Refund policy
We accept return requests within 14 days after you receive your order.
To be eligible for a return, the item must be in the same condition as received: unworn, unused, clean, with tags attached, and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, please contact us at info@elateila.com before sending your item back.
Items sent back without first requesting a return will not be accepted.
Return Shipping
Customers are responsible for the cost of return shipping, unless the item is defective, damaged, or incorrect.
The return address and instructions will be provided after your return request has been accepted.
We recommend using a trackable shipping service, as we cannot be responsible for returns lost in transit.
Damages and Issues
Please inspect your order when it arrives and contact us immediately if the item is defective, damaged, or if you receive the wrong item.
We will review the issue and make it right where applicable.
Non-Returnable Items
The following items cannot be returned:
- gift cards;
- custom or personalized items;
- items that have been worn, used, washed, damaged, or are not in their original condition;
- items returned without tags or original packaging;
- sale items marked as final sale, where applicable.
Please contact us at info@elateila.com if you have questions about a specific item.
Exchanges
We do not offer direct exchanges.
If you would like a different size, color, or item, please return the original item first. Once the return is accepted, you can place a new order separately.
European Union Customers
If your order is shipped to the European Union, you have the statutory right to cancel or return your order within 14 days after receiving it, without giving a reason.
The item must be returned in the same condition as received: unworn, unused, clean, with tags attached, and in its original packaging. You will also need the receipt or proof of purchase.
Customers are responsible for return shipping costs, unless the item is defective, damaged, or incorrect. Under EU rules, customers may be responsible for return postage if they were informed of this before purchase.
Refunds
We will notify you once we have received and inspected your return.
If the return is approved, the refund will be issued to your original payment method within 10 business days.
Please note that your bank or payment provider may need additional time to process and post the refund.
Original shipping costs are non-refundable, unless the return is due to our error or the item is defective, damaged, or incorrect.
If more than 15 business days have passed since your refund was approved, please contact us at info@elateila.com.
