Politique de remboursement

At ELIOLINEN, we want you to love your purchase. However, we understand that sometimes a dress may not be the perfect fit. This Return and Refund Policy explains how you can return an item and what to expect during the refund process.
If you have any questions, please contact us at helpu@eliolinen.vip before initiating a return.
1. Our Return Guarantee
You have 14 calendar days from the date you receive your order to request a return. After this period, unfortunately, we cannot offer you a refund or exchange.
To be eligible for a return, your item must be:
Unused and unworn (no signs of wear, perfume, deodorant, or makeup)
In its original condition with all tags still attached
In the original packaging (if applicable)
We reserve the right to refuse a return if the item shows signs of use, damage, or missing tags.
2. Non-Returnable Items
The following items cannot be returned:
Items marked as "Final Sale" or "Non-Returnable" on the product page
Items that have been washed, altered, or damaged by the customer
Intimate apparel or items with sealed hygiene strips if the seal is broken (if applicable to any future products)
If you are unsure whether your item is eligible for return, please contact us before placing your order.
3. How to Initiate a Return
To return an item, please follow these steps:
Step 1: Contact our customer service team at helpu@eliolinen.vip within 14 days of receiving your order. Please include:
Your order number
The name of the item you wish to return
The reason for the return
Step 2: We will respond within 2 business days with a return authorization and the return shipping address.
Step 3: Pack the item securely in its original packaging (if possible). Make sure all tags are attached.
Step 4: Ship the item to the address we provide. We recommend using a trackable shipping service. We are not responsible for items lost or damaged during return transit.
Step 5: Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
4. Return Shipping Costs
For change of mind or incorrect size selection:
You are responsible for paying the return shipping costs. These costs are non-refundable.
For defective or incorrect items:
If you received a defective, damaged, or incorrect item, please contact us immediately. We will cover the return shipping costs and provide you with a prepaid return label (where available). We may request photos of the defect or damage before approving the return.
5. Refund Process
Once we receive your returned item and complete our inspection (usually within 3–5 business days), we will notify you of the approval or rejection of your refund.
If approved:
Your refund will be processed to your original payment method (including PayPal). Please allow additional time for your bank, credit card issuer, or PayPal to post the refund to your account. This typically takes 3–10 business days, depending on the provider.
Partial refunds:
We may issue a partial refund in the following situations:
The item is not in its original condition, is damaged, or has missing parts (not due to our error)
The item is returned after the 14-day window
Original shipping costs:
Original shipping charges are non-refundable unless the return is due to our error (e.g., defective or wrong item sent).
6. Exchanges
We do not offer direct exchanges at this time. If you need a different size or color, please return the original item following the process above and place a new order on our website. This is the fastest way to get the item you want.
7. European Union Cooling-Off Period
If your order is being shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification, under the EU Consumer Rights Directive. The above policy already meets or exceeds this requirement.
Please note: You are still responsible for return shipping costs unless the item is defective or incorrect.
8. Late or Missing Refunds
If you have not received your refund after the timeframes mentioned above, please first check your bank or PayPal account again. Then contact your credit card company or bank, as there is often some processing time before a refund is posted.
If you have done all of this and still have not received your refund, please contact us at helpu@eliolinen.vip with your order number and return tracking number.