Refund policy

We want you to feel secure when shopping with us. If something isn’t quite right, this policy outlines how returns, refunds, and exchanges are handled at Elestira. Your statutory rights are not affected.

At-a-Glance

  • Return Period: 30 days from the date of delivery

  • Condition: Items must be unworn, unused, unwashed, with all original tags and labels attached, and returned in original packaging

  • Return Shipping: Customer covers return shipping for size or preference changes; free returns apply if the item is faulty, damaged, or incorrect

  • Refund Processing: Refunds are issued within 3 business days after the return is received. Your bank or card provider may take an additional 1–7 business days. Total time: up to 10 business days

  • Restocking Fee: No restocking fees apply

Cancellations

  • Orders can be cancelled within 2 hours of placing the order.

  • If the order has already been dispatched, it must be returned once delivered.

Eligibility & Non-Returnable Items

To qualify for a return, items must:

  • Be unused, unwashed, with all original tags and packaging intact

  • Include valid proof of purchase (such as order confirmation or receipt)

Items that cannot be returned (unless faulty):

  • Clearance or final sale products

  • Gift cards

  • Custom or personalised items

  • Underwear and lingerie

  • Swimwear where the hygiene seal has been removed

How to Start a Return

  1. Contact us at support@elestira.com within 30 days of delivery. Please include:

    • Your order number

    • The item(s) you wish to return

    • Your reason for returning

    • Photos (if the item is damaged or incorrect)

  2. We will provide a Return Merchandise Authorization (RMA) along with return instructions.

  3. Ensure the item is securely packed with all original tags and packaging.

  4. Send the parcel using a tracked shipping service of your choice (unless return shipping is covered).

 Returns sent without an approved RMA may be rejected or delayed.

Exchanges

  • Size or color changes: The quickest solution is to place a new order and return the original item for a refund.

  • If we made an error (incorrect or faulty item): We will cover return shipping costs and arrange a replacement at no extra charge.

Damaged, Defective, or Incorrect Items

  • Please inspect your order upon delivery.

  • If there is an issue, contact us within 2 days of receiving your order with clear images of the item and packaging.

  • Once confirmed, we will prioritise either a free replacement or a full refund.

Lost or Delayed Parcels

  • If tracking shows no updates or your order is delayed, please contact us so we can investigate with the courier.

  • If your parcel has not been delivered within 30 days of dispatch, we will offer either:

    • A replacement, or

    • A full refund (your choice).

Refunds — Timeline & Method

  • Inspection: Returns are checked within 3 business days after arrival.

  • Refund Issued: Approved refunds are processed to the original payment method.

  • Bank Processing: Funds may take 1–7 business days to appear, depending on your provider.

  • Total Timeframe: Up to 10 business days from when we receive your return.

Return Address

Returns are only accepted at the address specified in your RMA email. Sending returns to any other address may lead to delays or refusal.

Contact & Company information

Store name: Elestira
Company name: LCP Digital LTD
Company number: 17126496

Company Address: 71-75 Shelton Street, Covent Garden, WC2H 9JQ, London, United Kingdom
Warehouse Address: 68 Hailey Rd, Erith, DA18 4AU, United Kingdom

Email: support@elestira.com
Phone: +447988522791
We aim to respond within 24 hours.

Customer Service Hours
Monday to Friday: 9:00 AM - 5:00 PM
Saturday and Sunday: Closed
(London Time)

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