At Elvetrees, your satisfaction is our top priority. We understand that sometimes an item may not be the perfect fit or may not meet your expectations. We offer a straightforward return and exchange policy to ensure you can shop with complete confidence.
1. Return Eligibility
- Time Frame: You have 30 days from the date of delivery to initiate a return or exchange.
- Condition: To be eligible for a return, your item must be:
- Unworn and unwashed.
- Free of any stains, odors, pet hair, or signs of wear.
- With all original tags and packaging intact.
- Non-Returnable Items: For hygiene reasons, we cannot accept returns on:
- Mens Pyjamas and Kids Pyjamas that have been worn or opened.
- Any items marked as “Final Sale” or “Clearance” (if applicable).
2. How to Initiate a Return
To start your return, please follow these simple steps:
- Contact Us: Send an email to [email protected] with the subject line “RETURN REQUEST – [Your Order Number]”. Please include the reason for your return and attach photos of the item (if there is a quality issue).
- Receive RMA Number: Our customer service team will respond within 2 business days with a Return Merchandise Authorization (RMA) Number and the return shipping address.
- Ship the Package: Securely pack the item(s) in the original packaging (if possible), include your order confirmation or a printed copy of the RMA email inside the box, and mail it back to us. Items returned without an RMA Number may not be accepted.
3. Exchanges
If you wish to exchange an item for a different size, color, or style:
- Please indicate your exchange preference when you email us.
- We will process the exchange once we receive and inspect your returned item.
- Important: Exchanges for the same value will be shipped back to you at no additional shipping cost within the United States. For international exchanges, the customer is responsible for the return shipping cost to us, and we will cover the reshipping cost for the new item.
4. Refunds
- Processing Time: Once we receive your return, please allow 3–5 business days for our team to inspect the item.
- Refund Method: If approved, your refund will be credited back to your original payment method (credit card, PayPal, etc.).
- Refund Notification: You will receive a confirmation email once the refund has been processed. Please note that it may take an additional 5–10 business days for the refund to appear in your account, depending on your bank or payment provider’s processing times.
- Shipping Costs: Original shipping fees (Flat/Express/VIP Express) are non-refundable, unless the return is due to an error on our part (e.g., wrong item sent or defective product).
5. Damaged, Defective, or Wrong Items
We take great care in quality control. However, if you receive an item that is damaged, defective, or not what you ordered, please contact us immediately at [email protected] within 7 days of delivery.
- Please include your order number and clear photos/videos of the issue.
- We will arrange a full refund or a replacement at no additional cost to you, and we will reimburse your return shipping costs in these specific cases.
6. Return Shipping Costs
- Customer Responsibility: For all other returns (size, fit, or “change of mind”), the customer is responsible for the return shipping fees.
- We recommend using a trackable shipping service for your return, as Elvetrees is not liable for packages lost or damaged in transit back to us.
- We do not provide prepaid return labels; you will need to arrange and pay for the return shipment through your local postal service or courier.
7. International Returns
- Please clearly mark the package as “RETURNED GOODS” on the customs declaration form to avoid any customs or tax charges being applied to the return. Elvetrees reserves the right to deduct any customs/duty fees incurred on return shipments from the final refund amount.
8. Contact Us
If you have any questions about our Returns Policy, please don’t hesitate to reach out:
📧 Email: [email protected]
(Please allow up to 24 hours for a response on business days.)