Return Policy

Last updated: 11-07-2026

At Elodie London we do everything we can to keep our customers happy. Now and then you may want to return a product. Below we explain our returns policy clearly. We are happy to think along with you — if you are unsure about anything, always contact us first at hello@elodielondon.com.

1. How we work

Elodie London works on a direct-from-supplier model. To reduce waste and lower our CO₂ emissions, we do not hold a large stock of our own: items that are not in stock are shipped directly from our supplier (located in China). This means that return shipments must also be sent to the return address of our supplier in China.

2. Timeframe and registration

You can register a return within 14 days of receiving the item, via hello@elodielondon.com.
You can only register a return after you have physically received the item.
Always include your order number and a valid reason for the return with your registration.
After approval, you will receive the return address of our supplier from us.

3. Conditions

A valid reason for the return is always required.
Items must be unused, unwashed, undamaged, and in original condition, with all labels and tags still attached.
Trying an item on is fine, wearing it is not.
Discounted (sale) items cannot be returned without a valid reason.
Deliberately ordering multiple sizes with the intention of returning (a part of) them is not permitted.
Certain items are excluded from return for hygienic reasons (such as underwear, swimwear, and jewellery), unless unopened and unused.

4. Return costs and process

The return costs are entirely the responsibility of the customer, including international shipping and any customs charges.
The item must be returned to the return address of our supplier in China.
The customer is personally responsible for shipping, the costs, and tracking the return shipment.
We always advise using a shipping method with track & trace; without proof of postage, we cannot process a return.

5. Customer-friendly alternative solution

Because international returns can be expensive and time-consuming, we like to look for a suitable alternative solution together with you (for example, a partial refund or discount), which we agree upon in mutual consultation via email. Always contact us at hello@elodielondon.com for this before sending anything back.

6. Defective, incorrect, or damaged item

If something is not right with your order — for example, the size, the fit, or the quality — please send us an email within 14 days of receipt, including clear photos and a description of the problem. Without photos and a description, we cannot process your complaint and there is no right to a return or refund. With this information, we will find a suitable solution as quickly as possible.

7. Refunds

A refund can only be issued after the item has been received and approved at the return address in China. After approval, we will refund the purchase amount within 14 days via the original payment method. Original shipping costs are not reimbursed.

8. Cancellations

It is not permitted to cancel an order after it has been placed and taken into processing. No refund or chargeback can be opened before the item has actually arrived and been received. If you have a question or problem with your order, please contact us first at hello@elodielondon.com instead of immediately starting a chargeback or refund.

9. Liability

We are not responsible for lost parcels if the tracking indicates that the item was delivered to the address provided by the customer.
An incorrectly specified address is the responsibility of the customer.
Errors in the address must be reported within 24 hours of ordering via hello@elodielondon.com.