Returns & exchanges.
If a piece is not right for you, we will help you with the next step.
Our voluntary 30-day return service
Start with your order number.
To request a return, email service@elmune.com within 30 days of delivery and tell us which pieces you wish to return. We will send you the return instructions and the correct address. You are welcome to tell us why, but a reason is not required to exercise a statutory right of withdrawal.
Keep the piece as you received it.
For our voluntary 30-day return service, items should be unworn, unwashed and unaltered, with their original tags attached. Please return them in their original packaging where possible. Trying a piece on to assess its fit is fine; signs of use beyond that may affect eligibility. These conditions do not limit your rights if an item is faulty, incorrect or otherwise protected by consumer law.
Sending your return.
Please use the address provided in your return instructions, rather than the address printed on the original parcel or our company contact address. Keep your proof of postage. For a change of mind, you pay the direct return postage. We cover the necessary return costs for faulty or incorrect goods. No restocking fee applies.
If something is not right.
If your order arrives damaged, contains the wrong item or appears faulty, contact us with your order number and, where practical, a photograph. We will explain the next step and cover the necessary return costs for an incorrect or defective item. This is separate from a change-of-mind return.
Refunds under our 30-day return service.
We aim to inspect returns within 5 business days of receipt. Approved refunds are issued to the original payment method, normally within 7–14 business days of the returned items reaching us. Your payment provider may need additional time to show the credit. Any shorter statutory deadline takes priority.
Delivery charges and exchanges.
Original delivery charges are not normally refunded under our voluntary 30-day return service. Where the law requires it, including an eligible EU withdrawal, we refund the cost of standard outbound delivery as well. Any extra amount paid for express delivery is excluded where permitted. For a different size or colour, please contact us so we can explain the available options.
Changing or cancelling an order.
Contact us as soon as possible if you wish to change or cancel your order. Orders cancelled within 48 hours of payment, before dispatch, are refunded without a cancellation charge. After 48 hours we will still check whether dispatch can be stopped, without imposing a cancellation penalty. Once an order has left us, please follow the return process. Your statutory cancellation and withdrawal rights are unaffected.
Your statutory rights
For customers in the European Union and United Kingdom.
For eligible online purchases, you may notify us that you are withdrawing within 14 calendar days of delivery, without giving a reason. You then have 14 calendar days from that notice to send the goods back. You can try a piece on as you would in a shop; a deduction may apply for loss in value caused by handling beyond what is necessary to establish its nature, characteristics and fit.
We refund eligible payments, including standard outbound delivery, within 14 calendar days of receiving your withdrawal notice. We may withhold the refund until we receive the goods or evidence that you have sent them back, whichever occurs first. An express-delivery upgrade is not refunded where the law permits. Refunds use the original payment method unless we agree otherwise, at no charge to you.
You pay the direct return postage for a change of mind. The cost of returning faulty or incorrect goods is ours. These statutory rules take priority over our voluntary 30-day service; your other consumer rights remain unaffected.
Updated 19 September 2026