Refund policy

We want you to love what you ordered. If something's not right, here's how returns and refunds work at Elowen Gray.

Return Window

You can request a return within 30 days of the date your order is delivered.

Condition of Items

To qualify for a return, items must be unused, unworn, and in their original condition, with all original tags, packaging, and accessories included.

Territorial Scope

This policy applies to all orders delivered within the United Kingdom.

Return Costs

If an item arrives damaged, faulty, or isn't what you ordered, return shipping is free and we cover all associated costs. If you're returning an item for another reason — a change of mind, the wrong size, or similar — you're responsible for the return shipping cost, and original shipping fees aren't refundable. We don't charge any restocking fees.

How to Start a Return

Contact us at info@elowengray.com or via our Contact form with your order number and the reason for your return. Once confirmed, securely repack the item with its original packaging and tags, and send it back following the instructions our support team provides.

Refund Process

Once we receive your return, we'll inspect it to confirm it meets the conditions above. Approved refunds are processed within 5–7 business days of inspection; your bank or card provider may take a few additional days to show the funds on your original payment method.

Exchanges

Want a different size or colour instead? Contact us at info@elowengray.com and we'll help arrange an exchange, subject to availability.

Non-Returnable Items

For hygiene and safety reasons, certain items may not be eligible for return. Any such items will be clearly marked on the product page before you buy.