Return & refund policy

30-Day Return & Exchange Policy

We take pride in the quality of our products and offer a 30-day return and exchange policy. If you're not completely satisfied with your purchase, you have up to 30 days from the date of receipt to request a return or exchange. Simply reach out to us at info@eloramuse.com with your request. Please note that returns cannot be processed beyond this timeframe.

We sincerely apologize for any delays in responding to inquiries. Our small team has been experiencing an unusually high volume of emails over the past few weeks. Rest assured, we’re doing our best to get back to everyone as soon as possible. If you haven’t received a response, please check your spam folder, and if you still don’t see our reply, feel free to contact us using a different email address.

 Returns & Exchanges

Important: Customers are responsible for paying the shipping costs for returning or exchanging non-defective items. Each order qualifies for a single return or exchange.

To be eligible for a return or exchange, items must be in their original condition—unworn, unwashed, undamaged, and with all original tags attached.

Items Not Eligible for Return or Exchange:

  • Final sale items and special promotional offers are non-returnable and non-exchangeable (this will be clearly stated on the product page).

Returning Defective Products:

If you receive an incorrect, defective, or damaged item due to shipping, please contact our customer service team to start the refund or exchange process. Requests for returns or exchanges will only be processed after our team has verified the issue.

How to Initiate a Return or Exchange:

  1. Contact Us: Send an email to our customer service team at info@eloramuse.com, specifying which items need to be returned or exchanged. You will receive authorization and the return/exchange address.
  2. Follow the Instructions: Our team will provide detailed steps to process your return or exchange.
  3. Processing Time: Refunds are typically issued within 14 business days after we receive your package. If you opted for an exchange, we will process the new order after confirming receipt of your return. You will receive an email confirmation once your refund has been issued to your original payment method.

Our Commitment to Sustainability:

As a brand that values sustainability, we strive to reduce our environmental impact while ensuring a smooth return process for our customers. Our goal is to provide the best solution for you while making returns as easy as possible.

 

  

Can I Modify or Cancel My Order?

  1. You can make changes or cancel your order free of charge before it has been dispatched.
  2. Unfortunately, once an order has been shipped, we are unable to make any modifications or process cancellations.
  3. If you cancel your order before it is shipped, you will receive a full refund, which will be credited back to your original payment method. A confirmation email will be sent once the refund is processed.

Refund Policy

Whenever possible, we suggest opting for an exchange if the item is available. However, if you prefer a refund, the amount refunded will depend on the following factors:

  1. If no discounts or promotional offers were applied to your order, you will be refunded the full amount based on the item's original price listed on our website.
  2. If your order included any discounts or promotions, your refund will reflect the actual amount paid after deducting the applied discounts.
  3. Please note that shipping costs are non-refundable.

Refund Processing Time

Once our team has received and inspected your returned parcel, your refund will be processed within 14 business days. Refunds will only be issued to the original payment method used for the purchase.

Need Assistance?

For any inquiries or further assistance, feel free to contact us via email at info@eloramuse.com.