PLEASE NOTE
We do not offer free returns.
All return shipping costs are the responsibility of the customer.
Is it possible to return my order?
Yes, it is possible to return your order.
If you are not satisfied with the items you have received, you may return them within 30 days of delivery.
To qualify for a return, the following conditions must be met:
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The return must include all original parts, components, and packaging exactly as received.
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The item must be in its original condition — unused, undamaged, and clean.
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Products involving hygiene must be thoroughly cleaned before returning.
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We reserve the right to deduct shipping costs and refuse returns that do not meet these conditions.
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Returns are processed within 7 working days after receipt. Once reviewed and approved, you will receive official confirmation via email.
Elliot & Grace reserves the right to refuse returns if we suspect that items have been used, worn, or damaged beyond our control.
How can I return my order?
If your order meets the above requirements, please follow these steps to start the return process:
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Send an email to: contact@elliotgrace.com
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Include the following details in your message:
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Your order number
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The reason for your return request
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A photo of the product (in case of damage or defect)
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Your full name
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Your address
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⚠️ Do not return your parcel to the sender’s address.
Once we review your request, we’ll provide you with the correct return address of our central warehouse.
All return shipping costs are the responsibility of the customer.
Cancellation Policy
An order can be cancelled within 1 hour of being placed by contacting our customer service team.
After this period, your order will already be in processing and cannot be cancelled.
Because we use a fully automated processing system, it’s not possible to stop the shipment once it begins.
If your order has already shipped, please wait until you receive it, and then initiate a return following the procedure above.
Right of Withdrawal
Consumers have a 30-day right of withdrawal starting from the day the goods are received.
To exercise this right, please notify us of your decision to withdraw by sending a clear written statement via email to contact@elliotgrace.com.
The withdrawal becomes valid once we have received the returned goods.
Return shipping costs are borne entirely by the customer.
Please note that longer transit times may occur for returns traveling from or to Asia.
If the goods are already en route, cancellation is no longer possible until delivery is completed. You may, however, inform us in advance of your intent to withdraw.
For faster processing, please send us a shipping confirmation after dispatching your return.
Customs Fees
Return shipments may be subject to customs inspection and import duties depending on your location.
Any such customs duties, taxes, or handling fees are the sole responsibility of the customer.
These costs will not be covered or refunded by Elliot & Grace.
Damaged or Faulty Items
If you received a damaged or faulty item, please contact our customer service team as soon as possible.
Include clear photos of the product and describe the issue in detail.
If we determine that the issue originated from our end, we will send you a replacement item at no cost.
Consequences of Withdrawal
If you withdraw from this contract, Elliot & Grace will refund all payments received from you,
excluding:
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Delivery costs, and
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Any additional charges incurred from selecting a delivery option other than our standard shipping method.
Refunds will be processed within 14 days after we are informed of your withdrawal and have received the returned goods.
Refunds are issued using the same payment method used in the original order, unless otherwise agreed.
No extra fees will be charged for processing your refund.
Return Address
All returns must be sent to our central warehouse in Asia, at the customer’s expense.
The exact address will be provided via email after your return request is approved.