tracking information may not be available for all orders.
Our shipping system is being upgraded to provide tracking where possible.

Under UK consumer law, Elleva remains responsible for your order until it is successfully delivered to you. If any delivery issue occurs, our support team will assist you promptly.

5. Does Elleva ship internationally?

Yes. Elleva ships worldwide.
International delivery is available to most countries, subject to carrier availability and local customs regulations.

Shipping costs are calculated at checkout based on destination, package weight and size.

6. What is your return policy? (UK Consumer Rights)

Your legal right to cancel

If you are a UK customer, you have the legal right to cancel your order within 14 days of receiving your items, for any reason, under the Consumer Contracts Regulations 2013.

You then have a further 14 days to return the item after notifying us of your cancellation.

Our extended return policy

In addition to your legal rights, Elleva offers an extended 30-day return and exchange policy.

Returned items must be:

  • Unused

  • In original condition and packaging

  • With all tags and accessories included

Certain items — such as personalised products, perishable goods and intimate apparel — are non-returnable for hygiene and safety reasons, as permitted by law.

7. How do I return or exchange an item?

To request a return or exchange, please email sac@elleva.com with:

  • Your order number

  • A brief explanation

  • Photos (if the item is damaged or incorrect)

Once approved, we will provide clear return instructions.

8. Who pays for return shipping?

  • If an item is faulty, damaged or incorrect, Elleva will cover all return shipping costs.

  • If you are returning an item due to change of mind or preference, you are responsible for return shipping costs.

We recommend using a trackable return service for your protection.

9. When will I receive my refund?

Refunds are processed within 5–10 business days after the returned item is received and inspected.

Refunds will be issued to the original payment method.

Please note:

  • Original shipping fees are non-refundable

  • No restocking fees are charged for returns made within your legal cancellation period

10. What if my order is lost or damaged in transit?

Elleva is responsible for your order until it is delivered to you.

If your order is lost or arrives damaged, please contact us at sac@elleva.com as soon as possible.
Once confirmed, we will offer either:

  • A replacement (subject to availability), or

  • A full refund

11. What if my delivery is delayed or tracking is not updating?

Delivery updates may occasionally be delayed due to carrier processing or customs checks, especially during peak seasons.

If your order has not arrived within the expected timeframe, please contact us — we will investigate and assist you promptly.

12. How can I contact customer support?

For any questions, support requests or feedback, please email sac@elleva.com.
Our customer care team is committed to responding as quickly and helpfully as possible.

13. Need further help?

We’re always here to assist.
If your question isn’t listed above, please visit our Contact Page or email us directly — we’ll be happy to help.