Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a refund and send our item back.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at hello@elosyatelier.com.
If your return meets the criteria outlined above, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@elosyatelier.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and address any concerns you may have.
Return Shipping Fee
To ensure the security of our items, all returns must be processed exclusively through our courier partner DHL. We do not accept self-shipped returns. A return fee based on your shipping location covering the pre-paid shipping label will be deducted from your final refund amount. For any questions please contact us at hello@elosyatelier.com.
Exceptions / non-returnable items
Certain types of items, such as special orders or personalised items cannot be returned. For any questions please contact us at hello@elosyatelier.com.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return. If the item meets the criteria outlined above, you’ll be automatically refunded on your original payment method within 10 business days. Please be aware it can take some time for your bank or credit card company to process and post your refund. If more than 15 business days have passed since we’ve refunded you, please contact us at hello@elosyatelier.com.