Key information:
- 14 day return period
- 7 days to process refunds
- No restocking fee (Except for uncollected orders)
- Shipping insurance costs are non-refundable
1. Introduction:
At Elegance-urban, we are committed to providing you with high quality products and an exceptional shopping experience. We understand that sometimes it may be necessary to make a return. Our returns policy is designed to be transparent and fair and to ensure a smooth process for our valued customers.
If you have any questions or concerns about our returns policy, please do not hesitate to contact our customer support team at support@elegance-urban.com. We are here to help you every step of the way.
Please take a moment to read the following policies and thoroughly understand our returns process.
2. Return eligibility:
Time frame: Customers must contact us within 14 days of the delivery date to initiate a return. Returns are valid within 7 days once the request is approved by the support team.
Returnable items: The following conditions must be met in order for a Product is eligible for return:
- The product must be in new and unused condition.
- It must be returned in its original packaging.
- All labels and accessories that came with the product must be intact and included in the return.
- The product must not show any signs of wear, damage or alteration.
Non-returnable items: Certain items are non-returnable due to hygiene and safety concerns. These include, but are not limited to:
- Underwear, including bras and panties.
- Cosmetic and skin care products.
- Personalized or customized items.
- Items that are specifically marked as non-returnable in their product descriptions.
- Any product that does not meet the above criteria.
We recommend checking the product descriptions and policies for each specific product before making a purchase to ensure it is returnable if necessary. If you have any questions about a product's eligibility for return, please contact our customer support team before making your purchase.
3. Return process:
Send an email: Send an email to our returns team at support@elegance-urban.com with the following information:
- Your Order number (e.g. #1234).
- The same email address you used when making your purchase.
Regarding returns, we have 4 options to choose from:
Option 1: Refund to the original payment method
- Requirements: The item must be returned and received in our warehouse.
- Processing Time: We will issue your refund within 7 business days of inspecting the returned item.
- Return costs: Please note that the return costs are the responsibility of the customer. These costs may vary due to our warehouse location in China. For exact prices, please contact your courier company. We recommend that you send the package with Track and Trace. This allows us to track the progress of the return and help you if necessary.
Option 2: Refund as store credit (100% store credit)
- Requirements: The item must be returned to our warehouse.
- Processing time: After checking the returned item, we will immediately issue store credit.
- Return shipping costs: Similar to option 1, customers are responsible for return shipping costs, which may vary depending on the shipping service provider's current tariff. We recommend checking exact prices with your courier company. Additionally, with this option you will receive 120% of the value of the item as store credit. This means you get more value for your return.
Option 3: Get a replacement for defective or incorrect items
- Requirements: You must provide pictures of the damaged or incorrect item.
- Return request: In this case, you do not have to return the original item.
- Costs: There are no additional costs for this option.
- Processing: We will send you a replacement as soon as we confirm that the item is damaged or incorrectly delivered.
Please note that it is important NOT to return the items to the address provided on the packaging as these items will NOT be accepted for return. We will email you with the correct return address.
4. Return shipping:
We understand that returning items to our China-based warehouses may cause some inconvenience and we apologize for any difficulties this may cause. To streamline the returns process and ensure the highest level of customer satisfaction, we ask that all returns be sent to our designated return address in China.
Return address notification:
- Please note that we will provide you with the specific return address once your return request is approved.
- You will receive an email notification confirming your return has been approved.
Tracking for safe returns:
- To ensure that your return is processed smoothly and efficiently, we kindly ask that the return package be sent using a tracking service.
- This allows us to monitor the progress of the return and ensure it reaches us safely.
*Please be aware that if we have not received the item in our warehouse, we are not obligated to issue a refund. The responsibility for the return shipment lies with the buyer.
5. Refund/exchange/replacement processing:
Refund to the original means of payment:
- After we receive your returned item and our returns team has verified the condition of the product, the refund will be initiated to your original payment method.
- Please note that depending on your bank's processing time, it may take approximately 7 business days for the refund to appear in your account.
Store credit:
- If you choose in-store credit as your preferred refund method, it will be issued immediately after our returns team confirms the return and inspects the product.
- You can use this store credit for future purchases on our website.
Exchange:
- If you request an exchange and it is approved, the replacement product will be shipped immediately.
- We understand the importance of a timely exchange and strive to get your new product to you as quickly as possible.
Substitute:
- If you receive a replacement for a damaged or defective item, our team will confirm the replacement immediately upon receipt of your request.
- Once confirmed, we will immediately dispatch the replacement product to minimize any potential disruption to your shopping experience.
*Please note that specific refund and replacement timelines may vary in individual cases.
6. Damaged or incorrect items:
We understand that sometimes problems can arise and we are here to make it right. If you receive an item that is defective, damaged during shipping, or not the same size/color as you ordered due to our error, we are at your service. In such cases we will replace it free of charge. We do not offer refunds in these cases.
- Transport damage: If your order arrives with visible transport damage, please let us know immediately (within 14 days). We will coordinate the return process and ensure you receive a replacement at no additional cost.
-
Wrong Size/Color (Our Error): If you receive a different color/size than what you ordered due to our error, we apologize for any inconvenience this may cause. Rest assured we will send you the correct item. To initiate this process, please consult support@elegance-urban.com for step-by-step instructions.
In these situations, you may We may request specific details or photos to help us process your replacement and ensure a quick resolution. Our returns process is designed to streamline this process and make it as hassle-free as possible for you.
7. Customer responsibilities:
If you use our convenient return process please ensure that you:
- Pack the product securely: Pack the product securely to avoid damage during transportation.
- The customer is responsible for return shipping and we cannot issue a refund until we receive the returned item. Therefore, we strongly recommend using a track and trace service and marking the shipment as "RETURN" to ensure a smooth return process and accurate tracking.
8. Policy changes:
We are committed to providing you with the best possible shopping experience. Our returns policy may evolve over time to better meet your needs and comply with applicable laws and regulations. To ensure that you are always aware of any changes, we will:
- Notification: Notify you of any changes to our returns policy by posting updates on our website. These updates will be clearly marked when they come into effect.
- Review: We encourage you to review our returns policy regularly, especially before making a purchase. This will help you stay informed of any changes and how they may affect your rights and responsibilities as a customer.
- Continued Use: Your continued use of our Services and purchase from us after any changes to the Policy constitutes your agreement to the revised terms of the Returns Policy.
We are committed to transparency and will do our best to make any changes to our returns policy easily accessible and understandable.
9. Pickup point & rejected orders:
- If a delivery is refused or a package is not collected, the item will be returned to our warehouse. In such cases, we offer a partial refund of 75% of the order value (minimum £20). The remaining 25% will be retained as a restocking fee to cover the costs of restocking.
- Alternatively, customers can also opt for a free reshipment. However, this option must be reported to us within 15 days of receiving the notification about the refused or unclaimed package.
10. Contact information for returns and support:
If you have any questions, concerns, or desire to initiate a return, please do not hesitate to contact our dedicated customer support team. We are here to help you. You can contact us via the following methods:
- Email: For inquiries and returns, please send us an email to support@elegance-urban.com
- Contact form: You can also easily reach us using our online contact form. [Click here to open the contact form].
Our customer support team operates during the following business hours:
Business hours:
- Monday to Friday: 8:00 a.m. to 6:00 p.m
- Saturday: 10:00 a.m. to 4:00 p.m
We strive to respond to your inquiries promptly and efficiently. Our standard response time is usually within 12 hours. However, please understand that during peak or busy periods our response time may be longer. Rest assured, we are committed to addressing your concerns as quickly as possible.
Start a return: [Click here to open the contact form].
