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Returns
We want you to love your purchase. If you are not completely satisfied, you may request a return in accordance with this Returns & Refund Policy.
To be eligible for a return, your item must:
- be returned within 14 days of delivery;
- be unworn, unused and unwashed;
- have all original tags attached;
- be in its original packaging;
- be free from perfume, deodorant, makeup, stains, pet hair or damage.
Items that do not meet these conditions may be refused and returned to the customer.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned unless they are faulty or required by applicable law:
- underwear;
- swimwear without the original hygiene seal;
- earrings;
- gift cards;
- final sale or clearance items;
- personalised or custom-made products.
How to Request a Return
To begin a return, please contact our Customer Support team at:
Please include:
- your order number;
- your full name;
- the item(s) you wish to return;
- the reason for your return.
Our team will provide return instructions if your request is approved.
Items returned without prior authorization may not be accepted.
Return Shipping Costs
Unless the product is defective, damaged, or incorrectly supplied, customers are responsible for the cost of returning items.
Original shipping charges are non-refundable unless otherwise required by law.
Inspection
All returned products are inspected upon arrival.
If the returned item does not satisfy our return requirements, we reserve the right to refuse the return and return the item to the customer.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
If approved, your refund will be processed to your original payment method.
Please allow approximately 5–10 business days for the refund to appear in your account, depending on your payment provider.
Exchanges
We do not currently offer direct exchanges.
If you would like a different size, colour or product, please return the eligible item and place a new order.
Damaged, Incorrect or Faulty Items
If you receive an item that is:
- damaged;
- defective;
- incorrect;
- missing from your order;
please contact us within 7 days of delivery at:
Please include photographs showing the issue together with your order number.
If the claim is approved, we will arrange an appropriate solution, which may include:
- a replacement;
- a partial refund;
- a full refund.
Lost Packages
If your tracking information shows that your package has been delivered but you have not received it, please first contact your local carrier.
If further assistance is required, please contact us and we will do our best to help investigate the issue.
The Elvane is not responsible for packages lost due to incorrect shipping information provided by the customer.
Order Cancellations
Orders may only be cancelled before they have entered processing.
Once an order has been processed or shipped, cancellation is no longer possible.
Chargebacks
If a customer initiates a chargeback without first contacting our Customer Support team to resolve the issue, we reserve the right to provide all relevant order and delivery information to the payment provider during the dispute process.
Consumer Rights
Nothing in this Returns & Refund Policy limits or excludes any consumer rights that cannot be excluded under applicable law.
Contact
The Elvane LLC
Customer Support
Email: hello@theelvane.com