Returns & refunds



How to return As part of our commitment to reducing our environmental impact, our return instructions are paper free. This benefits our customers, our people and our planet.

We recommend you return your items using the packaging your order arrived in. If you're unable to do this, please find a suitable alternative. Make sure any designer boxes or cases that came with your order are also protected within your returns packaging. If you return your item without protecting the designer boxes or cases that came with your order, you may not receive your refund.

Booking your return is free and easy. Here's what you need to do:

Go to Orders & Returns if you have an account.

1. Find the order you want to return and click return item(s).

2. Select each item and your reason for returning.

3. Place each item you're returning with any designer boxes or cases that came with your order inside the ELGOOSS packaging.

4. Prepare your package by attaching your Return Label and Return Note to the outside of your ELGOOSS packaging.

5. Make sure the Return Label is visible as this will need to be scanned by the courier.

6. Give the Waybill Doc to the courier. To track the return of your order, make a note of the Waybill Number.

We recommend you ask the courier to scan your package when they collect your return. This will make sure your return is tracked.

Guest return instructions

If you placed your order as a guest and want to return it, enter your order details here.

You'll need to provide your order number and email address. You can find the order number in your confirmation email. Find the order you want to return and click return item(s). Then follow the steps above — selecting each item and your reason for returning.

Make sure returns from different partner boutiques are packaged separately and that the correct Return Label is attached to the outside of each ELGOOSS box.

All the documents you need to return should be included in your ELGOOSS box. If you need to reprint them, head to Orders & Returns in My Account or, if you placed an order as a guest click here.

Returns Pick Up

We are pleased to offer a free returns collection service to all customers for any purchases that meet our Returns Policy.

Your returned item must arrive at the ELGOOSS partner boutique or brand it was ordered from no later than 14 days after your delivery date. We recommend that you book your return pick-up within 7 days of your delivery date to ensure that it arrives at the relevant ELGOOSS partner’s location within 14 days.

To book a returns pick-up:

1. Go to 'My Orders & Returns' if you have an account, or if you placed an order as a guest, click here.

2. Choose a return ‘By courier’ and select the item(s) for return.

3. Confirm your pickup address and a convenient collection time.

We will send you a collection confirmation email with all the details you need to complete the return. If you are returning items to multiple ELGOOSS partners, you will need to request a separate collection for each one in your ELGOOSS account or here if you placed your order as a guest.

Just to let you know, we can only offer a free returns pick up from the same country your order was delivered to.

Return at a drop-off point Our service gives you the flexibility to return your online order at some ELGOOSS partner stores or a courier drop-off point near you. Simply select the ‘Drop-off’ option in your ELGOOSS account, or if you placed your order as a guest click here, and prepare your package with the documents included with your order. Take to return to your chosen location, and we'll do the rest.

Returns to the US

Depending on the origin of your package, returns in the US can be conveniently dropped off at UPS, FedEx or DHL. All you need to do is go to Orders & Returns if you have an account or, if you placed your order as a guest click here, check the courier on the return label inside your ELGOOSS box and find the closest drop-off point for that courier. You can also choose to return your package to a participating ELGOOSS partner by selecting the return 'in-store' option instead. For returns above 250 USD, please contact our Customer Service team for assistance.

Need to reschedule your collection? Head to 'Orders & Returns' in My Account, or if you placed an order as a guest click here.


Returns Policy

Returned items must comply with our returns policy:

Items must be returned unworn, undamaged, and unused, with all tags attached, and the original packaging included.

Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping.

When trying on footwear, please take care not to mark the soles or damage the shoes box.

If an item has a ELGOOSS security tag or brand tag attached, it must be returned with the tag in its original position.

Beauty and cosmetic products must be returned unopened and unused, with the seals of any packaging still intact.

Hosiery, lingerie and swimwear items must be returned with the hygiene seals attached and in unopened and undamaged product packaging, where applicable.

Lingerie and swimwear must only be tried on over your own undergarments. We will not accept any returns that have been worn or are soiled.

Due to the nature of face masks, we will not be able to accept returns unless the item is damaged or faulty when delivered to you.

Jewellery must be returned in the same condition it arrived in, including all branded packaging and documents provided with it.

Please take care when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted.

If you processed your order through guest checkout, please contact our friendly Customer Service to start your return. To return or cancel an item that has been made to your specifications, please view our ‘Customized Items’ section below for further information.

Cancelling an order

Depending on where you live, you can also choose to cancel your order under the CCR's (Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013). If you choose this option, we will refund you the full price for any returned item that meets our Returns Policy and the original delivery fee; however, you will be responsible for the cost and arrangement of returning the item(s) to the ELGOOSS partner(s) you ordered from.

Please view our Terms & Conditions for further information on cancelling an order under the CCR's or contact our Customer Service Advisors for assistance.



Once the return has been received and accepted by our partner, your refund will be completed via the original payment method, excluding the delivery costs. If you paid sales tax in the original purchase price, this will also be included in your refund. We’ll keep you updated every step of the way. You can follow the return of your package with our courier using the tracking number on your Returns Label, or you can check the status in My Account under Orders & Returns.

If you are eligible, we may be able to issue your refund as an ELGOOSS credit if you prefer; the amount will effortlessly apply at checkout the next time you shop with us.

Faulty items

It is our aim that every item arrives in great condition, and we hope you’re always thrilled with your purchase. If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on site, please advise Customer Service as soon as possible. Where possible, we will arrange for a new replacement to be sent to you or a return for a full refund of the defective item.


Customized Items
Due to the nature of customized orders, and the fact that they have been specially created for you, we will not be able to accept returns unless the customized pieces were damaged or faulty when delivered to you.

Pre-Owned Items

Pre-owned goods sold at ELGOOSS have undergone rigorous inspection prior to sale to guarantee their quality, precision and authenticity. As such, these valuable and timeless pieces should be treated with great care as with new items, and returned in the same condition in which they were received.

If any of your purchases arrive in a flawed or faulty condition, or without ELGOOSS and designer tags attached, please contact Customer Service for assistance with your return.

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