We want you to love your Elsaleonie purchase. But if something isn’t right, we’re here to help. This policy explains how returns and refunds work, so you know exactly what to expect.

Return Window

You have 30 days from the day your order is delivered to start a return.

Condition of Items

To be eligible for a return, items must be:

• Unworn and unwashed

• Free of any stains, odors, or damage

• With all original tags still attached

• In the original packaging, if possible

We can’t accept returns that are worn, washed, altered, or missing tags. If an item doesn’t meet these conditions, we may refuse the return or charge a restocking fee.

Non-Returnable Items

Some things just can’t be returned:

• Final sale items

• Gift cards

• Items marked as non-returnable on the product page

How to Start a Return

Email us at service@elsaleonie.com with your order number and the reason for your return. If the item is defective or you received the wrong thing, please include a few photos. We’ll get back to you within 24 hours on business days with return instructions and the return address.

Please don’t send anything back before contacting us. Packages sent without prior authorization may be refused or delayed.

Return Shipping

You’re responsible for return shipping costs unless the item is defective or we sent the wrong item. In those cases, we’ll cover it.

We recommend using a trackable shipping method. We can’t refund items that never make it back to us.

Refunds

Once we receive your return and inspect it, we’ll send you an email to let you know it’s been approved. If approved, we’ll refund the purchase price to your original payment method within 5 to 10 business days. Shipping costs are non-refundable.

Please note that your bank or payment provider may take extra time to post the refund. That part is out of our hands.

Exchanges

We don’t offer direct exchanges. If you want a different size, color, or style, the fastest way is to return the original item and place a new order. That way you get exactly what you want without waiting.

Damaged, Defective, or Wrong Item

If your order arrives damaged, defective, or isn’t what you ordered, contact us within 7 days of delivery. Include your order number and photos. We’ll make it right—either send a replacement or issue a full refund, including any shipping costs.

Cancellations

Need to cancel an order? Email us as soon as possible. If it hasn’t shipped yet, we’ll cancel it and refund you in full. If it’s already on the way, you’ll need to return it once it arrives.

Late or Missing Refunds

If you haven’t received your refund yet, first check your bank account again. Then contact your credit card company or payment provider—it can take some time before a refund is officially posted. If you’ve done all that and still don’t see it, email us at service@elsaleonie.com and we’ll look into it.

Contact Us

Got questions? We’re here.

Email: service@elsaleonie.com
Phone: +852 3468 2917
Address: Elsaleonie, Room 1206, 12th Floor, 18 Hanoi Road, Tsim Sha Tsui, Kowloon, Hong Kong

Please note: this is our office and support address, not a return center. If you need to send something back, contact us first and we’ll give you the right instructions.

Thanks for shopping with Elsaleonie. We appreciate you.