Return and Refund Policy
Important Information
- Return Period: 30 days from the delivery date
- Return Costs: Customers are responsible for the return shipping costs. However, if the item is damaged or incorrect, we will cover the return shipping costs
- Restocking Fee: None
- Refund Timeframe: Refunds are processed within 7 days after receiving and approving the returned item(s)
- Exchanges: We accept exchanges
- Note: Our Return and Refund Policy is subject to our Terms of Service
Return Procedure
You can return items within 30 days from the delivery date. Returns requested after this period cannot be accepted.
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.
Before sending your items back, please make sure that they are:
- Unused, unworn, and unwashed
- Returned in their original packaging
- Complete with all original tags attached
Shipping Instructions
Once your return request is approved, we will provide the return address and detailed instructions. Please pack your return securely and send it using a reliable courier. We recommend using a tracked shipping service to help ensure safe delivery. Customers are responsible for the return shipping costs. However, if the item is damaged or incorrect, we will cover the return shipping costs.
Refunds
Once we receive and inspect your returned item, we will issue a refund to your original payment method. Refunds are processed within 7 days after receiving and approving the returned item(s).
Cancellations
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
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.
Exchanges
If you would like to exchange an item, please contact us at support@elenamae.com within 30 days of delivery.
To qualify for an exchange, items must be:
- Unused, unworn, and unwashed
- Returned in their original packaging
- Complete with all original tags attached
Once your request is received, our team will guide you through the exchange process.
Note: the original item must be returned first, and once it is received, we will ship your replacement item.
Restocking Fee
We do not charge any restocking fee.