FAQs

Where do you ship from?

We are a UK-based business.

All lingerie is shipped from our in-house distribution centre in Manchester, UK.


How long is the shipping time?

After your order has been processed, delivery typically takes:

  • UK customers: approximately 1 - 3 business days

  • US customers: approximately 2 - 9 business days

Please note that processing can take up to 9 days, as each box is personalised just for you. 💛
We truly appreciate your patience — it allows us to deliver something special and made with care. 🌿

Do you accept returns?

Yes.

You have the right to cancel your order within 14 days of receiving your item, in accordance with UK consumer law.

To exercise this right, please notify us by emailing info@elia.boutique within this 14-day period. Returned items must be sent back within 30 days of cancellation.

Items must be returned in their original condition, with all tags and hygiene seals intact, and must not show signs of use beyond what is necessary to inspect them as would be permitted in a retail store.

For hygiene reasons, worn or washed lingerie, or items with removed hygiene seals, may not be eligible for a refund.

Do you provide return labels?

No. Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.

I’ve returned my item but haven’t received my refund. What should I do?

Once we receive and inspect your return, your refund will be issued to your original payment method within 14 days.

If you have not received your refund:

  1. Check your bank account again

  2. Contact your card provider (processing times vary)

  3. Contact your bank

If the issue persists, please email info@elia.boutique and we’ll help.

What do I do if I receive a faulty item?

If you believe your item is faulty, please contact us at info@elia.boutique as soon as reasonably possible.

To help us resolve this quickly, please include:

  • Your full name and order number

  • The name of the item

  • A description of the issue

  • Clear photographs showing the fault

This does not affect your statutory rights under the Consumer Rights Act 2015.

How do I exchange my item?

We only replace items that are defective, damaged, or incorrect.
Please contact info@elia.boutique for assistance.

What is the cancellation policy for subscription boxes?

We offer introductory pricing on subscription boxes, which is subject to specific conditions.

You may cancel within 14 days of receiving your first box, in line with UK consumer law.
If you cancel within this period, you may either:

  • Return the box for a full refund, or

  • Keep the box and pay the difference to the full retail price

After 14 days, you may cancel your subscription at any time.
Full details are available in our Terms of Service.

Can I pause my subscription?

Yes. You can pause your subscription via your account settings, or contact us and we’ll assist.

Can I change my size or preferences?

Yes. Please email info@elia.boutique at least two weeks before your next box is scheduled to ship.

What materials is the lingerie made from?

Our lingerie is made using polyester, cotton, and polycotton fabrics.

How do I cancel, update my size, or change preferences?

You can manage your subscription via this link:
👉 https://shorturl.at/8Lcxt

Or email info@elia.boutique and we’ll help.