Refund Policy
U.S. Return Policy

You are eligible to return full-priced items within 14 days of receiving your order.

  1. Email us: Send your order number and reason for return to info@shopelae.com.
  2. Get your label: We will email you a prepaid return label. A $10 return fee will be deducted from your final refund.
  3. Ship it back: Mail your items within 14 days of receiving the label. We cannot accept returns requested or shipped outside these timeframes.

All sale items are final sale and are not eligible for returns, exchanges, refunds, or store credit.

Items must be unworn, unwashed, and in original condition with all tags and packaging intact. Elaé is not responsible for items lost or damaged in return transit.
International Return Policy

You are eligible to return full-priced items within 14 days of receiving your order. Shipping return costs for international orders are the customer's responsibility.

  • Step 1: Email info@shopelae.com with your order number and reason for return.
  • Step 2: Mail items using your chosen carrier within 14 days of receiving our instructions and return address.

All sale items are final sale and are not eligible for returns, exchanges, refunds, or store credit.

Items must be unworn, unwashed, and in original condition with all tags and packaging intact. Elaé is not responsible for items lost or damaged in return transit.
Return Costs

U.S. Orders: A $10 flat return shipping fee will be deducted from your refund. We will provide a prepaid shipping label. Please note that all returns must have all original tags attached and be in unworn condition.

International Orders: Return shipping costs are the customer's responsibility. To initiate a return, please contact us at info@shopelae.com with your order number and reason for return. We will follow up with return instructions.
Returns and Refunds Processing

Once we receive and inspect your return, your refund will be processed within 5-10 business days and issued to your original payment method. Please note that any applicable shipping and return fees will be deducted from your refund. Additionally, it may take 3-7 business days for your bank or credit card provider to post the refund to your account.

Please note:

  • Original shipping costs are non-refundable
  • Duties, taxes, and customs fees are non-refundable on change-of-mind returns
  • Orders paid partially or fully with a gift card will be refunded as store credit

International customers may contact their local customs office to request a refund of duties and taxes paid.
Faulty Items

If you have received a faulty item, please contact us at info@shopelae.com within 7 days of receiving your order. Be sure to include supporting images so we can assess the issue. Our team will get back to you within 48 hours.

Please note:

  • Items that have been worn, misused, or improperly cleaned (including dry cleaning) are not considered faulty.
  • We strongly recommend choosing your dry cleaner carefully, as we cannot reimburse for damage caused after purchase.
  • Claims made outside of the 7-day window are not eligible for review.

If your item is deemed faulty, we’re happy to offer a repair or replacement. If neither is possible, and the item is unworn, a refund will be issued.
Exchanges

For exchanges please email us at info@shopelae.com with your order number, the item you would like to exchange, and the preferred style and size.

Exchanges are subject to availability and must be requested within 14 days from delivery.

U.S. Exchanges:
Once your exchange is approved, we will provide a prepaid return shipping label via email. Your replacement item will be dispatched once the original item has been received and inspected at our New York studio.

International Exchanges:
Please note that we do not offer prepaid return labels for international exchanges. Customers are responsible for the return shipping costs and the shipping fees for the replacement item. Additionally, because duties and taxes are paid to local governments at the time of import, these fees are non-refundable and may be reassessed by your local customs office upon the arrival of your exchange.