Do you have a physical store?

Our showroom is based in El Puerto de Santa Maria, Cadiz (Spain). You are welcome to come in and try on our collection in person at any time. Please reach out to us via email to set up an appointment in advance (orderselenamoore@gmail.com) and we´ll be happy to welcome you in our beautiful showroom.

Can I customise a product?

You can definitely customise your dress choosing your preferred colour (as long as it is within our colour pallet and we have it in stock). Also, you can customise the length of your dress by making it shorter or longer than the original design.

For more details about personalisation please contact us and we will give you a budget.

How long will my order take to arrive home? 

If the product is in stock, it´ll take 1-2 working days for orders in Spain and Portugal, and 2-4 working days to the Balearic Islands. For international orders it will usually take between 4-8 working days, depending on the country.

In the case of Preorder products, the shipping time must be added to the manufacturing time, which is between 15 and 20 days.

We will not be held accountable for delays caused by force majeure or adverse weather conditions, also not for customs withholding.

 

Can I pay for an express delivery?

Yes, if you need your order urgently, please reach out to us and we will do our best to assist you and offer you the delivery service that better suits your needs. 

 

How can I check the right size for me? 

In each product file, you can find a section detailing the product size and composition. In that section, you will find a Size Chart that will help you find the perfect size according to your preferences and body measures.

What is the time limit to exchange or return products?

You have 14 days from the date you received your package to contact us to inform us that you wish to exchange or return an item. From the moment you inform us about the exchange/return, you have a maximum of 10 days for the package to arrive at our offices.  If the package arrives after that period you will lose the right to return/ exchange the item. 

Before requesting a return, please check our returns policy to ensure that we will be able to accept it.

 

Can I return a product in Preorder?

Yes, all Preorder products can be returned or exchanged as any other product.

What are the requirements to exchange and return products? 

• You must ensure you notify us within 14 days from the date you receive your products, and the packet must be sent back and delivered to our offices within 10 days after the exchange/ return is accepted.
• The garment must have its original labeling and must be in the same condition in which it left our showroom: without stains, snags or signs of having been used or mistreated. The return of garments that have been modified will not be accepted either.
• Exchanges and returns of personalized garments (color, size or length) are not allowed.
• All returns made from Spain (with the exception of the Canary Islands, Ceuta and Melilla) ans Europe, must be processed through our Returns Platform. In case the return is processed by another means other than our platform, the customer is responsible for its correct delivery.
• All products must be delivered to our offices on the following address. We are not responsible for picking up the package at any delivery point other than our offices. 

 

What is the cost of an exchange or return?

The customer will assume the cost of return shipping in case of return. You can process the return/ exchange via our Returns Platform, or through the shipment company that the customer chooses. 

In the case of exchanges, the client must assume the cost of shipping the garment to be exchanged, and ELENA MOORE will assume the shipping costs of the new garment (until a maximun of 20€).

When and how will I receive my refund amount?

You will receive the refund via the same payment method used during your purchase, in a maximum estimated time of 15 days from the acceptance of the return. Timing might vary depend on your bank.

How is an exchange charged? When and how will I receive the amount for the exchanged garments?

You will only have to pay the difference in price that exists with respect to the garment you want to exchange.

If you exchange it for a lower value item, we will give you a voucher with the difference that you can spend at the online store.

 

What items do not allow exchanges and returns?

Exchanges and returns of garments that were ordered with customised alterations (colour, length, etc) will not be eligible for an exchange or return.

Can I return or exchange a Preorder item? What is the time limit?

Orders placed in Preorder can be exchanged or returned as regular orders.

You have 14 days from the date you receive your package to contact us and exercise your right of withdrawal, that is, you must inform us of your intention to return the garment. From the communication, you have 10 days for the package to arrive at our offices. If the package arrives later, the right to return may not be processed..

How do I know when my order is ready?

After processing your purchase you will receive an “Order Confirmation” email. As soon as we have it ready, you will receive a “Shipping Confirmation” email indicating that your order is ready and the expected delivery time.

If you place an order for a Preorder product, you will receive various emails informing you about the progress and status of your order, as well as “Shipping Confirmation” email indicating that your order is ready and the expected delivery time.

How can I contact you if there is a problem with my parcel?

For any queries you can write to us at orderselenamoore@gmail.com

Our office hours are:

• Monday to Thursday from 10am to 6pm. 
• Friday from 9am to 2:30pm.

Will you replenish items marked “out of stock”?

We try to make sustainable and exclusive production, so we recommend that, if you are interested in a product, you buy it on the moment since we may not replace it in the same fabric or model.

We recommend that you subscribe to our newsletter to be aware of all restocks and new product launches.

Is it possible to receive periodic information in my email with the latest news about ELENA MOORE?

Of course! You just have to subscribe to our newsletter. You just need to enter your email in our VIP clients section and we´ll keep you up to date with the latest news.

What payment method can I use to make my purchase?

The accepted payment methods are Credit/Debit Card (Visa and Mastercard), Google Pay, Apple Pay and PayPal.

 

How do Preorder products work?

If you choose the Preorder modality you must keep in mind that these products are NOT in stock and we will make them specifically for you. Preorder products are delivered within a maximum estimated period of 20 days. In this way, we manage to make sustainable and responsible production.

If you need your garment urgently, do not hesitate to contact us and we will do everything possible to help you: orderselenamoore@gmail.com

IMPORTANT: Preorder orders cannot be cancelled more than 12 hours after the order has been placed. If they were to be cancelled, there would be a financial penalty of 50% of the cost of the order and the amount of the shipment would not be refunded.

All Preorder products can be exchanged or refunded as a regular product, unless the customer requested a personalisation of the products, such as alterations in length or colour.