Frequently asked questions

Frequently Asked Questions

  1. What are the delivery times? Once your payment has been processed, we immediately begin preparing your order. Processing typically takes 1 to 3 business days. After dispatch, delivery takes an average of 8 to 12 business days. You will receive a confirmation email with a tracking number as soon as your order has been shipped.
  2. What are the shipping costs? At Maison Elara London we offer free shipping on all orders, with no minimum order value. You therefore do not need to worry about any additional costs.
  3. How can I track my order? Once your order has been dispatched, you will receive a confirmation email with your tracking number. You can then track your parcel at any time via the carrier's website.
  4. Can I return an item? Yes, you have 30 days from the date of receipt to return your items. Products must be unworn, unwashed and in their original condition. To initiate a return, please contact us by email and we will provide you with the necessary instructions.
  5. How long does it take to process a return? Once we have received your return parcel, it will be processed within 5 to 7 business days. After verification, you will receive a confirmation email and the refund will be issued via the same payment method used for your order.
  6. Do the items match the stated size? Yes, our clothing is available in sizes according to the size guide shown on each product page. We recommend consulting it before every purchase so you can choose the size that suits you best.
  7. What payment methods do you accept? We accept a variety of secure payment methods:
  • Debit/credit cards (Visa, Mastercard, Maestro, Amex)
  • PayPal
  • Klarna (deferred payment)
  • Other options depending on your country (EPS, Sofort, etc.)

All transactions are protected by SSL encryption.

  1. Do you offer gift cards? Yes, we offer digital gift cards that you can give to your loved ones. They are available in various amounts and can be used directly on our website.
  2. How can I contact customer service? Our customer service team is available 24/7 by email. You can reach us at: ........ We will respond as soon as possible.
  3. Are your items in stock? Yes, all items shown on our website are in stock. If a size or style is out of stock, this will be clearly indicated on the product page.

General Terms and Conditions of Sale In the event of loss, non-return, or inability to recover the product, administrative costs of up to 10% of the product value may be deducted from the amount to be refunded.