At Eliana Shop, we want you to have a positive shopping experience from beginning to end.
If an eligible product doesn't meet your expectations, our 15-day free return and exchange service is designed to make resolving the issue more convenient.
Please read the following policy to understand how returns, exchanges, and refunds are handled.
1. 15-Day Return & Exchange Service
Eligible items may be returned or exchanged within 15 days of the date you receive your order.
To qualify, products should generally be in their original condition and meet the following requirements:
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Unused and free from signs of wear
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Unwashed, where applicable
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Not damaged through improper handling or misuse
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Complete with all original accessories and components
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Accompanied by original product tags, where applicable
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Returned in their original packaging whenever reasonably possible
Please note that eligibility may depend on the nature and condition of the product.
2. Free Returns & Exchanges
We provide complimentary return and exchange services for eligible requests made within the 15-day return period.
For approved requests, our customer service team will provide return instructions and an applicable no-cost return method.
Customers should contact us before sending any items back to ensure the return is handled correctly.
3. Starting a Return
If you would like to return or exchange a product, please email our customer service team at customer@elianashop.com.
To help us review your request, please include:
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Your order number
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The email address associated with your purchase
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The product you wish to return or exchange
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A brief explanation of your request
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Supporting photographs if the item is damaged, defective, or incorrect
Our team will review your request and provide the applicable return instructions.
Please do not send any products to an address without first receiving the appropriate instructions.
4. Receiving a Damaged or Incorrect Product
If your order arrives with a damaged, defective, missing, or incorrect item, please contact us as soon as reasonably possible.
We may request photographs or other relevant information to help identify the issue.
After reviewing the circumstances, we will work with you to provide an appropriate resolution, which may include a replacement, exchange, refund, or another remedy required by applicable law.
5. Items That Cannot Be Returned
Certain products may be excluded from returns for hygiene, safety, or other legitimate reasons, where permitted by law.
These may include:
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Products that have been significantly used
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Items damaged by misuse or improper handling
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Products that have been modified or altered
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Certain personal-care or hygiene-sensitive items
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Personalized or custom-made products
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Items clearly marked as final sale before purchase
These exclusions do not affect any non-excludable consumer rights.
6. Exchanging Your Purchase
If you would prefer a different variation of an eligible product, please contact us during the 15-day return period.
Exchange requests are subject to current product availability.
If your preferred replacement is unavailable, our support team will help you explore the available alternatives or arrange an eligible refund.
7. Refunds & Payment Processing
Once your approved return has been received and inspected, we will process the applicable refund.
Approved refunds are generally issued using the original payment method.
The time required for the refunded amount to appear in your account may vary depending on your financial institution or payment provider.
Original VIP Fast Shipping or other premium delivery charges may be non-refundable, except when the return results from our error or applicable law requires reimbursement.
8. Cancelling or Updating an Order
If you need to cancel or make changes to an order, please email us as soon as possible.
We will make reasonable efforts to accommodate your request before dispatch.
However, once an order has been processed or handed over to the shipping carrier, cancellation or modification may no longer be available.
9. Your Legal Rights
This policy does not limit or replace any mandatory consumer rights available under applicable law.
If the consumer protection laws in your country or region provide additional rights regarding returns, refunds, cancellation, or defective goods, those rights will continue to apply.
10. Return & Exchange Assistance
For help with an eligible return, product exchange, or refund inquiry, please contact:
Email: customer@elianashop.com
Website: elianashop.com