FAQ

Returns & Refunds

How long do I have to return an item?
You can return items within 30 days from the delivery date. Returns requested after this period cannot be accepted.

Who pays for the return shipping?
Customers are responsible for the return shipping costs. However, if the item is damaged or incorrect, we will cover the return shipping costs.

Is there a restocking fee for returns?
No, we do not charge any restocking fee.

How long does it take to receive a refund?
Refunds are processed within 7 days after receiving and approving the returned item(s)

How do I start a return?
To start the return process, please email us at support@elenamae.com with your order number. Our team will provide you with detailed return instructions.

What are the conditions for returning an item?
Returned items must be:

• Unused, unworn, and unwashed
• Returned in their original packaging
• Complete with all original tags attached

Can I exchange an item?
Yes, you can exchange an item. To do so, contact support@elenamae.comwithin 30 days of delivery. The item must be unused, unworn, unwashed, returned in its original packaging, and have all original tags attached. Once your exchange request is received, the support team will guide you through the process. Please note that the original item must be returned first, and once it has been received, your replacement item will be shipped.

Cancellations

Can I cancel my order?
If you wish to cancel an order, please contact us at support@elenamae.com  before the parcel has been dispatched. Once dispatched, cancellations are not possible, and the return procedure must be followed after delivery.

Damaged or Incorrect Items

What if I receive a damaged or incorrect item?
If you receive an item that is damaged or incorrect, please contact us promptly at support@elenamae.com and include clear photos of the issue. Once verified, we will arrange for either the correct item or a suitable replacement to be sent at no additional cost.

Shipping & Delivery

What are your shipping times?

• Order Cut-Off Time: 14:00 GMT
• Processing Time: 1–2 days (Monday to Friday)
• Package Transit Time: 4–6 days (Monday to Friday)
• Total Delivery Time: 5-8 business days

Do you offer free shipping?
Yes, shipping is free within The United States.

What if my order is delayed?
If the maximum time for order delivery has passed and your order still hasn't arrived, allow up to 2 extra days (Monday to Friday), and don't forget to use your tracking code. If your package still hasn't arrived, please contact us at support@elenamae.com, quoting your order number.

Payments

What payment option do you accept?
We accept Apple Pay, Google Pay, PayPal, Visa, Mastercard and American Express.