Everything you need to know about ordering, delivery and returns.
Orders
How do I place an order?
Choose your bag, select Add to basket, then go to checkout. You can check out as a guest or create an account to track your orders more easily.
Can I change or cancel my order?
Yes, if your order hasn’t been processed yet. Contact us as soon as possible at support@eluxaro.com. Once an order has been dispatched it can’t be cancelled, but you can return it under our 14-day returns policy. See our Order Cancellation Policy.
What is your order cut-off time?
Our daily cut-off is 9:00pm UK time. Orders placed before then can begin processing the same business day.
Delivery
How much is delivery?
Standard delivery is free on all UK orders.
How long will my order take?
Orders are processed within 1–2 business days and usually arrive 5–7 business days after dispatch — around 6–9 business days in total.
Do you deliver outside the UK?
We currently deliver to UK addresses only.
How can I track my order?
We’ll email your tracking number once your order ships. Tracking may take 24–48 hours to show updates. You can also use our Track Your Order page.
Returns & refunds
What is your returns policy?
You can return unused items within 14 days of delivery. Contact us first and we’ll send you return instructions. Full details are in our Returns & Refunds Policy.
Who pays for return postage?
If you’ve changed your mind, return postage is paid by you. If your item is faulty, damaged or incorrect, we’ll cover it.
How long do refunds take?
Once your return arrives and is checked, we normally process your refund within 7 business days, to your original payment method. Your bank may take a few extra days to show it.
My item arrived damaged or faulty — what should I do?
Contact us within 48 hours of delivery if possible, with your order number and clear photos. We’ll put it right with a replacement or refund.
Products
What are your bags made from?
Our current collection is made from premium vegan leather, with metal hardware and fabric linings. Each product page lists the material, dimensions and care instructions.
Will the colour look exactly like the photos?
We photograph our bags to be as true to life as possible, but colours can look slightly different depending on your screen.
How do I care for my bag?
Wipe clean with a soft, damp cloth and dry naturally. Avoid harsh chemicals, and store your bag stuffed with paper, away from direct sunlight.
Payment
Which payment methods do you accept?
Visa, Mastercard, American Express, Apple Pay, Google Pay and PayPal. See our Payment Policy.
Is checkout secure?
Yes. Our checkout is encrypted, and card payments are handled by our PCI-DSS-compliant payment providers. We never see or store your full card details.