Policies
Delivery
Delivery takes place within 5-10 working days.
All «Made to Measure» orders are shipped for free, for international deliveries please double check availability of the service for your location and delivery time. To proceed with your order, you may be required to pay additional taxes specific to the State you are in. These additional fees cannot be collected by us, nor are they controlled in any way by our Online Store. Please remember that these are not the shipping fees: There are no additional shipping costs.
If your estimated delivery date doesn’t suit you, you have the option to select another date within 5 working days. Where available, you’ll also be able to select a timed window to receive your order.
CARRIERS
We work with several carriers, mainly with UPS, FedEx, and DHL.
TAXES
We ship to your destination on a DDU (Delivery Duty Unpaid) basis. This means that the prices displayed on site are exclusive of all taxes. Local sales taxes are calculated according to your shipping destination and itemized on the Order Summary page. Make sure you select your location to view the estimated local market pricing and delivery times.
policies
Exchanges & Returns
Exchanges
You can request an exchange for any item purchased on our website within 30 days of the delivery date. To initiate an exchange, you can log into your account and send us an email at elvienseshop@gmail.com. You will need the order number found in your order confirmation email.
Our dedicated Customer Care team will be happy to assist you with the process and provide you with the return shipping label and the necessary instructions. You can always reach them at elvienseshop@gmail.com.
We count on you to return the item(s) in the same condition in which you received them, with all tags attached and in their original packaging. Items that have been used, worn, washed, altered, or damaged will not be accepted, and will be sent back to you.
Please note that Made to Measure garments made on request are non refundable. See the contract terms for more information.
Online Returns
Please allow up to 7 business days to process your exchange or return request. If the new item costs less than the original item, we will issue a refund and process the new item as a new order. If the new item costs more than the original item, a new charge will be applied for the difference. Our client service team will inform you of any additional charges before proceeding with the exchange.
Policies
Refunds
In the event you are not completely satisfied with your purchase, you can initiate a return within 30 days of the delivery date. To do so, please contact us at elvienseshop@gmail.com. You will need the order number found in your order confirmation email. Once your request is approved, we will notify by email with instructions on how to return your item(s).
All items must be returned in their original condition, including all tags and packaging. Items that have been used, worn, washed, altered, or damaged will not be accepted for a return.
Refunds will be processed within 7 business days of receiving your returned item(s) and will be issued to the original form of payment. Please note that the returned amount usually takes up to 10 working days to appear in your statement. Shipping and related handling fees such as duties are non-refundable.
We take great care of the quality of our products and are committed to providing an unparalleled client experience. We hope that the above provides the flexibility and convenience you need when shopping with us. If you have any questions or concerns about our return process, please do not hesitate to contact our Customer Care team at elvienseshop@gmail.com.
This policy follows local and international laws and regulations and is subject to change without notice. For further information on exercising your rights, please see the Legal Area.
