Shipping & Returns Policy

Shipping & Returns Policy

At Ellgravia London, we stand behind the quality of every piece we sell. This policy sets out your rights and our obligations clearly and honestly, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

1. Our Quality Guarantee

We stand behind the quality of every piece. If your item arrives faulty or damaged, contact us within 30 days and we will make it right — no return necessary.

2. Order Cancellation

You may cancel your order subject to the following:

Within 24 hours of ordering (before dispatch): Contact us immediately at info@ellgravia-london.com with your order number. If your order has not yet been dispatched, we will cancel it and issue a full refund with no questions asked.

After 24 hours or once dispatched: Once an order has been dispatched, it cannot be cancelled. You must wait to receive the item and follow the returns process set out in Section 3 if applicable.

To avoid disappointment, please ensure your order details, size, and delivery address are correct before completing your purchase.

3. Your Statutory Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving any reason.

To exercise this right:

• Contact us at info@ellgravia-london.com within 14 days of receiving your order.
• We will provide you with a return authorisation and the return address.
• You must return the item to our warehouse within 14 days of notifying us.
• Once received and inspected, we will process your refund within 14 days.

Important — Return Shipping Costs: Our warehouse is located outside the UK. Customers exercising their statutory right to cancel are responsible for all return shipping costs. Customers are responsible for arranging and funding their own return shipping to our warehouse in China. We are not responsible for items lost or damaged in return transit.

After 14 days, we are under no legal obligation to accept change-of-mind returns.

4. Faulty, Damaged, or Incorrect Items

Under the Consumer Rights Act 2015, if your item is faulty, not as described, or incorrect, you are entitled to a full refund or replacement.

We make this as simple as possible:

• Contact us at info@ellgravia-london.com within 30 days of receiving your order.
• Include your order number, a description of the issue, and clear photographs of the item and packaging.
• We will offer you a full refund or a replacement — no return of the item is required.

We will never ask you to return a faulty or incorrect item at your own cost. This does not affect your statutory rights.

5. Items Not Eligible for Return

The following are not eligible for return or refund except where required by law:

• Change-of-mind returns requested after 14 days of receipt
• Items that have been worn, washed, or altered
• Items returned without prior authorisation
• Items missing original tags or packaging

6. Refund Processing

For faulty or incorrect items where no return is required, refunds will be processed within 3–5 business days of your claim being approved.

For statutory cancellation returns, refunds will be processed within 14 days of us receiving the returned item.

All refunds are issued to the original payment method. Your bank or payment provider may take additional time to credit your account.

7. Failed Deliveries

If a parcel is returned to our warehouse due to an incorrect address provided by the customer, failure to collect, or refusal of delivery, a handling and return logistics fee will be deducted from any refund issued. This covers the cost of the international return shipment back to our warehouse in China.

The deduction is calculated based on the original order value as follows:

• Orders up to £50 — £10.00 deduction
• Orders between £51 and £100 — £20.00 deduction
• Orders over £100 — £25.00 deduction

Please ensure your delivery address is accurate at checkout and that someone is available to receive the parcel. This charge does not apply where the failed delivery is caused by an error on our part.

8. Company Information & Governing Law

Ellgravia London is a trading name of 365 Digital Enterprises Limited, a company incorporated in Hong Kong.

Business Registration Number: 79628378

Registered Address: Golden Bear Centre, 66 Chai Wan Kok Street, Tsuen Wan, Hong Kong

This policy is governed by the laws of the Hong Kong Special Administrative Region. However, if you are a consumer residing in the United Kingdom, nothing in this policy affects or limits your statutory rights under UK consumer law.

9. Contact Us

For all returns, cancellations, or quality issues, please contact us:

Email: info@ellgravia-london.com

We aim to respond to all enquiries within 24–48 business hours.