Returns Policy

Last updated: 19/06/2026

At Elston London, we do everything possible to keep our customers satisfied. However, there may be occasions when you wish to return a product. Below, we clearly explain our returns policy. We are happy to work with you to find a solution — if you are unsure, please always contact us first via info@elstonlondon.com.

1. How We Operate

Elston London operates according to a direct-from-supplier model. To reduce waste and minimise our CO₂ emissions, we do not maintain large stock levels ourselves: items that are not held in stock are shipped directly from our supplier, located in China. This means that returns must also be sent to our supplier's return address in China.

2. Return Period and Registration

You may register a return within 14 days of receiving the item via info@elstonlondon.com.

You may only register a return after you have physically received the item.

When registering a return, you must always provide your order number and a valid reason for the return.

Once approved, we will provide you with our supplier's return address.

3. Conditions

A valid reason for the return is always required.

Items must be unused, unwashed, undamaged, and in their original condition, with all labels and tags still attached.

Trying items on is permitted; wearing them is not.

Discounted sale items cannot be returned without a valid reason.

Intentionally ordering multiple sizes with the intention of returning part of the order is not permitted.

Certain items are excluded from returns for hygiene reasons, such as underwear, swimwear, and jewellery, unless unopened and unused.

4. Return Costs and Process

Return costs are entirely the responsibility of the customer, including international shipping costs and any applicable customs charges.

The item must be returned to our supplier's return address in China.

The customer is solely responsible for arranging, paying for, and tracking the return shipment.

We always recommend using a tracked shipping service; without proof of shipment, we cannot process a return.

5. Customer-Friendly Alternative Solution

As international returns can be expensive and time-consuming, we are happy to work with you to find a suitable alternative solution, such as a partial refund or discount, which can be agreed upon by email.

Please always contact us first via info@elstonlondon.com before returning anything.

6. Defective, Incorrect or Damaged Item

If there is an issue with your order — for example the size, fit, or quality — please send us an email within 14 days of receiving the item, including clear photographs and a description of the problem.

Without photographs and a description, we cannot assess your complaint and there will be no entitlement to a return or refund.

With this information, we will seek an appropriate solution as quickly as possible.

7. Refunds

A refund can only be issued after the item has been received and approved at the return address in China.

Once approved, we will refund the purchase amount within 14 days via the original payment method.

Original shipping costs are not refundable.

8. Cancellations

It is not permitted to cancel an order once it has been placed and entered into processing.

No refund or chargeback may be initiated before the item has actually arrived and been received.

If you have a question or issue with your order, please contact us first via info@elstonlondon.com rather than immediately initiating a chargeback or refund request.

9. Liability

We are not responsible for lost parcels where tracking confirms that the item has been delivered to the address provided by the customer.

Providing an incorrect address is the responsibility of the customer.

Any address errors must be reported within 24 hours of placing the order via info@elstonlondon.com.