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 an exchange:
- Drop us an email with your exchange request at hello@eloisethebrand.com, with your order information (including your digital order invoice, image proof of the defect(s), a detailed description of the incident, and the preferred item(s) to be exchanged with) within 5 days of receiving your items. More details on the issue may be required, hence, it would be advisable to get in touch with us right away.
- Once your request has been approved, instructions on the process (e.g., return address) will be sent to you. The customer will be required to make arrangements for the return of the item(s) in their original packaging and conditions via the customer's preferred courier provider, with costs borne by the customer.
- Upon receiving the returned item(s) at our warehouse, the item(s) will be inspected within 3 - 5 business days. If the item(s) are returned in their original condition(s), the item(s) of your exchange request will be processed for delivery to your designated address.
- Your selected item(s) of exchange should reach you within 4 - 8 business days from confirmation.
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 a refund:
- Drop us an email with your exchange request at hello@eloisethebrand.com with your order information (including your digital order invoice, image proof of the defect(s), a detailed description of the incident, and the preferred item(s) to be exchanged with) within 5 days of receiving your items. More details on the issue may be required, hence, it would be advisable to get in touch with us right away.
- Instructions on the process (e.g., return address) will be sent to you. The customer will be required to make arrangements for the return of the item(s) in their original packaging and conditions via the customer's preferred courier provider, with costs borne by the customer.
- Upon receiving the returned item(s) at our warehouse, the item(s) will be inspected within 3 - 5 business days. If the item(s) are returned in their original condition(s), a refund for the approved item(s) will be processed. Funds should reach you within 5 - 10 working days from confirmation.
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: For all refunds and exchanges, all items must be in their original received condition and packaging. Any breakage or damage(s) found, in exception of the issues discussed, will not be accepted. We seek your kind understanding as a majority of our items are fragile by nature.