PLEASE NOTE THAT WE DO NOT OFFER FREE RETURNS — FEES APPLY.

Returns

Can I return my order? Yes, this is possible.

If you are not satisfied with the products you ordered, you may return them within 30 days of receiving your package.

In this case, the order must meet the following conditions:

The order still contains all relevant parts and components, and the packaging remains in the condition in which the product was delivered.
The product shows only normal handling — damage caused by improper use is excluded.
Products for which hygiene is important must be thoroughly cleaned before starting the return process.
The product was found to be defective immediately upon receipt.
We reserve the right to charge the customer for shipping costs.
The return will be processed within 7 business days, and if the conditions are met, it will be officially confirmed within this period.

We reserve the right to refuse returned products if we suspect that they have been used or damaged through no fault of ours.

How can I return my order?

If your order meets the conditions above, please follow these steps to begin the return process:

Send an email to: support@elsaanddore.com
Include the following information in your message:
- Order number
- Reason for the return
- A photo of the product if it is damaged
- Full name
- Customer address

We will then contact you and provide the return address. Never send a return to the sender’s address — we will provide you with the correct return address after your return request has been submitted.

The customer is responsible for the cost of return shipping.

ORDER CANCELLATION

The consumer has the right to withdraw from the contract under the following conditions, provided that they are a natural person making a purchase for purposes that are not primarily related to their commercial or professional activity.

A. RIGHT OF WITHDRAWAL

Right to withdraw from the contract

The withdrawal period is 24 hours from the day on which you, or a third party designated by you other than the carrier, received the last goods.

Because we work with a fully automated system, orders are processed immediately after they are placed.

Therefore, we cannot stop the shipping process until the package has been delivered, which means that a refund is not possible after the goods have been received.

To exercise your right of withdrawal, you must inform us — elsaanddore.com — of your decision to withdraw from the contract by means of a clear statement (e.g. by email). The withdrawal becomes effective once we have received the returned goods. The cost of returning the goods is borne by the buyer.

SHIPMENTS IN TRANSIT

Our products are shipped from Asia, which means delivery times may be longer and are outside of our control.

If the products are already on their way to you, the order cannot be cancelled.

Please wait until the package arrives and then return it to us.

You may, of course, inform us in advance that you wish to cancel your order.

To speed up the return process, please send us proof of shipment for the returned package.

EFFECTS OF WITHDRAWAL

If you withdraw from the contract, we will refund all payments received from you, excluding delivery costs (and any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery option offered by us).

The refund will be issued without undue delay and no later than 14 days from the date on which we receive both your notice of withdrawal and the returned goods.

The refund will be made using the same payment method used for the original transaction, unless we expressly agree otherwise.

You will not incur any fees in connection with the refund.

Returns & Refunds