If you're having trouble using our website, contact our friendly Elomi Customer Service Team - please click here.

Please provide details of the issue you are experiencing including information about what device (Laptop, iPhone etc) and browser (Google Chrome, Safari etc) you are using.

Once your order has been placed, we work hard to get this out to you as quickly as possible, which means it isn't possible for us to make changes to your order. However, if your order is still in our warehouse, we may be able to cancel it so you can place a new one instead. Please contact us as quickly as possible so we can do our best to help you.

We'll keep you up to date with email updates throughout the order process so you know when your parcel gets dispatched. You’ll also be able to track your order by clicking the tracking link in your dispatch confirmation email.

Alternatively, if you have an account, you can log into ‘My Account’ and visit the 'Order History' page where you can view details of your order and track the delivery.

Firstly, please let us sincerely apologise. We pride ourselves on the quality of our garments so we are very disappointed to hear your item/s haven’t met your expectation. Please contact our Customer Service Team as soon as you discover a fault or issue and we'll endeavor to sort any issues out straightaway. For more information on faulty returns, please read our full Delivery & Returns FAQs.

We're sorry there's an item missing from your order. Before contacting our Customer Services team, we recommend checking if any item(s) you ordered may have been out of stock - it's worth checking your emails (including your junk/spam) to see if we've sent you an email about this.

If you have an item missing from your order, please let our Customer Service Team know within 14 days of your order being delivered and we’ll do our best to help you.

All of our parcels are shipped via UPS and you can expect delivery within 3-6 business days of dispatch. Our shipping cost is $7.95.

We try to be super quick on sending your order out to you and often it will not be possible to change the shipping address, however please contact our Customer Service Team by email at [email protected] and we will do our best to help.

Under normal circumstances UPS deliver within 3–6 business days from dispatch.

If you have not received your parcel after this time, please email [email protected] so we can investigate this for you.

We’ve tried to make our returns process as easy as possible with just three steps;
 

1) Returns Form
Simply fill in the returns form which was enclosed in your order, telling us which items you are returning and include this with the garments you are sending back to us. To ensure your refund is processed as quickly as possible please ensure you send the correct returns form with any garments  returned, our friendly Customer Services team can easily provide this if you no longer have it. Our bags have an additional sticky strip so you can use this to easily package them up.

2) Label
Peel off the pre-paid label from your returns form and put it on your parcel (ensuring you cross out the original delivery label on the bag, so it’s clear for UPS).

3) Proof of Return
Drop your parcel off at a UPS Customer Center or an Authorized Shipping Outlet and they will do the rest. Please keep your proof of return until you’ve received your refund.
Once we’ve received your parcel we will try our best to process your refund within 5-10 working days, and send you an email to let you know once this has been done. Please note that it may take a further 5-10 days for your bank to process the refund, this is unfortunately out of our control. Your refund will be credited to the same payment method you used to place the order.

Please return your unwanted item/s to us within 90 days of receiving them. Items must be returned in re-sellable condition: unworn, unwashed and with all labels and tags still intact. Items must be tried on over your own underwear for hygiene reasons.

Yes, please make sure you obtain proof of postage with a tracking number for any parcel you are returning to us. This will help us to quickly resolve any issues that may occur related to late and lost returns.

When a card is lost, stolen or cancelled we can still refund that card, as long as the account is still open. However, for security reasons we can't process your refund to a different card.

Contact our friendly Customer Services team and they will happily provide you with a new returns form. We can send you one by email for you to print at home - please simply email us at [email protected]

Firstly, please let us sincerely apologise. We pride ourselves on the quality of our garments so we are very disappointed to hear your item/s haven’t met your expectation.

Faulty items can be returned to us within 12 months of the purchase date. Faults which develop after 12 months would be classed as general wear and tear from use. Please check that you have followed the care instructions on the garments label before returning to us, as if this has not been adhered to we’re afraid we cannot accept the fault.

To return the items to us, please follow the below process;

1. Please include the original returns form if you have it or, if you don’t, please print an order confirmation email or a handwritten note if that’s more convenient. 
   The important thing is that you include the following information;
   -    Order Number
   -    Your name & address
   -    Contact number 
   -    Which item/s you are returning (please tell us the size and product code from the tag which will begin with EL or ES if possible)
   -    Details of the fault
   
   If you are unsure about anything please don’t hesitate to contact our friendly Customer Services team by email at [email protected]
    
2. Please package up the item/s and the returns form/note in suitable packaging and if you still have your pre-paid label from your returns form, attach that to the package. 
   
   If you no longer have the pre-paid return label, then please contact our friendly Customer Services team and they will happily provide you with a new returns label by email for you to print at home. You can contact us by email at [email protected]
    
3. Postage Receipt
   Take your parcel to your most convenient UPS Customer Center or an Authorized Shipping Outlet and they will do the rest. You will be given a postage receipt, make sure you keep this safe as this is your proof of return.

Please wash worn faulty items before returning to us, unhygienic garments will not be examined by QA and these will be returned to the sender.

You will receive an email to let you know once your refund has been processed. Please note that it may take a further 5-10 days for your bank to process the refund, this is unfortunately out of our control. Your refund will be credited to the same payment method you used to place the original order.

If you have an item missing from your refund, please let our Customer Service Team know within 14 days of your refund being processed and we’ll do our best to help you.

You can pay for your order by Visa, Mastercard and PayPal. All orders are placed in a secure environment to protect our customers.

The funds will be ring-fenced on your card when the order is placed, and you will be charged for the items when we dispatch your order.

PayPal is a safe, fast and easy way to pay for your order. To pay with PayPal, you'll need a free PayPal account which is linked to your bank account or debit/credit card. You can select PayPal Express on the Bag page or select PayPal in the payment method stage of the checkout, where you will be redirected to the secure PayPal login page to sign in using your PayPal email address and password. Select the 'Pay Now' button to confirm your payment. You will receive a confirmation email from PayPal once the money has been transferred, as well as an order confirmation email from us.

No, you can shop with us as a Guest using our Quick Checkout option. You will have the opportunity at the end of the checkout to create an account if you wish, so next time you shop with us you can enjoy a faster checkout, online order tracking and more.

If you have forgotten your password, you can reset it by clicking here and choosing 'Forgot your Password?' Simply enter your email address and we'll send you an email with password reset link. If you have not received a password reset link within 24 hours, please contact us.

You can update your personal details, such as contact information, email address and shipping addresses by logging into your account.

To unsubscribe from our marketing emails, please click the link at the bottom of one of the newsletters. You can also unsubscribe by logging into your account and clicking 'Update Personal Details'. If you experience any problems, please email us at [email protected].