Frequently Asked Questions
Straight answers on delivery, returns, payments, materials, sizes and caring for your bags, scarves and hair accessories.
Where do you deliver?
We deliver to addresses in the United Kingdom only - England, Scotland, Wales and Northern Ireland. We do not currently ship to the Channel Islands, the Isle of Man, BFPO addresses or outside the UK.
How much does delivery cost?
UK delivery is free on every order, with no minimum spend and no extra charges at checkout.
How long does delivery take?
Orders placed before 3:00 PM (UK time), Monday to Friday, begin processing the same day. Processing takes 1 - 2 days (Monday to Friday) and Royal Mail delivery a further 2 - 4 days (Monday to Friday), so most orders arrive within 3 - 6 days (Monday to Friday).
What is your order cut-off time?
Our order cut-off time is 3:00 PM (UK time). Orders placed before then on a weekday begin processing the same day; later orders, weekend orders and bank-holiday orders begin processing on the next day (Monday to Friday).
Which carrier do you use?
Every order is sent with Royal Mail.
How do I track my order?
Visit our order tracking page and enter your order number or tracking number. You will also find a tracking link in your dispatch confirmation e-mail.
Can I change or cancel my order?
Yes - contact us at contact@elarova.shop or on +44 7806 810771 as soon as possible, before the order is dispatched. After delivery you can still cancel within 14 days or use our 30-day returns policy.
What is your returns policy?
You can return any unused item within 30 days of delivery under our voluntary returns policy (hair accessories unworn and in their original packaging). In addition you have a 14-day statutory right to cancel under the Consumer Contracts Regulations 2013. See our Refund and Returns Policy.
Who pays for return postage?
For change-of-mind returns you pay the return postage. If an item is faulty, damaged or incorrect, we cover the return postage in full.
How long do refunds take?
We refund within 5 days (Monday to Friday) of receiving and inspecting your return, to your original payment method. Your bank may take a further 3 - 5 days (Monday to Friday) to show the credit.
Can I exchange an item?
Yes. Exchanges are accepted within 30 days of delivery, subject to availability, with free delivery on the replacement. E-mail contact@elarova.shop with your order number to arrange it.
What if my item arrives damaged or faulty?
E-mail contact@elarova.shop with your order number and photos. We will send a replacement or a full refund at no cost to you. Your rights under the Consumer Rights Act 2015 always apply.
Which payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay and Google Pay. We do not charge any card fees.
Are prices shown in pounds and do they include VAT?
Yes. All prices are in pounds sterling (GBP) and include VAT, and UK delivery is free, so the price you see is the price you pay.
Is checkout secure?
Yes. Our checkout runs on Shopify's PCI DSS compliant platform with HTTPS encryption, and we never see or store your full card details.
What are your bags made from?
Our bags are faux leather (polyurethane), faux suede (polyester microfibre), polyester satin or woven paper straw, with polyester linings and gold-tone metal hardware. They are not genuine leather or suede. The exact materials, sizes and strap drops are listed on each product page.
Are your satin scarves and scrunchies silk?
No. Our Abstract Print Square Satin Scarf and our Oversized Satin Scrunchie Set are 100% polyester satin, which has a smooth feel and a soft sheen. They are not silk.
What is the herringbone scarf made from?
The Herringbone Oversized Fringe Scarf is 100% acrylic with a soft brushed finish. It measures approx. 200 x 70 cm, plus a short twisted fringe at each end.
Which bags come with a shoulder or crossbody strap?
The Pleated Satin Evening Clutch comes with a detachable chain strap, the Structured Top-Handle Bag with a detachable adjustable crossbody strap, and the Quilted Chain Crossbody Bag has a fixed chain strap. The Crescent Hobo Shoulder Bag has one wide shoulder strap, and the Woven Straw Envelope Clutch has a wrist strap.
Will a phone fit in your clutches?
Yes. The Pleated Satin Evening Clutch (approx. 24 x 13 cm) and the Woven Straw Envelope Clutch (approx. 30 x 20 cm) both fit a standard smartphone together with cards, keys and a lipstick. Exact sizes are on each product page.
How do I care for faux leather and faux suede?
Wipe faux leather with a soft, slightly damp cloth and let it dry naturally. Brush faux suede gently with a soft dry brush and blot spills straight away. Do not machine wash or tumble dry, keep bags away from direct heat, and store them lightly stuffed in their dust bag.
Can I get the straw clutch wet?
Paper straw does not like water, so please keep the Woven Straw Envelope Clutch dry. If it gets damp, pat it dry and let it air-dry naturally away from direct heat.
How do I wash the scarves?
Hand wash cold with a mild detergent and dry flat. The herringbone scarf can also go on a gentle 30 degree cycle. Do not tumble dry, bleach or wring either scarf.
Will the claw clip hold thick hair?
The Large Tortoiseshell Claw Clip is approx. 11 cm wide with a strong metal spring, so it suits medium to thick hair in a twist or half-up style. For very fine or short hair a smaller clip may hold better.
Can I return hair accessories?
Yes. For hygiene reasons we ask that claw clips, scrunchies and headbands are returned unworn and in their original packaging under our 30-day returns policy. Your 14-day statutory right to cancel and your rights for faulty items are not affected.
Are your products suitable for children?
Our products are designed for adults. Hair accessories contain small parts and are not suitable for children under 3.
Why does my item look slightly different from the photo?
Screens show colours slightly differently, and woven straw and tortoiseshell-effect acetate vary a little from piece to piece. Your item will be very close to the photo.
Is everything gift-ready?
Every bag is sent in a cotton dust bag and every scarf and hair accessory in a pouch or card gift box. We do not include prices on the packing note, so you can send an order straight to someone as a gift.
How can I contact you?
E-mail contact@elarova.shop or call +44 7806 810771. Our customer service hours are Monday to Friday 09:00 - 17:00 (UK time), and we aim to reply within 24 hours (Monday to Friday). You can also use our contact form.
Do you use cookies?
Yes. Our cookie banner asks for your consent before any non-essential cookies are set, and you can change your choices at any time. See our Cookie Policy.
Still have a question?
Operated by: Elarova
Address:
183 Edgware Road
London NW9 6LP
United Kingdom
E-mail: contact@elarova.shop
Phone: +44 7806 810771
Customer service hours (UK time)
Monday to Friday: 09:00 - 17:00
Saturday, Sunday and UK bank holidays: closed
We aim to reply to every message within 24 hours (Monday to Friday).
Last updated: October 2026