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Returns and Exchanges

EXCHANGES & REFUNDS
Our team is dedicated to running quality checks on each and every item that leaves our premises. As such, only faulty items, or items damaged en route to your designated address, will be eligible for refunds and/or exchanges.

If you have received a faulty item, we sincerely apologise and will work to process your item's return as quickly as we can.

To request for an exchange, here's how:

  1. Drop us an email at hello@eloisethebrand.com with your order information (attached with a screenshot of your digital purchase invoice), image proof of the defect(s), with a detailed description of the incident, and your preferred item(s) to be exchanged with within 5 days of receiving your items.
  2. Your request will be processed and responded to within 1 - 3 working days.
  3. More details on the issue may be required, thus, it would be advisable to get in touch with us right away. Once your request has been approved, we will arrange a collection date to retrieve the item(s) from your designated address, free-of-charge. However, do note that delivery charges will apply to ship the exchanged goods from our warehouse to your designated address, and will be advised at the time of your request approval.
  4. Upon receiving the returned item(s) at our warehouse, your exchangeable item(s) will be processed for delivery to your designated address.

You may exchange your purchased item(s) for alternative products of equal or lower value. The appropriate exchange value would be between the final amount paid at check out (after discounts and vouchers have been applied) and the current price stated for the desired product(s) at the time of request. Any discrepancies in value will not be refunded.

To request for a refund, here's how:

  1. Drop us an email at hello@eloisethebrand.com with your order information (attached with a screenshot of your digital purchase invoice), image proof of the defect(s), with a detailed description of the incident within 5 days of receiving your items.
  2. Your request will be processed and responded to within 1 - 3 working days.
  3. More details on the issue may be required, thus, it would be advisable to get in touch with us right away. Once your request has been approved, we will arrange a collection date to retrieve the item(s) from your designated address, free-of-charge.
  4. Within 7 working days of retrieving your returned order, you will receive a refund of the final amount paid for the returned item(s).

Most of our products are 100%, if not partially, handmade. Hence, any discrepancies in colour and make are not eligible for returns and/or refunds.

 

Note: All orders are only eligible for a one-time refund or exchange. For all refunds and exchanges, all items must be in their original received condition and packaging.