Terms of service

Terms of Service

Business information

This website (elarova.shop) is operated by Elarova, 183 Edgware Road, London NW9 6LP, United Kingdom. E-mail: contact@elarova.shop. Phone: +44 7806 810771. Full details are on our Legal Notice page.

1. Definitions

"We", "us" and "our" mean Elarova. "You" means the person using this website or placing an order. "Goods" or "products" means the bags, scarves and hair accessories offered on this website. "Contract" means the contract of sale between you and us for the goods you order.

2. Acceptance of these terms

By using this website or placing an order you agree to these Terms of Service together with our Privacy Policy, Refund and Returns Policy and Shipping Policy. These terms apply to consumers buying for personal use.

3. Use of our website

You may use this website only for lawful purposes. You must not attempt to gain unauthorised access to the website, interfere with its operation or use automated systems to extract its content.

4. Products and prices

We describe and photograph our products as accurately as possible. Small variations in colour can occur between screens, and woven straw and acetate pieces vary slightly from piece to piece. Materials are stated on every product page: our bags are faux leather (polyurethane), faux suede, polyester satin or paper straw - not genuine leather - and our satin scarves and scrunchies are polyester satin, not silk. Measurements and weights on product pages are approximate. All prices are shown in pounds sterling (GBP). All prices include VAT. Delivery within the United Kingdom is free, so the price shown is the total you pay. We may change prices at any time, but changes never affect orders we have already accepted.

5. Orders, contract formation, changes and cancellations

Our display of products is an invitation to treat, not an offer. Your order is an offer to buy; a contract is formed only when we accept your order by sending a dispatch confirmation. The order-acknowledgement e-mail is not an acceptance.

We may decline an order, for example if an item is out of stock or a pricing error has occurred; in that case we refund any payment in full within 3 days (Monday to Friday). To change or cancel an order before dispatch, contact us as soon as possible. After delivery you can cancel within 14 days under the Consumer Contracts Regulations 2013 as explained in our Refund and Returns Policy. The contract is concluded in English; we store a copy of your order and you receive the details by e-mail.

6. Payment and title

We accept Visa, Mastercard, American Express, Apple Pay and Google Pay. Payment is taken when you place your order. Title to the goods passes to you on receipt of payment in full. Risk passes to you when the goods are delivered to you or to a person you nominate.

7. Shipping and delivery

We deliver only within the United Kingdom, free of charge, with Royal Mail. 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 transit 2 - 4 days (Monday to Friday). Full details are in our Shipping Policy.

8. Returns, refunds and exchanges

You have a statutory 14-day right to cancel and, in addition, our voluntary 30-day returns policy from the date of delivery, including exchanges. See our Refund and Returns Policy.

9. Your statutory rights for faulty goods

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If goods are faulty you have a 30-day short-term right to reject them for a full refund, and thereafter the right to a repair or replacement. Nothing in these terms affects these statutory rights.

10. Intellectual property

All content on this website, including text, photographs, graphics and the Elarova name and logo, belongs to Elarova or its licensors and may not be copied or used without our written permission.

11. User content

If you send us reviews, comments or photos, you confirm that you have the right to share them and allow us to use them on our website and channels. We may remove content that is unlawful, offensive or misleading.

12. Privacy

We handle your personal data in line with UK GDPR and the Data Protection Act 2018, as described in our Privacy Policy and Cookie Policy.

13. Limitation of liability

We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable, or for business losses. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for breach of your statutory rights.

14. Your responsibility when using our products

Please use and care for our products as described on each product page. Hair accessories such as claw clips, scrunchies and headbands contain small parts and are not suitable for children under 3; keep them away from young children. Keep chain straps and scarves away from moving machinery, and stop using a hair accessory if it causes discomfort.

15. Third-party links

Our website may link to third-party websites, such as our order-tracking service. We are not responsible for their content or privacy practices.

16. Payment providers

Payments are processed securely by our payment providers through Shopify's PCI DSS compliant checkout. We never see or store your full card details.

17. Events outside our control

We are not responsible for delays or failure to perform caused by events outside our reasonable control, such as carrier disruption, severe weather or industrial action. If such an event affects your order we will contact you and, if you wish, cancel the order and refund you in full.

18. Complaints and dispute resolution

Please contact our customer service first with any complaint. Elarova is not currently a member of an Alternative Dispute Resolution (ADR) scheme. If we cannot resolve your complaint, you can contact Citizens Advice (citizensadvice.org.uk) for free advice or use the small claims track of the county court. Nothing in these terms restricts your statutory rights.

19. Governing law and jurisdiction

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you keep the protection of your local law and may bring proceedings in your local courts.

20. General provisions

If any part of these terms is found to be invalid, the rest remains in force. If we do not enforce a right straight away, we can still enforce it later. You may not transfer your rights under these terms without our consent.