Who operates this store?
Elva & Lane is operated by Xinxingyuan E-commerce Limited. See contact us for our business and customer-service details.
Where do you deliver, and what will it cost?
We ship to the countries listed in our shipping policy. Express Shipping: €6.90, or free on orders of €30 or more after discounts. Orders are dispatched within 48 hours, and Express Shipping usually takes up to 15 days after dispatch. If you have not received your order within 15 working days of dispatch, please contact us. Delivery may be delayed by epidemics or other force majeure events beyond our control. Check the delivery service and total shown before payment. If an estimate is missing or you need a delivery by a particular date, ask us before ordering. Read Shipping policy.
Can I cancel my order?
You can cancel an order within 1 hour of placing it. Email support@elvaandlane.com with your order number and we will cancel it and refund you through the original payment method.
After 1 hour, contact us as soon as possible: we will try to stop the order if it has not yet been dispatched. Once an order has been dispatched, you can still use our 30-day returns and your statutory cancellation rights.
Can I change my delivery address?
Contact support@elvaandlane.com as soon as possible with your order number and the full new delivery address. If you contact us within 1 hour of placing the order, we will update the address. After that, we will update it if the order has not yet been dispatched; once a parcel has been dispatched, we cannot change its address.
How can I track an order?
Use tracking information in your dispatch message where provided, or see Track an order to request help.
My parcel has not arrived or may be lost. What should I do?
Please contact support@elvaandlane.com within 30 days of payment or within 30 days of the estimated delivery date, with your order number, and we will help. We will check the tracking and the carrier, and arrange the next steps with you. This does not limit your statutory rights.
Can I return something I no longer want?
Easy returns within 30 days: for eligible online purchases, tell us within 30 days after the day you receive your order, then send the goods back within a further 30 days. Read Returns, refunds and cancellations for the procedure, costs and statutory rights.
How to return
- 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.
- We reply with the return address and instructions within 1-3 business days.
- 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.
- 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.
What if an item is faulty or incorrect?
Contact support@elvaandlane.com with the order reference and details of the problem. Reasonable order evidence and photographs, where available, can help. Statutory remedies remain separate from change-of-mind returns.
Which payment methods do you accept?
You can pay by credit or debit card. The accepted card brands and your order total are shown in the Payment step at checkout before you confirm. Never send card details by email.
How do I manage privacy requests?
Read Privacy policy and Cookies and privacy choices. You can contact support@elvaandlane.com about access, correction, deletion or other applicable privacy rights.
What do I need to send back an item?
Read Returns and cancellations help for the steps and contact details. Get the full return address from customer service before posting goods, and do not send goods to any other address.
My refund has been confirmed, but is not visible
Check the original payment account and any refund confirmation. Ask the payment provider about posting status, then contact us with the order reference and confirmation date. Never send full card details.