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Refund policy

We want you to feel completely confident in your purchase.

If, for any reason, your élosy piece isn't the right fit, you may request a return within 30 calendar days of receiving your order.

Our voluntary 30-day return period exceeds the statutory withdrawal period available to eligible consumers under applicable European consumer protection law.

Eligibility

To be eligible for a refund, your item must:

  • be returned within 30 calendar days of delivery;

  • be unused and unworn, except to the extent reasonably necessary to inspect it;

  • be returned in its original condition;

  • include the original dust bag, packaging, care card and any accessories provided with the product;

  • be accompanied by proof of purchase.

Products returned with signs of use beyond what is reasonably necessary to inspect them may be subject to a reduction in the refund reflecting any loss in value, or the return may be declined where appropriate.

How to Start a Return

To request a return, please contact us at hello@elosyatelier.com.

Once your request has been approved, we will provide:

  • a prepaid DHL return shipping label;

  • return instructions;

  • the return address.

For security, insurance and customs reasons, we only accept returns shipped using the DHL label provided by élosy.

Returns sent without prior authorisation or using an alternative shipping method may be refused and returned to the sender.

Return Shipping

Return shipping is the responsibility of the customer.

The cost of the DHL return label will be deducted from your refund. The applicable amount depends on your shipping destination.

Original shipping charges are non-refundable unless required by applicable law.

Damaged, Incorrect or Defective Items

Please inspect your order as soon as it arrives.

If you receive an incorrect item, or if your order arrives damaged or with a manufacturing defect, please contact us promptly at hello@elosyatelier.com, including photographs of the issue where possible.

We will assess each case individually and work with you to find the most appropriate solution.

Non-Returnable Items

Unless required by applicable law, we cannot accept returns of:

  • personalised or customised products;

  • special orders made specifically at your request;

  • products that have been altered after delivery.

If you are unsure whether your purchase is eligible for return, please contact us before sending it back.

Exchanges

We do not offer direct exchanges.

If you would like a different product, colour or size, we recommend returning your original purchase and placing a new order once your return has been approved.

As our collections are produced in limited series using reclaimed leather, availability cannot be guaranteed.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

If your return is approved, your refund will be issued to the original payment method within 14 calendar days of receiving and inspecting the returned item.

Please note that your payment provider or bank may require additional time to process and post the refund to your account.

If you have not received your refund within a reasonable period after confirmation from us, please contact hello@elosyatelier.com, and we'll be happy to assist.