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NEW ARRIVALS FOR FALL — SHOP NOW
FREE SHIPPING ON ORDERS $80+
MEMBERS GET FREE EXPRESS SHIPPING & EARLY ACCESS
FREE RETURNS ON ALL ORDERS
Help Centre

Frequently Asked
Questions

Everything you need to know about orders, shipping, returns, sizing and your Elva account — answered.

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Orders

How do I track my order?
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.
Can I modify or cancel my order after placing it?
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.
I received the wrong item — what do I do?
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.
My order says delivered but I haven't received it.
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.
Do you offer gift wrapping or personalised notes?
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.

Shipping

How long does shipping take?
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.
How much does shipping cost?
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 express shipping on every order, regardless of the order value.
Do you ship internationally?
Yes. We currently ship to the destinations available at checkout.

Shipping availability, costs, and estimated delivery times may vary by destination. Customers will see the applicable shipping options and costs during checkout.
Can I change my delivery address after ordering?
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.
What happens if I'm not home when my order arrives?
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.

Returns & Exchanges

What is your return policy?
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.
How do I exchange an item for a different size or colour?
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.
When will I receive my refund?
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.
Can I return a sale or discounted item?
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.

Sizing & Fit

How do I find my size?
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.
Do Elva clothes run true to size?
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.
Will my items shrink after washing?
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.
Do you offer extended sizes?
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.

Account

How do I create an account?
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.
I forgot my password — how do I reset it?
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.
Can I change my email address?
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.
How do I delete my account?
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.

Membership

What is Elva Membership?
Elva Membership is our paid annual programme, $24 per year. Members get a welcome reward when they join, free express shipping on every order, member-exclusive discounts, early access to new drops 24 hours before everyone else, and an extended 60-day return window.
What's the Welcome Reward?
The moment you join, a one-time reward code appears in your account for you to use at checkout — good for one order. You'll find it under My Account → Membership.
How does the extended return window work?
Non-members have 30 days from delivery to return an item. As a member, that window extends to 60 days on every order, automatically — no code or opt-in required.
Can I cancel or change my membership?
Yes — you can cancel or modify your membership at any time from My Account → Membership. If you cancel, you'll keep member perks until the end of your current paid year.

Payment

What payment methods do you accept?
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.
Is my payment information secure?
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.
I was charged but never received an order confirmation.
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.

Still need help?

Our support team is available Monday–Friday, 9am–6pm GMT. We reply to all messages within 24 hours.

Email Us
hello@elvalabel.com
Reply within 24 hours
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Call Us
+212 635 644 611
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