Returns
Changing your mind
A wardrobe is a big thing to get wrong, so the short version is: tell us and we will sort it out. The longer version is below, and none of it takes away your statutory rights.
Check it at the door
Open the boxes with the delivery team. If anything is wrong, damaged or not what you ordered, hand it back there and then and it goes straight back on the van. That is the quickest return there is, and it costs you nothing.
Your right to cancel
Because you buy online without seeing the wardrobe, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day it is delivered to tell us you are cancelling, for any reason at all. You then have a further 14 days to send it back.
Email hello@elmivo.co.uk with your order number. You do not have to give a reason. We refund what you paid in full within 14 days of getting the wardrobe back.
Please keep the packaging until you are sure. You may unpack and inspect a wardrobe the way you would in a shop; if it has been assembled or used beyond that, we may reduce the refund to reflect the loss in value.
Who pays to send it back
If it is faulty, damaged or not what you ordered, we do. Tell us within 14 days and we arrange the collection at our cost.
If you have simply changed your mind, you return it to our returns address at your own cost, boxed as it came, and we refund in full once it has been checked. A wardrobe is heavy and a courier will charge for it, so please think about this before ordering: a wall measurement sent to us first avoids almost every return.
Returns address: Lovedown Farm, Lower Road, Hockley, Essex, SS5 5NL. Tell us before you send anything, with your order number, so the team know it is coming.
Damaged on arrival
Photograph it before you do anything else and send us the photographs at hello@elmivo.co.uk within 48 hours. Flat-pack panels occasionally arrive with a chipped edge; most of the time we can send the one panel rather than the whole wardrobe, which is quicker for you.
Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If something fails in the first 30 days you can reject it outright.
Before you order
Most returns we could ever have are the wrong width. Send us the measurement of your wall before you buy — ask Rowan on any page, or email us — and we will tell you which width fits. It costs nothing and it saves everybody the lorry.
Delivery & collection →