Frequently Asked Questions (FAQ)
Do you have a question about your order? Our FAQ contains answers to the most frequently asked questions. We encourage you to read the section below, and if you still need help, contact our customer support team at info@eloura-moda.com.
How quickly do you respond to inquiries?
We respond to all emails within 24 hours (Monday–Friday).
Can I change my delivery address after placing an order?
After placing your order, our fulfillment team begins processing it within 1–2 business days (Monday–Friday). If you wish to change your delivery address, please contact us immediately after placing your order at info@eloura-moda.com, providing your name and order number. We will do our best to update your address before the order ships.
Please note that once the order has been shipped, the address may no longer be changeable.
How much does shipping cost?
We offer free shipping for all orders within Poland and the United Kingdom.
How long does order processing take?
Processing begins the same day the order is placed. We typically process orders within 1–2 business days (Monday–Friday). Orders placed after 00:00 GMT are processed on the next business day.
How long does shipping take?
The estimated delivery time is 4–6 business days (Monday–Friday), depending on your location.
What is the total delivery time?
Total Delivery Time = Processing Time + Shipping Time
Expected delivery within 5–8 business days from the date of order.
Which courier do you use?
Poland: InPost
United Kingdom: Royal Mail
How can I track my order?
Once your order has been shipped, you will receive an email with a tracking number. You can track your shipment anytime on our Track My Order page.
How can I pay for my order?
We currently accept secure payments through trusted providers such as:
- PayPal
All transactions are encrypted and fully protected.
I didn’t receive all the items from my order – what happened?
In rare cases, orders may be shipped in multiple packages depending on product availability or size. You will receive tracking details for each shipment.
I received a damaged or incorrect item – what should I do?
If your item arrived damaged, defective, or incorrect, please follow these steps:
- Take a clear photo of the item showing the issue.
- Include your order number.
- Send the details to info@eloura-moda.com.
Once approved, we’ll send a replacement item or provide a prepaid return label at no cost to you.
Can I return an item?
Yes, we accept returns within 30 days of receiving your order.
Who covers the return shipping costs?
- The customer is responsible for the return shipping cost.
- Exception: If you received a damaged or incorrect item, we’ll provide a free prepaid return label and cover the shipping costs.
What condition must returned items be in?
To qualify for a return, the item must be in good condition – new or lightly used – and in its original packaging. Items with excessive wear, damage, or missing parts (not due to our fault) will not be accepted.
Returns submitted after 30 days from delivery will not be accepted.
Do you charge a restocking fee?
No, we do not charge any restocking fees.
When will I receive my refund?
Once your return has been received and inspected, you’ll be notified of its approval. Approved refunds are processed within 5 business days to the original payment method. Please note that your bank or payment provider may require additional time to complete the transaction.
Contact Information
Email: info@eloura-moda.com
Opening Hours:
Monday – Friday: 8:00 – 18:00 GMT
Saturday – Sunday: 10:00 – 16:00 GMT
Holidays: Closed