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Easy returns within 30 days

We want you to love what you order from Elva & Lane. For eligible online purchases, you have a statutory right to cancel within 14 days after the day you receive your goods. We voluntarily extend this to 30 days: tell us within 30 days after the day you receive your order that you want to return it, then send the goods back within a further 30 days of telling us. Where one order is delivered in separate parts, the 30 days run from the day you receive the final part.

No reason is needed for a change-of-mind return. Our 30-day returns are in addition to, and do not reduce, your statutory rights.

How to return

1. Email support@elvaandlane.com with your order number within 30 days of receiving your order, and tell us which item(s) you want to return.
2. We reply with the return address and instructions within 1-3 business days.
3. Send the item(s) back unworn, unwashed and with tags attached, to the address we give you, within 30 days of contacting us. For a change-of-mind return you pay the return postage; if an item is faulty, damaged or incorrect, you do not pay it. We recommend a tracked service and keeping your proof of posting.
4. Once your return arrives and passes inspection, your refund is processed within 5 business days to your original payment method. Please allow up to 5 business days for it to appear on your account.

You can also use our contact us page. A clear statement that you want to cancel or return is enough; you do not need to use a particular form or wait for our approval to give notice in time.

Please send returns only to the return address we give you; parcels sent to any other address may be delayed or lost.

Condition of returned items

To receive a full refund, please return items unworn, unwashed, undamaged and in their original condition, with any tags attached and together with any parts or accessories that came with them. You may examine an item as you would in a shop, for example to check the size, fit and colour.

We check every return when it arrives. Where the law permits, if an item has been handled more than was needed to establish its nature, characteristics and functioning (for example, worn outside, washed, altered or damaged), we may reduce the refund to reflect the loss in value. We do not charge a restocking fee.

Return shipping

For a change-of-mind return, you are responsible for the direct cost of sending the item back. The amount depends on the carrier and service you choose. We recommend a tracked service and keeping your proof of posting until your refund is complete.

If an item arrives faulty, damaged, incorrect or not as described, you do not pay to return it. Contact us first and we will arrange the return with you.

Please send only items from your Elva & Lane order, to the address we give you. We cannot be responsible for parcels sent to a different address, or for items that were not part of your order.

Refunds

Once your return arrives and passes inspection, your refund is processed within 5 business days, and in any case within 14 days of us receiving the goods back (or your proof of posting, if earlier). We will confirm by email when your refund has been issued.

Refunds are made to your original payment method (for example, your debit or credit card, Apple Pay or Google Pay) unless you expressly agree otherwise, and we do not charge a refund fee. Please allow up to 5 business days after processing for the refund to appear on your account.

If you cancel or return a whole order, the refund includes the standard Express Shipping charge you paid, if any (Express Shipping is €6.90, or free on orders of €30 or more after discounts). Any extra amount for a more expensive delivery option you chose is not refunded.

Prices are charged in euros (EUR) and refunds are made in EUR for the amount paid. If your card is in another currency, your card provider's exchange rate may make the amount shown on your statement slightly different.

Exchanges

If you would like a different size or colour, contact us. Exchanges depend on the item and availability. If an exchange is not possible, you can return the item for a refund within our 30-day returns window and place a new order.

Damaged, faulty or incorrect items

Contact support@elvaandlane.com as soon as you notice a problem, with your order number and a short description. Photos of the item, packaging or parcel label help us resolve things quickly where available, but they are not a condition for your rights. Keep the item while we explain the next steps. We will provide a repair, replacement or refund as required by law.

To help us handle requests fairly: a change of mind about style or colour, or an item that does not fit, is handled as a 30-day return rather than as a fault. Please check the size guide and listed measurements before ordering. Natural small variations described on the product page are not faults. Damage caused by wear, washing against the care label, alteration or accident after delivery is not a manufacturing fault. Nothing in this section limits your rights for goods that are faulty, damaged, misdescribed or otherwise not as agreed.

Cancelling an order before dispatch

You can cancel an order within 1 hour of placing it by emailing support@elvaandlane.com with your order number, and we will refund it in full. After that, we will stop the order if it has not yet been dispatched. Once an order has been dispatched, you can return it under our 30-day returns.

Items that cannot be returned

Any product-specific exception that the law allows (for example, sealed hygiene items that have been unsealed after delivery) will be shown clearly on the product page before you buy, and does not affect your rights for faulty or misdescribed goods. Sale items can be returned on the same terms as full-price items.

Optional cancellation notice

You may copy and send the following notice to support@elvaandlane.com:

“I wish to cancel my order. Order number: ____. Goods: ____. Order date / received date: ____. Customer name and address: ____. Date: ____.” A signature is needed only if sending a paper notice. You do not have to use this wording.

Contact us

Elva & Lane is operated by Xinxingyuan E-commerce Limited, Room 13, 7/F, Po Kwan Building, 50 Hung To Road, Kwun Tong, Kowloon, Hong Kong SAR (correspondence address only, not a returns address).
Email: support@elvaandlane.com
Telephone: +852 6726 9352
We usually respond within 1-3 business days.

This policy does not affect your statutory rights under applicable consumer law.