Refund Policy

30 DAYS RETURN POLICY

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.  If your order arrived damaged or defective, you have 7 days after receiving your order to be eligible for a return or replacement. 

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

Please note that returns will not be accepted for any reason other than the item being defective, damaged, or not as described. Faulty returns are determined at the sole discretion of Elenorra. We do not accept returns for a change of mind unless agreed with our customer service.

RETURN & REFUND PROCESS

If you believe your item is eligible for a return, please contact our customer support at info@elenorra.com within the specified return period. Our team will provide you with the necessary instructions and a return authorisation if applicable. Items sent back to us without first requesting a return will not be accepted.

In the event of the return process (if applicable), the Seller shall return to the Consumer all payments received from him, excluding the costs of delivering the goods, without delay, and in every case no later than 10 business days from the day on which the Seller received a refund package. Once your return is received and inspected,  we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

The Seller will make the refund using the same methods of payment that were used by the Consumer in the original transaction unless the Consumer agrees to a different solution. In any case, the Consumer will not incur any fees in connection with this refund.

EXCLUSIONS

We do not accept returns for change of mind unless specifically approved by our customer service team. If a change of mind return is approved, customers will be responsible for return shipping costs, and original shipping fees will not be refunded.

CANCELLATIONS:

Once an order is placed, the purchaser has committed to the sale and declares that all information entered (including the shipping address) is correct. We are strictly unable to cancel, stop or reverse an order from being dispatched once placed unless specifically approved by our customer service team.

PRODUCTS:

Some items are made to order, and therefore may take extra time to dispatch. While we strive to display our products as accurately as possible during our quality control, items may display discrepancies in colour and size. This also applies to handmade items.

If you have any questions or comments about the return policy, please feel free to contact our customer service team. We will be happy to help you and strive to resolve any issues quickly and efficiently.

 info@elenorra.com