Política de reembolso

Returns & Refunds Policy

Last updated: May 2026

Right to Return

Under EU consumer law, you have the right to return any item purchased from Eloise's within 14 days of receiving your order, for any reason.

Condition of Returned Items

To be eligible for a refund, items must be:

  • Unworn and unwashed
  • In their original condition with all tags attached
  • In the original packaging where applicable

We reserve the right to refuse refunds for items that show signs of wear, damage, or alteration.

How to Return an Item

  1. Email contact@leeloise.com within 14 days of delivery to request a return. Include your order number.
  2. You will receive return instructions and the return address by email.
  3. Pack your item securely and post it back to us.

Return Shipping Costs

Customers are responsible for return shipping costs unless the item is faulty or was sent in error. We recommend using a tracked service — we cannot process a refund for items lost in transit.

Refunds

Once we receive and inspect your return, we will issue a refund to your original payment method within 5 working days. The refund will cover the price you paid for the item; original outbound shipping charges are non-refundable unless the return is due to our error or a faulty product.

Please allow up to a further 5 working days for your bank to process the refund.

Faulty or Incorrect Items

If your item arrives damaged, faulty, or different from what you ordered, please contact us at contact@leeloise.com within 7 days of delivery with photos. We will arrange a replacement or full refund including return shipping at our expense.

Items Not Eligible for Return

  • Underwear, swimwear, and pierced jewellery (for hygiene reasons), unless faulty
  • Gift cards
  • Items marked as “Final Sale” at the time of purchase

Exchanges

We do not offer direct exchanges at this time. To exchange an item, please return it for a refund and place a new order for the size or colour you would like.

Contact

For any questions about returns or refunds, contact us at contact@leeloise.com. We reply within 1–2 business days, Monday to Friday.