FAQ
Frequently Asked Questions
How can I contact Elva Stil?
If you have any questions, we’re here to help. Our team is available five days a week to assist with your inquiries.
Contact:
Email: support@elvastil.com
How long does it take to receive a response?
We aim to respond to all inquiries within 24 hours on working days.
Order and Payment
Which payment methods can I use?
We accept MasterCard, Visa, AMEX, Apple Pay, and Google Pay.
Will I receive an order confirmation?
Yes! Immediately after placing your order, you will receive a confirmation email with your order number and a summary of your purchase and delivery details.
I entered incorrect address details, can I change them?
If you’ve entered incorrect information, please contact us at support@elvastil.com as soon as possible, and we will assist in updating your details before the order is shipped.
Shipping
Which countries do you ship to?
We offer free shipping within the UK. For international customers, shipping is available with applicable costs.
How can I track my order?
You can track your order by visiting the Track Order page on our website. Once your package has been shipped, the tracking number will be available for you to monitor the status of your delivery.
What if I haven’t received my order?
If you haven’t received your order within the estimated delivery time, please contact us at support@elvastil.com with your order number, and we’ll help resolve the issue as quickly as possible.
Returns and Exchanges
I changed my mind, what now?
If you’ve changed your mind, you can return your order within 30 days of receiving it. The item must be unworn, unwashed, and in its original packaging. Please note that return shipping costs are your responsibility.
I want to exchange my item, how do I do that?
You can exchange your item within 30 days of receiving your order. The cost for returning the item is the customer’s responsibility. Once we receive the returned item, we’ll ship the new product to you.
What should I do if the product arrives damaged?
If your product arrives damaged, please send a photo and your order number to support@elvastil.com within 30 days. We’ll ensure that you receive a replacement item at no additional cost.
I received the wrong item, what should I do?
If you’ve received the wrong item, contact us at support@elvastil.com with your order number and a photo of the item. We’ll arrange for the correct product to be sent to you.
Order Issues
Can I change or cancel my order after it’s been placed?
Yes, you can change or cancel your order as long as it hasn’t been shipped yet. Please contact us immediately at support@elvastil.com if you need to make changes.
What if I want to cancel my order?
If you wish to cancel your order, please notify us within 48 hours of placing it. We’ll process your refund within 14 days of cancellation.
Shopping Experience
How about the quality of your products?
We take pride in offering high-quality garments. We pay close attention to our customers’ shopping experience and continuously improve our products based on feedback.
Are the photos of your products accurate?
Most of our product photos are shot in-house, ensuring they are as close to the actual product as possible.
Refunds and Returns
How do I receive a refund?
Once we receive your returned items, we will process your refund within 14 days. The refund will be issued to the original payment method used.
What if my item is defective?
In the event that you receive a defective item, please contact us with photos, and we will either offer a refund or send you a replacement.
Shipping Times and Costs
How long does delivery take?
- For UK orders, delivery typically takes 6-10 days after processing.
- For international orders, delivery times may vary based on location.
Do you offer free shipping?
Yes, we offer free shipping for all UK orders. For international orders, shipping costs are calculated based on location and weight of the package.
How do I track my order?
You can track your order’s progress by visiting the Track Order page on our website once the tracking number becomes available.
We hope this FAQ answers your questions. If you need further assistance, please reach out to us at support@elvastil.com.