Return & Refund Policy

This policy governs all requests for merchandise returns, exchanges and reimbursements placed through Elyvanle official online store. Our support channel for all return-related enquiries is support@elyvanle.com.

Eligibility Standards for Submitting Returns

All returnable apparel must remain unworn, unwashed, free of stains, odours or damage, with all original swing tags, packaging and attached labels intact. Any returned item that shows signs of use will be rejected and shipped back to the customer at the customer’s cost. Return requests must be submitted within 30 calendar days after the delivery confirmation date.

Scenarios for Return Submission

  1. Incorrect item delivered by Elyvanle If you receive merchandise that does not match your ordered style, size, colour or SKU, notify our support team promptly. We will cover the outbound and return shipping fees. You may select either a full refund or a correct-item exchange after we receive and inspect the wrong goods.
  2. Voluntary return due to change of mind If you no longer want the item and meet our return eligibility rules, you can apply for return. Return shipping charges will be borne by you. Refunds will be processed once our warehouse completes quality verification.

Reimbursement Arrangements

  1. Lost parcel during transit Once a formal lost investigation with the carrier concludes the parcel is confirmed lost, we will initiate a full refund to your original payment account, or arrange a re-shipment at your preference. We reserve the right to wait for the carrier’s official compensation outcome before releasing funds.
  2. Damaged goods upon arrival You must send clear photos of outer packaging and defective products to our support email within 48 hours of receiving the package. After review, we offer three options: partial refund, full refund, or exchange for a replacement unit. Damaged items must be retained for our inspection if requested.

Exchange Request Rules

When you apply to exchange a purchased product for another size, colour or alternative style, submit your exchange application via our support inbox within the 30-day window. The original product must satisfy our return eligibility criteria. If the new item you select carries a different price, price difference will be charged or refunded accordingly. Exchange shipping cost rules follow the same standard as return scenarios above.

Non-Returnable Merchandise

The following categories are final sale and cannot be returned, exchanged or reimbursed unless they arrive defective or wrong: intimate apparel, swimwear, custom-printed garments, clearance limited-edition items and accessories marked final sale on product pages, for hygiene and inventory control reasons.

Step-by-Step Return Workflow

  1. Send an email to support@elyvanle.com with your order number, reason for return and attached relevant photos.
  2. Wait for our team to approve your request and issue a designated return address and return reference number.
  3. Pack the goods securely, attach the reference number on the outer parcel and ship it back.
  4. Our warehouse inspects returned goods within 5 business days after receipt.
  5. We issue your refund or arrange exchange shipment after inspection approval.