Refund policy
At ELOVA London, we want you to be happy with your order. If you are not completely satisfied, you may request a return within 30 days of receiving your order, subject to the conditions below.
ELOVA London is a trading name of EADIE GROUP LTD, a private limited company registered in England and Wales.
Company number: 17154122
Registered office: 127 Downs Road, Gravesend, United Kingdom, DA13 9HD
Email: hello@elovalondon.com
Phone: +44 7562 713336
VAT status: Not VAT registered
Returns
To be eligible for a return, your item must be:
Unused and unopened
In its original packaging
In the same condition that you received it
Returned with proof of purchase or your order number
For hygiene and safety reasons, we cannot accept returns on lashes, Bond & Seal, remover, applicators, or any beauty products that have been opened, used, removed from their packaging, or had their hygiene seal broken, unless the item is faulty, damaged, or incorrect.
UK cancellation rights
If you are a UK customer buying online, you have the legal right to cancel your order within 14 days of receiving it, unless the item is exempt for hygiene reasons.
To cancel your order, email hello@elovalondon.com with your order number, name, address and a clear statement that you wish to cancel.
For hygiene and safety reasons, lashes, Bond & Seal, remover, applicators, and beauty products cannot be returned once opened, used, unsealed, removed from their original packaging, or where the hygiene seal or original packaging has been broken, unless the item is faulty, damaged, or incorrect.
Your legal rights are not affected by this policy.
How to request a return
To request a return, please contact us at:
Please include your order number, full name, and reason for return.
Once your return request has been reviewed and approved, we will provide you with return instructions. Please do not send any items back without contacting us first.
Return address
Returns should only be sent once your return request has been approved.
Return address:
ELOVA London
127 Downs Road
Gravesend
United Kingdom
DA13 9HD
Return shipping
Customers are responsible for return shipping costs unless the item is faulty, damaged, incorrect, or where required by law.
We recommend using a tracked postage service, as we cannot be responsible for returns that are lost in transit.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be processed back to your original payment method.
Refunds will be issued within 14 days of us receiving the returned item. Please allow additional time for your bank or payment provider to process the refund.
Original shipping costs are non-refundable, unless the item is faulty, damaged, incorrect, or where required by law. Where required by law, this includes the standard delivery cost paid at checkout.
Faulty, damaged, or incorrect items
Please check your order as soon as it arrives.
If your item is faulty, damaged, or incorrect, please contact us as soon as possible at:
Please include your order number and clear photos of the item and packaging so we can review the issue and resolve it for you.
If your item is confirmed to be faulty, damaged, or incorrect, we will offer a suitable resolution, which may include a replacement, refund, or return postage support.
Exchanges
We do not currently offer direct exchanges.
If you would like a different item, please return your original order and place a new order once your return has been approved.
Non-returnable items
For hygiene and safety reasons, we cannot accept returns on opened or used beauty products, including lashes, Bond & Seal, remover, applicators, or any item where the hygiene seal or original packaging has been broken, unless the item is faulty, damaged, or incorrect.
Contact
If you have any questions about returns or refunds, please contact us at: