Returns & Refunds Policy

Our approach

At ELARA, every creation is freshly prepared and carefully packaged with the highest attention to quality, flavour and presentation. ELARA is operated by Daniel García trading as ELARA.

Fresh & perishable products

As our products are freshly prepared pâtisserie, we do not offer discretionary returns, exchanges or refunds for changes of mind or personal flavour preferences. This policy is subject to all applicable statutory consumer rights and cancellation exemptions. Please contact us before sending any product back.

Damaged, incorrect or defective orders

If your order arrives damaged, defective, incomplete or incorrect, please contact ELARA within 24 hours of delivery, where possible. Please include your order reference, a description of the issue, and clear photographs of the affected products and packaging, where available.

As our products are freshly prepared and perishable, prompt notification helps us investigate and resolve issues efficiently. We assess genuine complaints individually and provide appropriate remedies in accordance with UK consumer law.

The recommended 24-hour reporting period does not limit or remove your statutory consumer rights.

Packaging & transportation

Every ELARA order is carefully packed using protective materials designed to minimise damage during transportation.

Minor cosmetic marks or scuffs affecting only the external shipping carton do not ordinarily justify a refund where the cookies and purchased presentation packaging remain intact, safe and as described.

If the actual products or their intended presentation arrive significantly damaged, we will assess the circumstances and offer an appropriate resolution in accordance with statutory consumer rights.

Storage after delivery

ELARA products must be refrigerated immediately upon receipt at 5°C or below. Customers should follow all storage and handling instructions and consume the products by the date printed on the packaging.

ELARA is not responsible for deterioration caused solely by improper storage, heat exposure or mishandling after delivery. This does not exclude responsibility for faults or defects present at the time of delivery.

Refunds & replacements

Where goods are defective, damaged, incorrect or not as described, ELARA will provide the appropriate remedy under applicable UK consumer law. Depending on the circumstances, this may include a replacement, refund or other legally required remedy.

Where a refund is appropriate, it will normally be issued to the original payment method.

Your statutory rights

Nothing in this policy excludes, restricts or overrides your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation.

Contact ELARA

Email concierge@elaraworlds.com with your order reference, a description of the issue and photographs where available. We will respond as soon as reasonably possible.