Thank you for considering our business! We strive to provide high-quality products that meet your unique needs and expectations. However, we understand that sometimes things don’t work out as planned, which is why we have a comprehensive return/refund policy in place.
IN STOCK ITEMS: If you are not completely satisfied with your order, you may return the unaltered product in its original packaging within 30 calendar days of receipt. Please include your name and order number when sending a refund request. Upon receipt and inspection of product, a refund of purchase price will be issued. If you received a “free gift with purchase” as part of a deal of the returned item, you must also return that item or the price difference will be deducted from refund. Exceptions only apply to returns due to damage.
CUSTOM ORDERS: We strive to ensure customer satisfaction with every purchase. However, we understand that sometimes refunds are necessary. Therefore, we have established the following refund policy:
1. Custom orders cannot be refunded or exchanged once the order has been placed and production has begun. This is because custom orders are unique and specifically made for each individual customer.
2. If there is an issue with the product received, such as a defect or damage during shipping, please notify us within 48 hours of delivery. We will review the issue and work with you to find a solution, which could include a refund or replacement.
3. If a refund is approved, it will be issued in the original form of payment within 7-10 business days.
4. Please note that shipping fees are non-refundable, and customers are responsible for return shipping costs, unless the issue is due to a mistake on our end.
DAMAGED ORDERS: If your item arrives damaged due to shipping, it will either be repaired or replaced depending on the amount of damage. Item must be returned in its original packaging within 5 calendar days of receipt. Please include your name and order number when sending your request. If you received a “free gift” with the purchase, you may keep it.
UNDELIVERABLE/UNCLAIMED: Buyer is responsible for confirming correct delivery address prior to shipping. If an item is returned due to undeliverable or unclaimed status, buyer’s account will be refunded the purchase price minus shipping and restocking fees.
LOST / STOLEN ITEMS: All packages are insured by our preferred carrier. Elle Livous will assist in processing claims. If package is marked “delivered” by carrier, it is at their discretion to approve any claims.
SHIPPING FEES: You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. Exceptions are made when refund is due to store’s error.
ALL RETURNED ITEMS MUST BE SENT BACK UNALTERED AND IN ITS ORIGINAL PACKAGING.
PERISHABLE ITEMS SUCH AS FOOD & FLOWERS, AS WELL AS PERSONAL CARE ITEMS ARE NON-REFUNDABLE.
CLEARANCE ITEMS & ITEMS MARKED “ALL SALES ARE FINAL” ARE NON-REFUNDABLE.
Where do I send returns?
Please send return requests to sales@ellelivous.com. Every effort will be made to respond within 24 hours to the contact information you have provided. Once you receive a confirmed RA#, please mark it clearly and send the package to 4827 Old National Hwy, Unit #2323, College Park, GA 30337. Do not send any returns to the manufacturer. We strongly suggest that you purchase optional tracking confirmation. We are not responsible for lost/stolen packages.
How long does it take to receive my refund?
You will be sent a notification once the return has been received. We will notify you again within 24 hours once the product has been examined and confirmed refundable. Payments will be issued in the form in which it was received and should be posted back to your account within 7 to 10 business days.
What happens if I have not seen my refund after the allotted time?
Please contact your bank or credit card company first to confirm. If they are unable to locate your refund, please contact sales@ellelivous.com.