Refund policy
U.S. Return Policy
You are eligible to return full-priced items within 14 days of receiving your order.
Initiate US Return: Please contact us at info@shopelae.com with your order number and reason for return. Once you've submitted your return request you will receive a prepaid return label by email. A return fee of $15 will be deducted from your final refund.
Please send the items within 7 days of receiving your label. Returns submitted or shipped outside this timeframe cannot be accepted.
- Items must be unworn, unused, and in original condition
- All tags and original packaging must be intact
- No signs of wear, makeup marks, staining, washing, or fragrance
Elaé is not responsible for items lost or damaged during 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.
Initiate International Return: Please contact us at info@shopelae.com with your order number, reason for return, and return of choice. We will follow up with return instructions and the address to which you can ship the items with a carrier of your choice.
Please send the items within 7 days of receiving your label. Returns submitted or shipped outside this timeframe cannot be accepted.
- Items must be unworn, unused, and in original condition
- All tags and original packaging must be intact
- No signs of wear, makeup marks, staining, washing, or fragrance
Elaé is not responsible for items lost or damaged during return transit.
Return Costs
- U.S. Orders: We accept returns and will provide a prepaid label. For U.S. orders, a $15 flat return shipping fee will be deducted from your refund. 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.
Once your exchange is approved, we’ll send you a prepaid return shipping label (U.S. orders only). Your replacement item will be dispatched once the original item is received and inspected.
Please allow 1–2 business days for a response from our team.