SHIPPING & RETURNS
You can return any item for a refund within 14 days of receiving the delivery of your original order.
If you return an item within 14 days, we’ll refund the price you paid for your item – this includes sale-priced items, excluding the original delivery charges (as it costs us to get the package to you).
Items returned that are not within 14 days after you contacted us to request the refund will not be refunded. If you then want these items returned to you, you will be required to cover the return delivery cost or the item(s) will be disposed of.
All goods will be quality inspected upon receipt to ensure the returned item has not been worn and all packaging and labels are present.
If any of the below-mentioned cases are present, then we reserve the right not to give you a refund (or discretionary ELVENY gift voucher/store credit). If you then want these items returned to you, will be required to cover the return delivery cost.
We do not refund in any of these cases:
if the SEAL has been broken or taken off from a product (please do not attempt to put the seal back as it was from the factory because we will know).
if the product has been used.
the product has not been used, but the package has been damaged and it is in unsellable condition.
products that are under clearance campaign offers.
The goods are your responsibility until they reach our returns warehouse, so please make sure it’s packed up properly and can’t get damaged on the way. You must retain the tracking details for your return as you are responsible for items lost in transit to our returns centre (and any claims you need to make with the carrier).
All returned items should be sent in their original condition and packaging including bags, boxes or small gifts.
Refunds can only be processed back to the payment method originally used for your order.
Returns are normally processed within 14 working days following receipt of the returned item.
Please allow between 1-7 working days for the refund to appear in your account as this can vary between payment providers.
The return cost is your responsibility, and that is not refundable. The cheapest option is Parcel2Go https://www.parcel2go.com/ (around £3.2 per package) or Royal Mail (around £5). You can of course choose your own carrier to return your item if you wish.
International customers are required to cover the return cost of any returns.
Returns from outside of the United Kingdom should be marked ‘RETURN OF GOODS’ or you may have additional charges deducted from your refund to cover import duty and/or taxes.
Please send the products back to our address:
Apartment 4, 61 Shadwell Street,
West Midlands, Birmingham,
HOW LONG WILL MY REFUND TAKE?
A typical refund can take up to 14 working days from receipt of your returned item into our office, followed by 1-7 days for the refund to make its way through the banking system into your account.
All returns are quality checked – items should be returned in a new and unused condition with labels attached and sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.
If you’ve waited more than 14 working days from the day you returned your item and have received no email from us then please get in touch at email@example.com and provide us with a photo of the tracking receipt you were given.
If your order has been ‘Lost in Transit’ by the carrier, we will refund you within 5 working days following a confirmation from the carrier that there have been no physical scans of the shipment for a period of 14 days. This allows the carrier to complete their investigation and make attempts to locate the lost shipment for you.