What to do if you receive a defective/incorrect item?
We apologize for any inconvenience caused by receiving a defective or incorrect item. Please follow the steps below to initiate the exchange process:
Step 1: Check Your Delivery: Upon receiving your package, carefully inspect the packaging for any visible damages. If damages are observed, please make a note with the delivery personnel or on the delivery receipt, if possible.
Step 2: Contact Us: To initiate the exchange process for a defective or incorrect item, contact us at support@elegance-urban.com. Provide the following information:
- The email address used during the purchase.
- Your reference number.
- Upload clear photos of the defective or incorrect item, as well as the packaging.
Step 3: Submit Your Request: After sending us the required information via email, our dedicated team will review your request and respond to you as quickly as possible.
Important Notes:
- You are allowed to keep the defective or incorrect item to minimize inconvenience.
- We may request additional information if necessary to process your request.
- If an exchange is approved, you will receive a confirmation email with the estimated delivery date.
*Additional Note: Please note that we do not offer free returns for a full refund. We only provide free replacement deliveries. If you prefer a full refund, you must return the item at your own cost. Refer to our Return Policy for more details.
Questions or Need Assistance? For any questions or assistance during this process, please contact our customer support team at support@elegance-urban.com.
Contact us
Website name: elegance-urban.com
Contact Form: Click here
Email: support@elegance-urban.com
Phone: +31 6 57773316
Adress: Hesselstraat 9, Diever, Drenthe 7981 CD, Netherlands
