FAQs

 

 

Where do you ship from?

We are based in the UK, with fulfilment centres and workshops in multiple locations to ensure efficient, high-quality service.

We ship all our lingerie from our in house distribution centre, and we work with third parties for our formal wear, including the US, China and India.

How long is the shipping time?

After your order has been processed, delivery typically takes:

  • 2–9 business days for our US customers
  • 1–2 business days for our UK customers

Please note that processing can take up to 7 days, as each of our boxes is lovingly personalised just for you. 💛
We appreciate your patience, as it's what allows us to deliver something truly special! 🌿

 

Do you accept returns?

Yes! However, to receive a full refund for a lingerie return, you MUST email us at info@elia.boutique, within 14 days of receiving your lingerie, and you MUST return it within 30 days. 

Do you provide return labels?

No, we do not provide return labels, so any costs associated with returning your order will be your responsibility.

I have returned my item but still have not received my refund. What should I do?

Once we receive and inspect your return, your refund will be processed. Please allow 2-7 business days for the funds to return to your account. If you have not received your refund within this timeframe, please reach out to us for further assistance.

What do I do if I receive a faulty item?

If you've received a faulty item, please email us at info@elia.boutique within seven days of receiving your item(s). To help us resolve this quickly, include the following details in your email:

  • Full name and order number
  • Name of the faulty item
  • Description of the fault
  • Clear pictures showing the fault

We’ll review your information and work to resolve this for you as soon as possible.

How do I exchange my item?

We only replace items that are defective, damaged, or if an incorrect item was sent. For assistance with an exchange, please contact us at info@elia.boutique.

What is the cancellation policy for subscription boxes?

Our subscription boxes require a minimum of two charges, if purchased during a sale. You have three options if you'd like to cancel:

  1. Receive the second box: After this, we can cancel your subscription.
  2. Return the first box: Once we receive it, we’ll issue a full refund and cancel the subscription.
  3. Keep the first box: For this option, you will need to pay the full standard price for the box which is £36, then your subscription will be cancelled. 

Please let us know which option you prefer, and we’ll be happy to assist!  

If you purchased your lingerie at full price and want to cancel your subscription, please send us an email with your request.

Can I pause my subscription?

Yes, you can pause your subscription from your account settings. Alternatively, you can contact us, and we can assist you with pausing it from our end.

Can I change the size for my subsequent subscriptions?

Yes! Simply send an email to info@elia.boutique at least two weeks before your next subscription box is scheduled to be sent out.

What materials is the lingerie made of?

Our lingeries are made with polyester, cotton and polycotton. 

How do I cancel my subscription?

You can cancel via this link: https://shorturl.at/8Lcxt or email us at info@elia.boutique and we’ll help.

How do I change my size?

You can update your size via this link: https://shorturl.at/8Lcxt  or email us at info@elia.boutique and we’ll help.

How do I change my preferences?

You can change your preferences via this link: https://shorturl.at/8Lcxt  or email us at info@elia.boutique.

How do I find my size / measure for size?

You can check our sizing guide via this link: https://shorturl.at/OSawr or email us at info@elia.boutique for personalised help.