We want you to be happy with what you buy. If something isn’t right, here’s exactly how returns work, with no fine-print games.
You have 50 days from the day your order arrives to request a return or exchange.
The item needs to be:
Unused
In the same condition you received it
Returned in its original packaging
Have any tags still attached
Please keep your order confirmation as proof of purchase.
Made-to-order and customised pieces (fur cut to your size, bespoke jewellery), unless they arrive faulty
Intimate items like shapewear, once the hygiene seal is off
Cosmetics and fragrance that have been opened or used
Gift cards
Email Info@houseofelaya.com with your order number and what you’d like to send back.
We’ll reply with the steps and the return address: [RETURN ADDRESS]
Please don’t post anything back before you hear from us.
Once your return reaches us, we’ll check it over and email you to confirm we’ve got it and whether the refund is approved.
Approved refunds go back to your original payment method within 5–7 business days.
Your bank may take a little longer to show it.
You’re responsible for return shipping costs, and original shipping charges aren’t refundable.
The exception is a faulty or incorrect item, where we cover return shipping in full.
For higher-value pieces, we’d suggest a tracked, insured service — we can’t refund what doesn’t reach us.
Need a different size, or a replacement for something damaged?
Email us and we’ll sort it.
Made-to-order pieces can only be exchanged if they’re faulty.
Get in touch within 7 days of delivery with a few photos, and we’ll arrange a repair, replacement, or full refund — return shipping included — at no cost to you.
Every eligible order is covered.
If a piece isn’t right, you get your money back.
Email Info@houseofelaya.com and a real person will walk you through it.
