Refund policy

At ELVA, customer satisfaction is at the heart of everything we do. We take pride in offering thoughtfully curated, high-quality products and a seamless shopping experience. If for any reason you are not completely satisfied with your purchase, we’re here to help.

Return Window

You may request a return within 14 days of receiving your order.

To be eligible for a return:

  • The item must be unused, unopened, and in original packaging
  • The product must be in the same condition as delivered
  • Proof of purchase (order number/email) is required

Non-Returnable Items

For hygiene and safety reasons, the following items are non-returnable:

  • Personal care, wellness, or beauty products that have been opened or used
  • Items marked as Final Sale
  • Gift cards

Refund Process

Once your return is received and inspected:

  • Approved refunds will be issued to the original payment method
  • Refunds are processed within 5–7 business days
  • Shipping charges are non-refundable unless the item arrived damaged or incorrect

You’ll receive a confirmation email once your refund is processed.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery with:

  • Your order number
  • Clear photos of the item and packaging

We’ll arrange a replacement or full refund at no additional cost.

Exchanges

We currently do not offer direct exchanges.
If you’d like a different item, we recommend returning the original product (if eligible) and placing a new order.

International & Dropshipping Orders

As an international dropshipping brand:

  • Return shipping costs are the responsibility of the customer (unless item is defective)
  • Delivery timelines may vary based on location and customs clearance
  • We are not responsible for delays caused by customs or carrier issues

How to Start a Return

To initiate a return or refund request, please contact our support team:

  support@elvastores.com
  Response time: within 24–48 business hours

Our Promise

We believe luxury is not just about products—it’s about trust, transparency, and care.
Every request is reviewed personally to ensure a fair and respectful resolution.

Thank you for choosing ELVA.