Frequently Asked
Questions

Once your order ships, you'll receive a confirmation email with a tracking number and a direct link to follow your parcel. You can also track your order anytime by visiting My Account → My Orders and clicking "Track Order". Tracking updates are refreshed every few hours.

You have a 1-hour window after placing your order to cancel or modify it. After that, the order enters fulfilment and can no longer be changed. If you miss this window, you can return the item for free once it arrives. Contact our team immediately if you need urgent help.

We're sorry about that! Please contact us within 7 days of delivery with your order number and a photo of the item received. We'll arrange a free return and send the correct item at no extra charge — usually dispatched within 1–2 business days.

First, check with neighbours or a safe spot around your property — carriers sometimes leave parcels in secure locations. If it's still missing after 24 hours, contact us and we'll investigate with the carrier. If the parcel is confirmed lost, we'll send a replacement or issue a full refund.

Yes! You can add a personalised gift message at checkout — just tick the "This is a gift" box and type your message. Gift wrapping is available as an add-on for $4.99. Your items will arrive in branded tissue paper inside our signature black box.

UK Standard: 3–5 business days
UK Express: 1–2 business days
Europe: 5–8 business days
International: 7–14 business days

Orders are dispatched within 1–2 business days of being placed. You'll receive a shipping confirmation email the moment your parcel leaves our warehouse.

Free standard shipping on all orders over $80.

UK Standard (under $80): $4.99
UK Express: $9.99
Europe: $14.99
International: $19.99

Elva Members enjoy free standard shipping on every order, regardless of the order value.

Yes — we ship to over 40 countries worldwide. International shipping costs and estimated delivery times are shown at checkout based on your location. Please note that import duties or taxes may apply depending on your country and are the responsibility of the customer.

Address changes are only possible within the 1-hour cancellation window after placing your order. After that, the order is locked in for fulfilment. If you need to redirect a parcel already in transit, please contact the carrier directly using your tracking number — they may be able to redirect it for a small fee.

The carrier will typically leave a delivery attempt notice and either leave the parcel in a safe place, with a neighbour, or return it to a local collection point. You'll receive a notification with instructions. If the parcel is returned to us uncollected, we'll reach out to rearrange delivery.

We offer free returns within 30 days of delivery — no questions asked. Items must be unworn, unwashed, and in their original packaging with all tags attached. Sale items are eligible for exchange or store credit only. To start a return, visit My Account → My Orders → Return.

The quickest way to exchange is to return your item for a refund and place a new order for the size or colour you want — this ensures you get the item before it sells out. Alternatively, contact our team and we can arrange a direct exchange if the item is in stock.

Once your return is received and inspected, your refund will be processed within 2–3 business days. The funds typically appear on your original payment method within 5–10 business days depending on your bank. You'll receive an email confirmation the moment the refund is issued.

Sale items (marked with a red "Sale" badge) are eligible for exchange or store credit only — not cash refunds. Items purchased with a promo code are treated as regular purchases and are fully returnable. If you're unsure, get in touch before returning.

Each product page has a detailed Size Guide button with measurements in both cm and inches. We recommend measuring your chest, waist, and hips and comparing against our size chart. Our clothes are designed with an athletic fit — if you're between sizes, we generally recommend sizing up for a more relaxed feel.

Most of our pieces run true to size with a tailored athletic fit. Some styles (like our Oversized Tees) are intentionally cut larger — we note this clearly on each product page. Check the "Fit" section in the product description and the review section where customers often share their sizing experience.

Our technical fabrics are pre-treated to minimise shrinkage. To maintain the best fit, we recommend washing at 30°C or below and air drying rather than tumble drying. Detailed care instructions are printed on every garment label and listed in the "Fabric & Care" tab on each product page.

We currently offer sizes XS through XXL across most styles. We're actively working on expanding our size range and will be launching extended sizing in 2026. Sign up for our newsletter or enable notifications to be the first to know when new sizes drop.

Click Sign In in the top navigation and select "Create one free". Fill in your name, email and password — that's it. You'll immediately get access to your dashboard, order history, wishlist, and Elva Membership perks.

On the Sign In page, click "Forgot your password?" and enter your email address. We'll send you a secure reset link that expires in 15 minutes. If you don't receive the email within a few minutes, check your spam folder or contact us.

Yes — go to My Account → Settings → Personal Information and click "Edit". You can update your email, name, and phone number there. For security, you'll be asked to confirm your current password when changing your email address.

We're sorry to see you go! To permanently delete your account and all associated data, please contact our support team directly. We'll process the request within 5 business days in line with GDPR requirements. Note that this action is irreversible and any unused store credits will be forfeited.

Elva Membership is our free loyalty programme — available to anyone who creates an account. Members earn 10% back as store credits on every order, get free standard shipping, early access to new drops, and exclusive member-only discounts. It's completely free to join.

After each order is delivered, 10% of the order total is automatically added to your account as store credits. For example, a $100 order earns you $10 in credits. You can use these at checkout to reduce your next order total — or stack them up for a larger purchase. Credits expire after 12 months of inactivity.

Yes — store credits can be applied to any order, including sale items. Simply toggle the "Use Credits" option at checkout and the available balance will be deducted from your total. Credits can cover up to 100% of an order — meaning you can get items completely free if you have enough.

Store credits expire after 12 months of account inactivity. As long as you place at least one order or log in within a 12-month period, your credits are safe. We'll always send you a reminder email 30 days before any credits are due to expire.

We accept all major credit and debit cards (Visa, Mastercard, Amex), PayPal, Apple Pay, and Google Pay. All transactions are processed through 256-bit SSL encryption — your payment details are never stored on our servers.

Absolutely. All payments are encrypted with 256-bit SSL technology and processed through PCI-DSS compliant payment gateways. We never store your full card details. You'll see the padlock icon in your browser confirming a secure connection throughout checkout.

First, check your spam or junk folder — confirmation emails sometimes end up there. If you have an Elva account, log in and check My Orders. If you still can't find it, contact us with the email address used at checkout and we'll locate your order immediately.