FAQ

At Elavoura, we’re here to make your shopping experience smooth, secure, and transparent. Below, you’ll find answers to our most frequently asked questions.
If you can’t find what you’re looking for, our customer care team is always happy to assist.

Shipping & Delivery

1. How long will my order take to arrive?
Orders are processed within 1–2 business days (Monday to Friday). Once dispatched, delivery within Australia typically takes 5–7 business days, depending on your location and courier availability.

2. Do you offer international shipping?
We currently ship orders within Australia, and are preparing to expand internationally soon. Once available, international shipping details will be clearly announced on our website.

3. How much does shipping cost?
We offer free standard shipping within Australia on all orders with no hidden charges.

4. Can I track my order?
Yes. As soon as your order is shipped, you’ll receive a confirmation email containing your tracking number and courier details to follow your package in real time.

5. What happens if my package is delayed?
We strive to deliver all orders on time. Occasionally, delays may occur due to courier or weather conditions. If your order is delayed beyond the estimated delivery window, please contact our support team for prompt assistance.

Returns & Exchanges

1. What is your return policy?
We accept returns within 14 days of delivery for items that are unused, unwashed, and in their original condition with tags attached.
Sale items and final clearance products cannot be returned or exchanged unless faulty.
(See our Return & Refund Policy for full details.)

2. How do I initiate a return or exchange?
To start a return, please contact our customer service at info@elavoura.com with your order number and reason for return. Our team will provide full return instructions.

3. Do I have to pay for return shipping?
Return shipping is the customer’s responsibility unless the item received is faulty or incorrect.

4. How long does it take to process a return?
Once we receive and inspect your returned item, refunds are processed within 7 business days to your original payment method.

5. Can I exchange an item for a different size?
Yes, exchanges are available depending on stock availability. Contact us promptly after delivery to request a size exchange.

Sizing & Fit

1. How do I know which size to order?
Each product page includes a detailed size guide to help you find the perfect fit.

2. Are your clothes true to size?
Most designs are true to size, but we recommend checking the size guide for each product’s specific measurements.

3. What if I’m between sizes?
If you’re between sizes, we suggest sizing up for a relaxed fit or down for a more fitted look  based on your personal preference.

4. Do your fabrics stretch?
Some materials offer natural stretch for added comfort. You can find this information listed in each product’s description.

5. Need personalized sizing help?
Our customer service team is always ready to provide personalized advice  simply contact info@elavoura.com for assistance.

Product Care

1. How should I care for my Elavoura clothing?
Most garments can be machine washed in cold water on a gentle cycle. Always check the care label for the best results. We recommend air drying to maintain fabric quality.

2. Can I tumble dry my clothes?
We recommend avoiding tumble drying, as it can affect the garment’s shape and color over time. Air drying is best for longevity.

3. Will my clothes shrink after washing?
When cared for according to the label instructions, shrinkage should be minimal. Using cold water and avoiding the dryer will help preserve the fit.

4. How do I remove wrinkles without damaging the fabric?
Use a steamer or iron on a low setting, following the item’s care label to prevent damage.

5. What should I do if my item is damaged or faulty?
If you receive a damaged or incorrect item, please contact our support team immediately. We’ll arrange a replacement or refund as quickly as possible.

Orders & Payments

1. What payment methods do you accept?
We accept Visa, MasterCard, American Express, and PayPal. All payments are processed securely via Shopify Payments to protect your financial information.

2. Can I change or cancel my order after placing it?
Once your order is confirmed, we begin processing immediately. If you need to modify or cancel your order, contact us as soon as possible  we’ll do our best to accommodate your request.

3. How do I use a discount code?
Enter your valid discount code in the promo field at checkout. The discount will apply automatically to your order total.

4. Will I be charged tax on my order?
All prices displayed on our website include GST (Goods and Services Tax). There are no additional taxes applied at checkout for Australian customers.

5. What should I do if I experience payment issues?
If your payment doesn’t go through, please check your billing details and try again. If issues persist, contact our customer service team for immediate assistance.

Contact Us

If you have any additional questions, please contact our friendly support team:

Business Name: Elavoura
Business Address: Wolphaertsbocht 431 J3081 Kl, Rotterdam, Netherlands
Phone: +31 6 58970599
Email: info@elavoura.com
Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM (CEST)

We’re always here to help ensure your Elavoura experience is smooth, transparent, and enjoyable.