Frequently asked questions

Find clear answers regarding our return windows, hygiene conditions, damaged deliveries, and refund procedures.

How many days do I have to return a gift box?

You have 14 days from receiving your order to notify us if you wish to return an eligible item. Items must be unused, unopened, and in their original packaging, with hygiene seals intact where applicable. Due to health and hygiene standards, sealed hygiene products cannot be returned once opened, as permitted by UK law.

How do I start a return and who pays for postage?

Please contact Elora Baby & Mum by email or through our website before sending any items back. We will guide you through the return instructions. For change-of-mind returns, the customer covers the return postage costs. If an item is faulty, damaged, or incorrect, we will cover reasonable return postage in accordance with UK consumer law.

What should I do if my luxury gift box arrives damaged?

If your parcel arrives damaged in transit, please contact Elora Baby & Mum as soon as possible. Please share your order number along with clear photographs of the damaged packaging and items. We will review your case promptly and organise an appropriate replacement or refund in line with your consumer rights.

Can a gift recipient request an exchange or refund directly?

The recipient of the gift box is welcome to contact us to arrange an exchange. However, any refunds must be issued directly to the original buyer via their initial payment method. The original purchaser must initiate and oversee any refund claims.

DELIVERY INFORMATION

At ELORA Baby & Mum, every gift box is carefully prepared and beautifully packaged before dispatch.

Delivery Across the UK

  • We deliver across the United Kingdom.

  • Our selected delivery courier is Evri.

  • Delivery costs are displayed at checkout.

  • Newborn Gift Box delivery: £6.99.

  • Mum Gift Box delivery: £6.99.

  • Luxury Gift Box delivery: £9.99.

  • Free delivery is available on orders over £500.

Order Processing

Orders are carefully prepared before being dispatched. Delivery estimates will be provided at checkout or in your order confirmation.

Once your order has been dispatched, tracking information will be provided where available.

If your parcel is delayed, lost or damaged, please contact our customer service team.

RETURNS & REFUNDS

We want every ELORA customer to be happy with their purchase.

14-Day Returns

For eligible online purchases, you have 14 days from receiving your order to notify us that you wish to cancel.

After notifying us, you normally have another 14 days to return the item.

Return Conditions

  • Items should be unused and in their original condition.

  • Products should be returned with their original packaging where possible.

  • Sealed hygiene products cannot be returned once unsealed where the legal exception applies.

  • Faulty, damaged or incorrect items will be handled in accordance with UK consumer law.

How to Request a Return

Please contact ELORA Baby & Mum through our website before sending an item back. We will provide the necessary return instructions.

For change-of-mind returns, customers are responsible for return postage costs where this has been properly disclosed.

For faulty, damaged or incorrect products, we will cover reasonable return costs where required by law.

Refunds

Eligible refunds will be issued to the original payment method in accordance with applicable consumer law.

PRIVACY POLICY

Your privacy matters to us. ELORA Baby & Mum is committed to protecting your personal information.

Information We Collect

When you shop with us or contact us, we may collect:

  • Your full name.

  • Email address.

  • Telephone number.

  • Billing and delivery address.

  • Order and payment-related information.

How We Use Your Information

We use your information to:

  • Process and deliver your orders.

  • Send order confirmations and delivery updates.

  • Respond to customer enquiries.

  • Improve our website and services.

  • Send marketing emails where you have given consent.

Sharing Your Information

We may share necessary information with trusted service providers, including payment processors, website providers and delivery companies, to fulfil your orders.

We do not sell your personal information.

Your Rights

You may have the right to access, correct or request deletion of your personal information, subject to applicable legal requirements.

You can withdraw your marketing consent at any time.

For privacy enquiries, please contact us through our website.

TERMS & CONDITIONS

By using the ELORA Baby & Mum website and placing an order, you agree to the following terms.

Products & Pricing

  • All prices are displayed in British Pounds (£).

  • Product descriptions and images are provided to help customers understand what they are purchasing.

  • Product availability may change.

  • Any applicable delivery charges are displayed at checkout.

Orders & Payments

  • Orders are subject to availability and acceptance.

  • Payment must be completed through the available checkout payment methods.

  • An order confirmation will be sent once your order has been successfully placed.

Delivery

We aim to deliver orders within the estimated timeframe provided at checkout. Delivery times may occasionally be affected by circumstances outside our control.

Cancellations & Returns

Customers are entitled to applicable cancellation, return and refund rights under UK consumer law. Please refer to our Returns & Refunds section above.

Product Presentation

We take care to ensure every ELORA gift box is beautifully presented. Minor differences in packaging or presentation may occasionally occur.

Changes to These Terms

We may update these terms when necessary. Any changes will be published on our website.

THANK YOU FOR CHOOSING ELORA

Every gift is thoughtfully selected, carefully prepared and delivered with love.

ELORA Baby & Mum
Swansea, United Kingdom

Where Love Begins ♡

Need further assistance?

Our team based in Swansea is always here to ensure your gifting experience is seamless. Get in touch with any questions or explore our curated collections.