Refund policy
This Refund Policy applies to all purchases made on the elyessen website located at https://elyessen.com/. It clearly defines our rules for returns, exchanges, and refunds for all physical apparel products, including standard dresses and custom-made dresses. This policy is legally binding on all customers who place orders on our website. By purchasing products from our store, you fully agree to the terms stated in this Refund Policy.
- General Return Eligibility
We offer a 7-day return and exchange service for eligible standard products. The return period starts on the date customers receive the package. All return requests must be initiated within 7 calendar days. Any requests submitted after the 7-day window will not be accepted.
To qualify for a return or refund, standard products must meet all of the following conditions:
- Products are unused, unworn, unwashed, and undamaged
- All original tags, labels, packaging, and accessories are intact
- Products are resalable and have no artificial damage, stains, or alterations
- No missing parts or original packaging materials
- Custom-Made Items (Non-Refundable & Non-Returnable)
All custom-made products are final sale and strictly non-returnable, non-refundable, and non-exchangeable.
Custom items include but are not limited to size customization, color modification, pattern adjustment, personalized design changes, and any other tailor-made requests submitted by customers at checkout. Custom dresses are produced exclusively according to each customer’s individual requirements and cannot be resold to other customers. Once production has started, no cancellation, return, or refund request will be approved under any circumstances.
Please double-check all custom specifications, size data, and design requirements before confirming and paying for your custom order.
- Non-Returnable Situations
We do not accept returns or issue refunds under the following circumstances:
- Return requests beyond the 7-day valid return period
- Used, worn, washed, damaged, or altered products by customers
- Lost or torn original tags, packaging, and accessories
- Custom-made personalized products of any type
- Products damaged due to improper customer storage or use
- Shipping Fee Responsibility
Customer-caused returns: If customers request returns due to personal reasons such as inappropriate size, style dislike, or accidental wrong order, all return shipping fees and related handling fees shall be borne by the customer. We will not cover any shipping costs for voluntary returns.
Store-caused returns: If products have quality problems, manufacturing defects, wrong items shipped, or significant size errors caused by our side, we will bear the return shipping cost and process a full refund for customers.
All international customs duties, import taxes, and local handling fees are borne solely by the customer and are non-refundable.
- Refund Processing Procedure
- Customers must contact our customer service to submit a return application within the valid period and provide relevant product photos and order information.
- We will review your return request and confirm return eligibility within a reasonable time.
- For approved returns, customers need to send back the products following the designated return address.
- After we receive, inspect, and confirm the returned products meet return standards, we will initiate the refund.
- All refunds will be returned via the original payment method. The arrival time of the refund depends on the processing speed of the payment platform, generally within 3–10 working days.
- Shipping Restriction Note
Our store only ships toselected countries and regions. We are not responsible for failed delivery, package return, or additional fees caused by unsupported shipping areas, customer incorrect address information, or local customs policies.
- Policy Updates
elyessen reserves the right to update this Refund Policy at any time. The updated policy will be posted on our official website with the latest effective date. Continued use of our website and subsequent orders after policy updates constitute your acceptance of the new terms.
- Contact Us
If you have any questions about our return and refund policy, please contact us:
Store Name: elyessen
Website: https://elyessen.com/
Contact Person: yingli
Email: 769841542@qq.com
