FAQs
We also need to update the shipping and refund policies on separate pages on the website
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?
Orders typically arrive within 2-9 business days for our US customers and 1-2 business days for our UK customers, after they have been processed for shipping.
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.
If you are returning a dress, you MUST email within 3 days of receipt and you MUST return it within 7 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:
- Receive the second box: After this, we can cancel your subscription.
- Return the first box: Once we receive it, we’ll issue a full refund and cancel the subscription.
- 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.