When will my order be shipped?
We try to ensure that all orders placed before 10am GMT on a working day are shipped within 48 hours of payment being received. Where this cannot be achieved, due to us experiencing exceptionally high demand (such as during Christmas) we will notify you as soon as reasonably possible. Any orders placed over the weekend or during public bank holidays will be shipped 48 hours from the next working day.
Please note that our working days are Monday – Friday, 9am – 6pm GMT
Where is my order being shipped from?
All our orders are fulfilled from our London studio in Stoke Newington, East London.
My order is showing as delivered but I didn’t receive it?
If your order has not arrived, please check your tracking details which you can find in your shipping confirmation email. It may be that no one was home when a delivery attempt was made, so DHL will contact you directly with the information you have provided on your order confirmation to arrange a re-delivery, or will drop to the nearest DHL delivery location.
Please also check around the property and with your neighbours to see if someone has accepted the parcel on your behalf.
If you are unable to locate the package, please reach out to us by emailing us at info@elvdenim.com with your order confirmation number and full name and we can look into this for you.
Alternatively, please click ‘Chat to a stylist’ to contact us via WhatsApp.
I didn’t receive an order confirmation, what should I do?
Please check your junk mail in case the order confirmation has accidentally landed there.
If you still can't find your order confirmation please email us with your name, email address, contact number and the last four digits of the card number that was used to place the order. Alternatively, please click ‘Chat to a stylist’ to contact us via WhatsApp.
My order couldn’t be delivered and has been returned to sender, can you reship it back to me?
We can reship the order to you once we receive it back, however the customer is liable to pay for the shipping cost again and will be sent an invoice for this cost:
United Kingdom - £8
International - £20-£35
How do I return my order?
Here’s how to make a return:
1.Please visit our Returns Hub and follow the on-screen instructions to submit a return. Please use the email address you used when placing your order, and the order number received in your confirmation email.
2. Once your return has arrived at our warehouse, our team will then check that the items are in their original condition*. This process typically takes 5-10 business days.
3. Once your return is accepted, a refund will be issued. Funds can take 5-10 business days to appear in the account of your original payment method.
4. You will be informed of your refund via email confirmation.
5. All returns are at the customers expense including payment for any duties and taxes. Read our full shipping terms and conditions for more indepth information.
*Please note, all items must be returned from the original shipping country, unworn and with all original packaging and tags attached within 14 days from delivery date.
Please be advised that our business days are Monday to Friday.
How do I return from within the UK?
Once you have been approved for a return via our Returns Hub please send the jeans back to us via a tracking service to the below address. It is the customers responsibility to return the jeans to us safely and in the same condition as they were received in.
E.L.V. DENIM RETURNS
Unit J2,
2 Leswin Place
N16 7NJ, London,
United Kingdom
RETURN NUMBER: +44 7377 906511
Please clearly state who the return is from or include the original airway bill in with your package so we know who the package is from. You will then be notified once we have received you jeans.
Can I return my order from a country outside of the UK?
Once you have been approved for a return please via our Returns Hub send the jeans back to us via an international tracking service to the below address. It is the customers responsibility to return the jeans to us safely and in the same condition as they were received in.
E.L.V. DENIM RETURNS
Unit J2,
2 Leswin Place
N16 7NJ, London, United Kingdom
Tel: +44 7377 906511
Original Airway Bill Number:
Your returns number:
Please make sure that the item has 'Returning Goods to Origin' clearly marked on the consignment note. To ensure that you are not charged with returned duties and/or taxes please clearly state on the package your original airway bill number and include the airway bill inside the package. You are responsible for any costs that are endured for the return so please mark the above clearly on the outside of the package. You are responsible for the jeans until they have arrived back to us, so we encourage our customers to use a tracking service so that you can dispute if there is any loss or damage of the jeans.
What’s your return policy?
Returns are to be at the customers expense. All items must be returned to the original shipping country, unworn and with all original packaging and tags attached within 14 days from delivery date.
*Please note that if your item does not pass our checks, you will be notified via email and it will be sent back to you at your cost.
Take a look at our terms of sale for more details.
Have you receive my returned items?
We always suggest that you return your goods using a tracking service this way you can track your return on it's journey back to us by using the tracking link provided by your supplier.
Once your return has arrived at our head office, our team will then check that the items are in their original condition*.This process typically takes 5-10 business days.
Once your return is accepted, a refund will be issued. Funds can take 5-10 business days to appear in the account of your original payment method.
You will be informed of your refund via email confirmation.
*Please note that if your item does not pass our checks, you will be notified via email and it will be sent back to you at your cost. Take a look at our terms of sale for more details.
Our business days are Monday to Friday.
Can I exchange my order?
We offer exchanges within 14 days from the delivery date, as long as your item is in its original condition with all the packaging and tags attached.
1.Please visit our Returns Hub and follow the on-screen instructions to generate submit an exchange. Please use the email address you used when placing your order and the order number that you received in your order confirmation email.
2.Once your items has arrived at our head office, our team will then check that the items are in their original condition*. This process typically takes 3-5 business days.
