Terms & Conditions


Welcome to elfzhou.com (our “Website”). Please read these Terms and Conditions carefully before you start to use our Website, as these will apply to your use of it. We recommend that you print a copy of this document for future reference. If you are using a guardian’s credit or debit card to make a purchase you must let your guardian know about our Terms & Conditions and Privacy Policy before subscribing and/or signing up to our site. Due to the nature of our products, we reserve the right to decline orders from under 18 year olds.



Once you have made your choice and your order has been placed, you will receive an e-mail acknowledging the details of your order. This e-mail is NOT an acceptance of your order, just an acknowledgement that we have received it. Unless you cancel your order, acceptance of your order and completion of the contract between you and E.L.F ZHOU LONDON will be completed when we e-mail you to confirm the goods have been dispatched. For the avoidance of doubt, the contract has been concluded in London, in the English language and is therefore governed by English law.

We reserve the right not to accept your order in the event that we do not obtain authorization for payment; that shipping restrictions apply to a particular item; or that the item ordered is out of stock.

We may refuse to process and therefore accept a transaction for any reason, or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any product from the website at any time, whether or not that particular product has been sold out.

In order to make purchases through the website, you are requested to provide your personal details. Customers must provide their real name, billing address, shipping address, phone number, e-mail address and other requested information as indicated. Furthermore, when ordering items, you will be required to provide your payment details, and you represent and warrant that the payment details you provide on ordering are both valid and correct. Our site is only available for use to individuals who meet our terms of eligibility and who have been issued with a valid debit/credit card by a bank acceptable to E.L.F ZHOU LONDON and whose applications are acceptable to E.L.F ZHOU LONDON. E.L.F ZHOU LONDON reserves the right to refuse to ship multiple items to any one customer or postal address.


Where possible, we take every care to ensure that the description, compositions and images of our Products are correct. However, images, compositions and descriptions of Products on our Website are not intended to be binding and are intended only to give a general description of the Products.

Please note, our Products are all handmade therefore the Products we send you may vary slightly from the images on our Website and other similar Products.

Whilst we try and ensure that all details regarding Product pricing which appear on our Website are accurate, errors may occur. We will normally check prices as part of our dispatch procedures so that: where the Product’s correct price is less than the price stated on our Website, we will charge the lower amount when dispatching the Products to you. However, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mispricing, we do not have to provide the Products to you at the incorrect (lower) price; and if the Product’s correct price is higher than the price stated on our Website, we will contact you as soon as possible to inform you of this error and we will give you the option of continuing to purchase the Product at the correct price or cancelling your order. We will not process your order until we have your instructions. If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you in writing. If your order is cancelled in these circumstances and you have already paid for the Products, you will receive a full refund.

The prices are indicated in GBP and excluding VAT. The price including VAT and the total amount of the order including shipping can be seen in the shopping cart on the checkout page. For products supplied to clients within the UK, the VAT rate of 20% is applied. Clients based in countries outside of the UK will not be charged VAT.

For customers in the European Union, all shipments will be sent on a FedEx service (duties paid) meaning that import taxes will be invoiced at the checkout. A charge of 20% on top of the order value will be applied at the checkout to cover import taxes and handling. European Union customers will not be required to clear their own shipments after 1st January 2021 as we hope to make this transition period as seamless as possible for our European customers.

Clients based in countries outside of the European Community will not be charged VAT. Delivery costs will be charged in addition; such additional charges will be clearly displayed on our Website prior to placing your order. Prices and availability of Products are subject to change without notice. Offers and special promotions are subject to availability.


By card

Payment can be made by Visa, Visa Electron, Visa Debit, Visa Delta, MasterCard, American Express, Maestro debit cards, and via Paypal. PayPal is an online payment processing company widely used on the Internet to facilitate sales transactions, including credit card payments. When you proceed with making your online purchase and you select PayPal as a method of payment you will be transferred to the PayPal site where your transaction will be processed. You do not need a PayPal account and there is no additional cost to you. For more information about PayPal, follow this link. Payment will be debited and cleared from your account upon receipt of an order acknowledgement email. You confirm that the credit/debit card that is being used is yours or that you have been specifically authorised by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to E.L.F ZHOU LONDON, we will not be liable for any delay or non-delivery. Furthermore, we take reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the Site.


