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Returns and Exchanges

Returns policy

Returned items must conform to our returns policy:
  • Your returned item must arrive at the boutique no later than 14 days after you receive the order. After this time we cannot guarantee that the boutique will accept the order for refund
  • We strongly recommend that you book your return within 7 days of receiving your order to ensure that it arrives at the boutique within 14 days. Please contact customer care (customercare@haute-elan.com) if you have any queries relating to this
  • Once your return has been received by the boutique and it complies with our returns policy, we will refund you by your original payment method
  • We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging;
  • Items must be returned unworn, unwashed, undamaged and unused with their original tags. Footwear and accessories must be returned in the original boxes provided and inside a protective shipping box;
  • If the item comes with a security tag this must be left on. If the security tag is removed then the returned item will not comply with the returns policy and will not be refunded;
  • Hosiery must be returned in its unopened packages and lingerie must only be tried on over your own lingerie garments;
  • We recommend that you return items in their original packaging to ensure the necessary protection when in transit;
  • Returned items will be refunded excluding the cost of shipping
  • We do not accept returns for earrings of any type (costume or fine jewellery), nor for any cosmetics products
  • We do not accept returns of digital products ( products purchased and downloaded or downloadable format sent over email to the customer ) This includes Event tickets, boutique hire charges and co working hot desk bookings.

Returns and refunds for customised items

Due to the nature of personalised and monogrammed items, returns, changes or cancellations are at the discretion of Haute Elan and the relevant Partner Boutique. In exercising this discretion, Haute Elan and the relevant Partner Boutique will have regard to the level of customisation and personalisation and also reserves the right to offer a store credit for the relevant partner Boutique rather than a monetary refund. Store credit is valid for 6 months from the date of issue. This does not affect your statutory rights. Please note, that personalised and/or customised items may have a long lead in time before shipping, but payment will be taken at the time of or shortly after you submit your order and in advance of shipping.

Exchanges & Refunds

If you would like to exchange an item, you will need to return the original item and then place a new order. You will receive a full refund for the original item, according to our .

Refunds

Once the boutique has received your item we will refund you by your original payment method. Payments can take up to 14 working days to process. Returned items will be refunded excluding the original cost of shipping.

Returns Address

We are a marketplace and some of the products are directly shipped to you by the brand.
If your parcel is received from the brand please do make sure the return is sent back to the brand. and make sure our customer support team is updated in regards to you return.
If you receive it from Haute Elan, please book your returns to the below address

Haute Elan Limited
2  Gatton Road
London SW17 0EZ
Phone: +44 207 352 2312