Refund policy

Return & Refund Policy

Store: ELANE STUDIO
Customer Support: support@elane.com

Overview

We want you to feel confident and satisfied when shopping at ELANE STUDIO. This policy explains how returns, exchanges, cancellations, and refunds work for customers purchasing from the United Kingdom.

14-Day Right to Cancel (UK Consumers)

If you are a consumer purchasing from the United Kingdom, you generally have the legal right to cancel your order within 14 days from the day after your order is delivered, without giving any reason.

To exercise this right, you must inform us of your decision to cancel within those 14 days. Once you notify us, you have an additional 14 days to send the goods back.

This right to cancel does not apply to certain items listed under “Non-Returnable Items”, including sealed goods that are not suitable for return for health or hygiene reasons once unsealed, as well as personalised or made-to-order products.

How to Request a Return, Cancellation or Exchange

Step 1 — Contact Us

Email us at support@elane.com stating whether you want a return (refund), cancellation, or an exchange. We will provide return instructions and, if applicable, a return form.

Step 2 — Complete the Return Form (If Provided)

Fill in the form clearly indicating which items you are returning and whether you are requesting a refund, cancellation, or exchange.

Step 3 — Ship the Items

After our confirmation, ship the items using a courier of your choice, following the instructions provided. Please keep your shipping receipt and tracking number until the process is completed.

Step 4 — Return Processing

Once your return is received and inspected, we will process it as quickly as possible. You will receive an email confirmation when your refund or exchange is approved.

Return Eligibility Conditions

Returned items must be new, unused, and resalable, including:

  • Shapewear / Apparel: unworn, unwashed, with all original tags, free of odors, stains, makeup marks, perfume, deodorant residue, or any other signs of use.

You may inspect items as you would in a physical shop. However, if an item is handled more than necessary to establish its nature, characteristics, and fit, we may reduce the refund to reflect any diminished value.

Non-Returnable Items

For hygiene and consumer protection reasons, the following items cannot be returned or exchanged unless faulty, damaged, or incorrect:

  • Shapewear, underwear, lingerie, bodysuits, and other hygiene-sensitive items if worn, used, soiled, or if any hygiene protection has been removed.
  • Personalized or made-to-order products.
  • Gift cards and digital products (if applicable).

Faulty, Damaged, Defective, or Incorrect Items

If you receive an item that is faulty, damaged, defective, or different from what you ordered, contact us as soon as possible at support@elane.com and include:

  • your order number, and
  • clear photos or videos showing the issue.

Where required by applicable law, we will provide an appropriate remedy, which may include a replacement, price reduction, or refund. In these cases, return shipping costs will be covered by us, following our support instructions.

Return Shipping Costs

  • Change of mind / cancellation: return shipping costs are paid by the customer unless otherwise stated.
  • Our error / faulty, damaged, defective, or incorrect item: we will cover return shipping costs according to our instructions.

Refund Timelines

For cancelled online orders, once the returned goods are received back (or you provide evidence that they have been sent back), refunds are usually issued within 14 days.

For approved returns outside cancellation rights, or for faulty / incorrect items, refunds are processed as quickly as possible after inspection and approval.

Refunds are issued, where possible, to the original payment method. If you paid for an upgraded delivery service, we usually refund only the cost of the standard delivery option.

Exchanges

Exchanges are processed as soon as possible after we receive and inspect the returned items. If the replacement item is unavailable, we will contact you to offer an alternative or a refund.

Late Returns

Returns requested or received after the applicable period may be accepted at our discretion. In such cases, we may offer an exchange or store credit instead of a refund, subject to your mandatory consumer rights under applicable law.

Refused Deliveries / Uncollected Parcels

If you refuse delivery or fail to collect the parcel and it is returned to us, we may issue a refund once received and inspected. Any direct return shipping costs or other recoverable costs incurred may be deducted from the refund where permitted by law.

Cancellation Form (Optional)

You may copy and paste the following template into an email to support@elane.com:

Subject: Cancellation / Return Request

I hereby give notice that I cancel my contract of sale of the following goods:
Order number:
Ordered on / received on:
Name:
Address:
Email used for the order:
Date:

Seller Information

Operating company: Sterling Story LLC
Business address: 5203 Juan Tabo Boulevard Northeast, Albuquerque, New Mexico, United States
Support email: support@elane.com