E.L.F ZHOU LONDON aims to dispatch your order within 2 working days of receipt of payment details – excluding weekends, bank holidays and public holidays. This is subject to credit clearance and availability of stock. If a particular product is not in stock, or sold out we may be able to make it exclusively for you. Please contact us on info@elfzhou.com for more information. Whilst we will endeavour to meet any stated dispatch and delivery dates and/or times, we cannot guarantee these and accept no responsibility for any delays in deliveries due to any act or omission of Royal Mail (or any other delivery service as used by us from time to time). As such we will not be liable for any direct or indirect loss or damage suffered by you as a result of any delay or failure to deliver which is due wholly or partly to circumstances beyond our reasonable control. All delivery charges will be clearly stated during your order process prior to confirming your purchase at checkout. We are happy to arrange delivery of your order to an address that is different from your credit or debit card billing address. Please ensure that you have checked your address details carefully on submitting your order as you are responsible for ensuring that you are able to take delivery of the Products. Delivery addresses cannot be changed once the order has been dispatched and we will not be held responsible for lost deliveries which result from an incorrect delivery address, as entered by you.

If no one is available at your address to take delivery a card will be left for you to either rearrange delivery or to collect the package from a designated depot. After a period of time your package will be returned to us, in which case please contact us at info@elfzhou.com to rearrange delivery, alternatively we may contact you to arrange redelivery and take payment for any applicable redelivery fees before re-dispatching the Product.

If you do not arrange redelivery within 1 month of your order being returned to us we will refund the price paid for the Products, less any delivery charges incurred by us.

If you receive any Products which are either damaged or missing or the packaging has been opened, you should register all reservations and complaints with the carrier or refuse the package if it is appears to have been opened or damaged.

If you have not been able to inform the carrier or you discover the problem later please contact us at info@elfzhou.com

International Delivery

If you order Products from our Website for delivery abroad, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. Please note that we have no control over these charges and we cannot predict their amount. You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order. You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you break any such law.

We accept no responsibility if your order is stopped by international customs.

If an order is returned to us and needs to be re-shipped then you will be responsible for the cost of re-shipping the order.


E.L.F ZHOU LONDON works hard to satisfy your every need. Our assortment consists of beautiful and high quality products are all handmade from our London atelier and we offer as much information as possible to help you make your choice when in need of something special from us. However, we do understand that you might not be completely satisfied with your purchase, you have the right to cancel your order provided you give us a written notice within 14 days of receipt. This 14 days period starts from the date the goods have been signed for. The notice of contract cancellation must be given in writing, stating your full name and order ID as subject reference to info@elfzhou.com or by post to:


204 Cocoa Studio

The Biscuit Factory

Drummond Road, Southwark,


SE16 4DG

United Kingdom

We will issue you with a refund for your order excluding shipping costs. In return, you must return the product(s) to us in a new and unused condition, with the original label and tags and in the original bag and packaging. Please ensure that briefs are tried on over your own lingerie – we will not accept returns on garment that has been worn or is soiled. Shipping/postage costs to send back goods are charged to the customer. Please ensure that you use a courier or a registered service to send back goods and we suggest that you insure the goods as they are within your care and you are liable for any damages to the goods while in transit back to us. In case of dispute, we also recommend you retain proof of return, such as a postal receipt or consignment note.

E.L.F ZHOU LONDON will contact you within 48 hours (with the exception of weekends and public holidays) of receipt of the returned goods. A refund (less shipping costs) will be issued subject to the returned goods meeting the conditions listed in the paragraph above. If you have paid via Paypal, any transactional charges that might apply will not be refunded as these charges are levied by Paypal and not E.L.F ZHOU LONDON.

Please Note: During Sales Period we only offer exchange on purchased items. Goods must be returned within 7 days of receipt of delivery in original condition. Sales items are not refundable.
Made to measure items cannot be returned or refunded. Discounted orders cannot be refunded.


Should you wish to exchange your order for a different size and/or product(s), please fill in the Exchange enclosed with your order, stating your full name and order ID and return it together with your order to the address above. A written notice of an exchange must be received by post or emailed to info@elfzhou.com within 14 days of receipt of your order.

E.LF ZHOU LONDON will be in contact with you within 48 hours of receipt (with the exception of weekends and public holidays) of your returned order. Shipping costs to send back/receive goods are charged to the customer. Exchanges are subject to stock availability. Should a particular product be out of stock the atelier may be able to make this for you and you will be contacted with exact details.