Legal
Last updated: 11 June 2026
Most Elamora products are personalized and prepared according to the customer's choices, such as name, message, colors, composition, flowers, balloons, plush toys or gift style.
Because of this personalization, an order cannot normally be cancelled, returned or refunded once preparation has started, except where mandatory consumer law requires otherwise.
If the customer wants to cancel an order, they should contact Elamora as soon as possible at orders@elamora.eu.
If preparation has not started and no custom item has been ordered or prepared, Elamora may accept the cancellation and refund the payment where applicable.
If preparation has already started, cancellation may be refused or only partially refunded depending on the work and materials already used.
If an order is defective, damaged before delivery, materially different from the confirmed order, or prepared incorrectly by Elamora, the customer should contact Elamora as soon as possible.
The customer should provide the order reference, a clear description of the issue and photos where relevant.
Depending on the situation, Elamora may offer a correction, replacement, partial refund or full refund.
A personalized product is normally not refundable simply because the customer changed their mind after preparation started or after delivery.
Elamora is not responsible for errors caused by incorrect personalization text, wrong delivery details, unreachable recipient information or incomplete instructions provided by the customer.
Perishable or fragile items such as flowers and balloons may naturally vary in appearance and availability.
If a refund is approved, it is normally made using the original payment method where possible.
Refund timing may depend on the payment provider, bank processing time and the payment method used.
For bank transfer orders, Elamora may ask for the necessary refund details.
For any issue with an order, cancellation, refund, delivery or pickup, the customer can contact Elamora at orders@elamora.eu.
The customer should include the order reference to help Elamora handle the request quickly.