FAQ

Frequently Asked Questions

Orders and payments
What payment methods do we use?

At Elliot Row, we accept a range of secure and convenient payment methods:

  • Major credit & debit cards: Visa, MasterCard, American Express, UnionPay
  • PayPal
  • Apple Pay, Google Pay & Shop Pay (automatically offered when supported by your device or browser)

All payments are securely processed via Shopify Payments and PayPal. Your connection is protected by SSL encryption to ensure your data stays private and secure at all times.

All payments are processed in British Pounds (GBP).
Can I cancel my order?

Would you like to cancel your order for any reason? Please send an email to info@elliotrow.com as soon as possible with your name, the order number you received in the confirmation email (e.g., #0000), and the reason for canceling your order. This can be done within 12 hours of placing your order, provided they have not yet been dispatched.
I didn't receive a confirmation email.

No worries — sometimes emails land in your spam or promotions folder.

Please check there first, and try searching for info@elliotrow.com in your inbox.

Still can’t find it? Just send us an email at info@elliotrow.com and we’ll sort it out right away!

Shipping and delivery
What are the shipping costs?

We offer free shipping on all UK orders.

There are no hidden fees, handling costs, or surprise charges at checkout.
How long does delivery take?

Our orders are shipped directly from our international fulfilment partners in Asia.

Estimated delivery time is 5–12 business days, which includes a handling time of 1–3 business days and a transit time of 4–9 business days.

Please note: business days are Monday to Friday, excluding public holidays.
What should I do if I still haven’t received my package?

Most of our packages arrive within 5–12 business days.


If your order hasn’t arrived within this timeframe, please contact us at info@elliotrow.com and we’ll assist you right away.
Which courier services are available?

We ship with trusted carriers including CJPacket, Royal Mail, and Evri. Final delivery is handled by the most suitable local courier depending on your location.
Could unexpected additional costs arise?

We will never charge any additional fees after your order has been shipped.

If you're ever asked to pay extra fees before receiving your package, please contact our customer service immediately at info@elliotrow.com, so we can resolve the issue as quickly as possible.
Is there a place where I can track my shipment?

Yes! Within a few days of placing your order, you’ll receive a shipping confirmation email that includes your tracking number and a direct link. You can also track your order anytime via our Track Your Order page or directly at 17track.net.

Returns
How can I return an item?

To request a return, please email us at info@elliotrow.com.

Be sure to include your name, order number (e.g. #1234), and the reason for the return.

Once we’ve reviewed your request, we’ll provide you with the return address and instructions.

Please wait for confirmation before sending the item back, as unapproved returns may not be accepted.
Do I have to pay for return shipping?
  • Change of Mind or Sizing Issues: All return shipping costs are the customer’s responsibility, including any additional costs (such as customs duties, taxes, or courier fees, if applicable).

  • Defective / Wrong Item: If the product arrives damaged, defective, or incorrect, we will cover all return costs. In such cases, you may choose between:A full refund. A free replacement of the originally ordered item. A store credit equal to 130% of your order value, issued as a gift card for future purchases.

  • No Restocking Fee: Elliot Row does not charge any restocking fees for returns.
What are the conditions for returning something?

At Elliot Row, you can return your item within 30 days of receiving it.

To be eligible for a return, the following conditions must be met:

  • return request is submitted within 30 days of delivery
  • unused and in original condition and returned with the original packaging.

For full details, see our Return and refund policy or contact us at info@elliotrow.com

Contact
How can I contact you?

You can easily reach us via:
How long does it take to receive a response?

We aim to respond to all inquiries within 24 hours on business days.

Contact details

Store Name: Elliot Row

Address: 25 Granville Rd, Finsbury Park, London N4 4EJ, United Kingdom

Email: info@elliotrow.com

Contact Form: Get in touch here

Phone: +447448068904

Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (CET)

We aim to respond to all inquiries within 24 hours on business days.