Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@elymae.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll 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 contact@elymae.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 make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


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, with tags, 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, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@elymae.com.

Important: Please read our return policy carefully. No exceptions will be made, as you agreed to the terms and conditions at the time of purchase.

Returns:

  • Timeframe: You have 14 days from the receipt of your product to initiate a return. If 14 days have passed, we are unfortunately unable to offer a refund or exchange.
  • Conditions: The returned product must be in the same condition as when you received it—unused and in its original packaging. For products where hygiene is important, these must be thoroughly cleaned before starting the return process.
  • Exclusions: Due to hygiene reasons, certain products cannot be returned, such as underwear, lingerie, tights, and specific personal care items.
  • Process: If you wish to return a product, email us at contact@elymae.com with your order number, the reason for return, a photo of the product (if damaged), and your contact details.

Refunds:

  • Procedure: Once we receive and inspect your return, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be automatically processed and applied to your credit card or original payment method within 30 days.
  • Late or Missing Refunds: If you haven’t received your refund after 30 days, first check your bank account. If it still hasn’t arrived, please contact us at contact@elymae.com.

Costs:

  • Return Shipping Costs: Customers are responsible for return shipping fees. We recommend using a tracked shipping service, as we are not responsible for lost returns. Returns must be shipped to China, and costs start at €20, which are borne by the customer.

Exceptions:

  • Defective or Incorrect Products: If you receive a defective or incorrect product, we will replace it at no additional cost. If the replacement is still incorrect or defective, you will receive a full refund of the purchase price.
  • Cancellations: Orders cannot be canceled after they are placed due to our automated system.

For any questions or further information about our return policy, please feel free to contact us at contact@elymae.com.