At Elen, we want you to be completely satisfied with your purchase. If you are not satisfied for any reason, we offer a hassle-free return/exchange policy to ensure your shopping experience is enjoyable.
Refund Policy:
- We have a no refund policy, however there is a size exchange and a return for store credit option.
- Shipping costs are non-refundable.
- Notify us within 24 hours if your parcel shows 'delivered' but you haven't received it.
- We may not address delivery issues reported after 24 hours.
- Elen reserves the right to refuse returns not meeting return/exchange requirements.
Eligibility
To be eligible for a store-credit/exchange, please ensure that:
- The item is unused, unworn, and in the same condition as when you received it.
- The items you wish to return/exchange, must be filed within 5 days of receiving your order.
- The item is accompanied by the original proof of purchase (tags, order number, receipt, or invoice).
Please note you will be responsible for the return shipping costs.
Elen reserves the right to refuse returns that do not meet our return requirements.
Steps for Size Exchange
- For size exchange, please mail hellolabelelen@gmail.com with your original order number along with all necessary details of the exchange within 5 days of receiving the product.
Use the mail subject as ‘EXCHANGE’
- You can either:
a) Ship the item back to us using a trackable and insured shipping method. You are responsible for the return shipping costs, and we will charge ₹100 for dispatching the new product.
b) Request us to arrange the return pickup—in this case, there will be a ₹300 charge, which covers both the return and dispatch of the new product.
- Our team will inform you once we receive the courier and confirm the size change. The exchanged piece will be couriered back to your address once with no additional courier charges.
Steps for Return/Style Change:
- To initiate a return, please email hellolabelelen@gmail.com within 5 days of receiving the product. Include your original order number and the reason for the return. The product should be in an unused and unworn condition.
- In the email subject line, please write 'RETURN - [Your Name]
- Please ensure that the returned items are in the same condition as when received, including the original packaging, respective tags, and dust-bags. The tags should remain intact.
- You can either:
a) Ship the item back to us using a trackable and insured shipping method. You are responsible for the return shipping costs, and we will charge ₹100 for dispatching the new product.
b) Request us to arrange the return pickup—in this case, there will be a ₹200 charge, which covers the return and will be deducted from your store credit.
- Once we receive the return courier, our team will notify you. We will confirm the store credit if the product is unused and has the same tags as it was originally received with. Otherwise, we will send back the unsaleable product to you.
- For a style exchange, you can redeem the store credit for a purchase of your choice once it is received.
Damages and issues
If you receive a damaged or defective item, please contact our customer support team immediately. We will assist you in resolving the issue promptly by offering a replacement or refund.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Contact Us
If you have any questions or need further assistance regarding our return policy, please feel free to contact our customer support team at hellolabelelen@gmail.com. We are here to help!