3. Once your exchange is accepted, you will be contacted by our customer care team and you will be invoiced for the return shipping.
United Kingdom - £8
International - £20-35
5. All returns are at the customers expense including payment for any duties and taxes. Read our full shipping terms and conditions for more in-depth information.
How long does a refund take?
Once your items has arrived at our head office, our team will then check that the items are in their original condition, unworn and with all packaging and tags, this process typically takes 3-5 business days. You will receive a refund with in 5-10 business days once your item has been approved for a refund.
We will not refund the shipping fees, or any taxes and duties that incur on your return. Please read the return instructions to avoid any unexpected taxes or duties.
*February 2022 update*
After careful consideration and a deep analysis into the business, we will now be reflecting true average shipping pricing. As a small company we are no longer able to subsidise the shipping. We like to be completely transparent with our customers, and will be doing another analysis of the data in 6 months time, to keep bringing you the best possible prices as we can.
Where do you ship to?
We offer worldwide shipping as well as the option to collect your order from our London showroom.
How much does shipping cost?
Shipping to the UK costs £8
International shipping costs £20-£35 depending on the destination and will be shown at checkout.
How long does shipping take?
We ship within 48 hours of payment being received and we will notify you when the shipment has been sent. However, if there are any reasons as to not being able to ship within this time we will notify you immediately.
Any orders placed over the weekend or during public bank holidays will be processed the next working day.
During busy periods like Christmas, it may take a few extra days for your package to arrive due to high demand. Please make sure your shipping address is correct so it can get to you promptly. Orders that are returned because of an invalid address may incur a shipping charge if they are reshipped.
After an order has been delivered to the correct shipping address, we cannot be held responsible for lost or stolen packages.
Can I collect my order?
You can also collect your order from our London showroom for no charge. Our address is E.L.V. DENIM, Unit J2, 2 Leswin Place, N16 7NJ London. Please let us know when you are planning to collect as we are sometimes out rescuing jeans from landfill!
What couriers do you use?
E.L.V. Denim uses DHL Carbon Neutral Shipping on all orders.
Within the UK – DHL Parcel,
Outside of the UK – DHL Worldwide Express
For all orders, somebody will need to be available to accept the parcel and provide a signature.
How much will I have to pay in Duties and Taxes in my Country?
For the following countries, all customs duties and local taxes (including European VAT) are included in the product price:
USA, United Arab Emirates
Austria, Belgium, Cyprus, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Portugal, Slovakia, Slovenia, Spain
For other countries, taxes will be calculated at checkout and added to your order where possible. In this case, the order will then be sent Delivery Duty Paid (DDP) and there should be no additional charges when you receive the order.
Where this is not possible, you will be responsible for paying any import duties or local taxes as the product enters the country. DHL will be in contact with you directly to facilitate this payment if this applies.
To find out more, please read DHL's receivers guide here.
If you have any questions about taxes in your delivery country please please click ‘Chat to a stylist’ to contact us via WhatsApp or email info@elvdenim.com.
Can I claim my taxes and duties back if I return?
As taxes and duties are payable to DHL unfortunately, we cannot refund these and we apologise for any inconvenience. We recommend that you contact DHL directly to make a claim.
How do I know which size to choose?
Here at E.L.V. DENIM we use true-to-measurement sizing, meaning you measure your high waist in inches and that is the size you take in our jeans. We always say that it isn't about the size you are it's how you want to wear our jeans with your personal style. Watch Founder Anna Foster's style and size guides below via instagram.
Straight Leg Size Guide
Boyfriend Jean Size Guide
Flare Jean Size Guide
All E.L.V. Denim jeans are made from discarded and previously worn jeans. Therefore, there might be natural wear and tear already in the denim. This is a characteristic of vintage denim and what makes each and every pair of jeans unique. E.L.V. Denim do not take responsibility for any fading, holes or fraying which may appear in the jeans after you have bought them, and this is not classed as a manufacturing fault.
E.L.V. Denim Limited (“E.L.V. Denim”) uses discarded and vintage denim as a raw material and transforms it into modern, sophisticated and even ‘made to measure’ denim clothing. All products sold by E.L.V Denim (on this website or otherwise) are unique to E.L.V. Denim and are not affiliated with other brands. As an independent sustainable fashion brand, E.L.V. Denim takes care to minimise its impact on the environment by sourcing its raw materials locally and creating its collections in its studios here in the UK. As part of the design process, E.L.V. Denim attempts to remove all third party brand identifiers from upcycled raw materials to make entirely new and unique E.L.V Denim products. For the avoidance of doubt, unless otherwise stated E.L.V. is not a seller or distributor for third party brands and makes no representation and gives no warranties as to any official partnership or collaboration with other brands. E.L.V. Denim also makes no representations and gives no warranties as to the, condition, state, quality, origin, or description of the materials used to create E.L.V. Denim products. If you want to find out more about E.L.V. Denim’s sustainability efforts please get in touch at info@elvdenim.com.
