FAQ
Everything you need to know about shopping with ELMONT. Not here? Email support@elmontofficial.com — a person reads it and answers within one business day.
Orders & delivery
How long does delivery take?
Orders are processed within 1–2 business days. Delivery to the United Kingdom usually takes 5–10 business days after dispatch. You receive a tracking link by email as soon as your order has been dispatched.
Is delivery free?
Standard delivery is free on all orders over £50. Below that it is a flat £4.99, shown before you confirm. The price you see is the price you pay — nothing is added at checkout.
Where do you deliver?
To addresses in the United Kingdom only.
How do I track my order?
Once your order has been dispatched, you receive an email with a tracking number. You can also open our Track Your Order page at any time.
Can I change or cancel my order?
Yes, as long as it has not been dispatched. Email support@elmontofficial.com with your order number and we cancel it and refund you in full — there is no cancellation fee. Once a parcel is with the carrier it can no longer be changed, but you can return it once it arrives.
Returns & refunds
What is your return policy?
You have 30 days from delivery to send an item back. It must be unworn and unwashed, with all tags attached and, where possible, in its original packaging. Email support@elmontofficial.com with your order number and we reply with the return address.
Who pays the return postage?
You do, on a voluntary return — we recommend a tracked service. If an item arrives faulty, damaged or is not what you ordered, we pay the return postage and refund the delivery charge in full.
How long does a refund take?
Once your return has arrived and been checked, we refund to your original payment method within 5 working days. How quickly the money shows then depends on your bank or card provider.
What if my item arrives damaged?
Email support@elmontofficial.com with your order number and a photo. We replace it or refund you in full and pay the return postage.
Products & sizing
How do I find my size?
Our Size Guide gives general measurement charts as a starting point. Sizing varies from product to product, as each item has its own cut and fit. If you are unsure, order your usual size or ask us at support@elmontofficial.com before you buy.
Do colours vary from the photos?
We do our best to show accurate colours, but screens differ. Treat the shade as close rather than exact, and ask us before ordering if you are unsure.
Will you restock sold-out items?
Some items come back, but we cannot promise it. Sign up to our newsletter to hear about new arrivals and restocks first.
Payment & security
What payment methods do you accept?
The payment methods open to you are shown at checkout.
Is my payment information secure?
Checkout runs over an encrypted connection and payment is handled by our payment provider. We never see or store your full card details.