Refund Policy
Our returns policy is binding and must always be followed.
We offer a 30-day return period, meaning you have 30 days from the date you receive your order to request a return.
Eligibility for a Refund
To qualify for a 100% refund, the following conditions must be met:
Product Condition
- The item must be unused, unwashed, and undamaged, in its original condition, with all tags and packaging intact.
Return Request Deadline
- You must request a return within 30 days of receiving your order.
Proof of Purchase
- A valid order number or receipt must be provided as documentation.
Proof Required
- A clear reason for the return, along with photos confirming the product is unused and in new condition, must be submitted.
Hygiene Products
- Certain products, such as underwear, beauty products, and cosmetics, cannot be returned due to hygiene regulations.
Return Process
Contact Customer Service First
- Before returning an item, you must contact customer service at info@elenza-london.com or use the contact form to request approval and receive return instructions.
Refund Processing
- Once your return is approved, the item must be sent to our warehouse before a refund is issued.
Return Shipping Costs
- Customers are responsible for the cost of returning their order.
Tracking Requirement
- Returns must include a track & trace code, which must be shared with us. This ensures we can confirm receipt of your return and process your refund. If no tracking code is provided, we cannot verify the return, and the refund request will be forfeited.
If your return request is approved, you will receive a return form with instructions. Your package must be returned to our warehouse.
Returns sent without prior approval will not be accepted, and the right to a refund will be forfeited.
Damaged or Incorrect Products
If your order arrives damaged or incorrect, please inspect your package upon receipt and contact us immediately.
For the fastest resolution, email us with clear photos showing the defect or incorrect item.
If your product is defective or incorrect, we will automatically send a replacement free of charge. Refunds are not offered unless a second replacement is also defective. In that case, a full refund will be provided, or you may choose to return the item.
If you prefer not to accept a replacement, you may return the product at your own expense after receiving approval from our team. Standard return conditions will apply.
Please note: We do not offer returns or exchanges for delivery delays.
Size Issues
If you receive an item in the wrong size, the original product must be returned before a refund or exchange can be processed.
Product Exchange
If you wish to exchange a product, the original item must first be returned. Once the return is approved, a new order must be placed separately for the replacement product.
Refund Processing
Once we receive and inspect your return, we will notify you of the approval or rejection.
If approved, a refund will be processed to your original payment method within 3-5 business days.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at info@elenza-london.com.
Important Information
As mentioned in our Shipping Policy, Elenza London works with trusted global suppliers, with products shipped directly from their warehouses. This approach helps us significantly reduce costs and offer competitive prices.
However, this means our returns process differs from traditional retailers. As our warehouse is located in Asia, all returns must be sent to our supplier’s warehouse.
Return Shipping Responsibility
Elenza London is not responsible for return shipping costs. If you plan to purchase multiple items to try, please keep in mind that return costs will apply for any unwanted products.
For any further questions, contact us at info@elenza-london.com. We are happy to assist you.