Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Return Eligibility

To be eligible for a return, your item must be:

  • Unworn other than for a reasonable try-on, unused and unwashed
  • In its original condition
  • Returned with all original tags attached
  • Returned in its original packaging where reasonably possible
  • Accompanied by your order number, receipt or other proof of purchase

Items showing signs of wear, washing, alteration, damage, staining, makeup or perfume may not be accepted.

How to Request a Return

To request a return, contact us at support@elevaison.com within 14 days of receiving your order. Please include your order number, the item you wish to return and the reason for the return.

If your return is accepted, we will provide return instructions, including the return address.

Please do not send your item back without contacting us first. Items returned without prior approval may not be accepted.

Return Shipping Costs

For returns due to size, fit, colour, personal preference or another change-of-mind reason, the customer is responsible for all return shipping and packaging costs.

We do not provide prepaid return shipping labels for change-of-mind returns.

We recommend using a tracked shipping service and retaining proof of postage until your return has been processed.

Original shipping charges are non-refundable unless the item is defective, damaged or incorrect, or applicable law requires otherwise.

Damaged, Defective or Incorrect Items

Please inspect your order upon delivery. If the item is defective, damaged or different from what you ordered, contact us within 7 days of delivery at support@elevaison.com.

Please include your order number and clear photographs showing the issue.

We will review the issue and provide an appropriate resolution, which may include a replacement, refund or reimbursement of reasonable return shipping costs.

This policy does not limit any consumer rights provided by applicable law.

Exceptions / Non-Returnable Items

We cannot accept returns for:

  • Items that have been worn, washed, altered or damaged after delivery
  • Items returned without their original tags
  • Custom-made or personalised items
  • Sale items
  • Gift cards

Exchanges

We do not currently offer direct exchanges.

The fastest way to receive a different size, colour or item is to return the original item, if eligible, and place a separate order.

European Union and United Kingdom 14-Day Cooling-Off Period

Notwithstanding the above, if your order is delivered to the European Union or United Kingdom, you have the right to cancel or return your order within 14 days of receiving it, without giving a reason.

After notifying us, you must return the item within 14 days. You will normally be responsible for the return shipping cost unless the item is defective, damaged or incorrect.

Where required by law, we will also refund the cost of the least expensive standard delivery method offered for your order. Additional charges paid for express or upgraded delivery are non-refundable beyond the standard delivery cost.

The item must be in the same condition in which you received it, unworn other than for a reasonable try-on, unused and unwashed, with tags attached and in its original packaging where reasonably possible. You’ll also need your order number, receipt or other proof of purchase.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund has been approved.

If approved, the refund will be issued automatically to your original payment method within 10 business days.

Please remember that your bank, card issuer or payment provider may need additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at support@elevaison.com.