Refund policy

We hope you love your Elowen Rose order. If something is not quite right, you may request a return in accordance with the conditions below. This policy applies to orders delivered within the United Kingdom.

30-Day Return Policy

You have 30 days from the date you receive your order to request a return.

To begin a return, please email support@elowenrose.co.uk with your order number and the item or items you wish to return. Returns sent without first contacting us may not be accepted.

Under UK consumer law, you also have the right to cancel an online order without giving a reason by notifying us within 14 days of receiving it. Once you have notified us, you must return the item within a further 14 days.

Return Conditions

To qualify for a return, items must be:

  • Unworn, other than being tried on

  • Unwashed and unaltered

  • Free from marks, make-up, fake tan, perfume and other signs of wear

  • Returned with all original tags attached

  • Returned in their original packaging where reasonably possible

Please take care when trying on your dress. We may reduce the refund to reflect any loss in value caused by handling beyond what would reasonably be permitted when examining an item in a shop.

Sale and Final-Sale Items

Items marked as final sale are not eligible for return under our additional 30-day returns policy.

This does not affect your statutory right to cancel an eligible online order within 14 days, or your rights where an item is faulty, damaged or not as described. Sale items carry the same statutory rights as full-price items.

Exchanges

We do not currently offer direct exchanges.

If you would like another size or colour, please return the original item and place a new order. This helps you secure your preferred option without waiting for your return to be processed.

Return Shipping

For unwanted or incorrectly sized items, customers are responsible for return shipping costs.

We strongly recommend using a tracked service and keeping your proof of postage until your refund has been completed. Elowen Rose cannot be held responsible for returns lost in transit.

If an item is faulty, damaged or incorrect, please contact us before returning it. Where required by UK consumer law, we will cover reasonable return costs and provide the appropriate remedy.

How to Make a Return

Email support@elowenrose.co.uk with:

  • Your full name

  • Your order number

  • The item or items you wish to return

  • Your reason for returning them, if you are using our 30-day policy

You do not need to provide a reason when exercising your statutory 14-day right to cancel.

Once your return request has been reviewed, we will provide the correct return instructions and return address. Please do not send a return to our contact address unless we have specifically instructed you to do so.

Refunds

We will email you once your return has been received and inspected.

Approved refunds will be issued to your original payment method within 14 days of receiving the returned item or, where applicable, receiving acceptable evidence that it has been sent back.

Your bank or payment provider may require additional time to display the refund in your account.

When you cancel your entire order under your statutory cancellation rights, we will also refund the original standard delivery charge. If you selected a more expensive delivery service, only the equivalent cost of standard delivery will be refunded.

The original delivery charge is not refunded when only part of an order is returned under our additional 30-day policy, unless required by law.

Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives. If an item is faulty, damaged or different from what you ordered, contact us promptly at support@elowenrose.co.uk and include your order number and clear photographs of the issue.

Nothing in this policy limits your rights under the Consumer Rights Act 2015 or other applicable UK consumer legislation.

Contact Us

If you have any questions about a return or refund, please contact us:

Email: support@elowenrose.co.uk
Telephone: +44 7700 900123
Address:
Elowen Rose
42 High Street
Guildford GU1 3EL
United Kingdom