Frequently Asked Questions
If you have any questions which are not covered in our FAQs then please feel free to contact our Customer Service team using the details below:
Contact Details:
E-mail: hello@eavelight.com
Phone: +44 7853 146 741
Customer Service Hours:
Monday - Friday 9am to 6pm (GMT+1)
Saturday - 10am to 4pm (GMT+1)
Sunday - Closed
We aim to respond to all queries within 24 hours.
01 - Orders & Payments
What payment methods do you accept?
We accept payments via Apple Pay, Diners Club, Discover, Google Pay, Klarna, Maestro, Mastercard, Shop Pay, Union Pay and Visa
Is it safe to shop on your site?
Absolutely. Our site uses SSL encryption to protect your personal and payment information. We are PCI DSS compliant, meaning we meet the highest industry standards for handling card data securely.
Can I amend or cancel my order after placing it?
We process orders quickly, so we can't guarantee changes once an order has been placed. If you need to amend or cancel, please contact our customer service team as soon as possible and we'll do our best to help. If your order has already been dispatched, you can refuse the delivery or return it to us once it arrives.
I haven't received my order confirmation — what should I do?
Please check your spam or junk folder first. If you still can't find it, get in touch with our customer service team with your name and the email address you used at checkout and we'll resend it for you.
Do you accept gift cards or discount codes?
Yes! You can apply discount codes at checkout — simply enter your code in the promo box before completing payment. Please note that only one discount code can be used per order, and codes cannot be applied retrospectively.
02 - Delivery
What delivery options do you offer?
We offer one standard UK delivery option which is free for all customers. The processing times are 1 - 3 working days. Delivery times can be expected between 6 - 12 working days from the date of your order.
How long will my order take to arrive?
Our order processing times are between 1 - 3 working days. Shipping times are between 6 - 12 working days after dispatch.
How can I track my order?
Once your order has been dispatched, you'll receive an email with a tracking number and a link to follow your parcel's journey. You can also track your order by using the Track Your Order page on our website
Do you ship internationally?
No, currently we only operate within the UK.
What happens if my parcel is lost or delayed?
If your order hasn't arrived within the expected delivery window, please check your tracking link for updates. If there's no movement or your parcel appears lost, contact our customer service team and we'll investigate with the courier and arrange a replacement or refund as needed.
03 - Returns & Refunds
What is your returns policy?
If you're not completely happy, you can return items within 30 days of receiving your order for a full refund, provided they are unworn, unwashed and in their original condition with all tags attached.
How do I return an item?
To start a return please contact our customer service team and let us know the order number from your order confirmation email. We'll take it from there.
Do I have to pay for return postage?
You are responsible for the return shipping costs in all cases apart from faulty or incorrect items received.
How long do refunds take to process?
Once we receive your return, we aim to process your refund within 7 working days. You'll receive an email confirmation when your refund has been issued. Please allow an additional 3–5 working days for the funds to appear in your account, depending on your payment provider.
Can I exchange an item instead of returning it?
Yes, returns and exchanges can be initiated by contacting our customer service team. Please just let us know your order number, the product or size you would like to exchange and we can complete the request.
What if I receive a faulty or incorrect item?
Please contact our customer service team with your order number and a photo of the issue, and we'll sort it out as quickly as possible either with a replacement item or a full refund depending on your preference
04 - Sizing & Product Info
How do I know which size to order?
Each product page includes a detailed size guide with measurements in both centimetres and inches. We recommend measuring yourself and comparing to the guide before ordering. If you're between sizes, check the product description for specific fit advice — we'll usually note whether the style runs true to size, small or large.
Do your sizes run true to size?
Yes, our items typically run true to size unless specifically stated otherwise in the product description. Our size guide measurements are the most reliable way to find your best fit.
How should I care for my garment?
Care instructions are included on the label of every garment and on the product page. As a general rule, washing at lower temperatures, turning garments inside out, and avoiding tumble drying will help your pieces last longer and maintain their shape and colour.
05 - Contact Us
How can I get in touch?
You can reach our customer service team by email at hello@eavelight.com or via the Contact Us page on our website. We aim to respond to all enquiries within 24 hours.
What if I have a question that isn't answered here?
No problem at all. Drop us a line at hello@eavelight.com and we'll be happy to help. We love hearing from our customers.