Customer Support Email: care@elvonaeoly.com
1. Return Eligibility
We accept returns for the following situations:
- Buyer's remorse – you simply changed your mind about a non-defective item
- Defective or damaged items – the product has a quality issue or was damaged during shipping
Return shipping costs are handled as follows:
- If the product has a quality issue, we cover the return shipping cost.
- If the product has no quality issue and the customer simply wishes to return it, the customer is responsible for the return shipping cost.
No restocking fees or handling fees will be charged for any return.
2. Return Window
We offer 30 calendar days from the date of delivery for free exchanges, and returns are accepted within this period to help ensure your satisfaction.
Seasonal Extension: During the holiday season (e.g., Christmas), the return window may be extended. Please check our website announcements or contact customer support for the specific extended dates during that period.
3. Item Condition Requirements
To be eligible for a return, items must meet the following conditions:
- Unused
- All original tags attached
- Original packaging intact
- No visible signs of wear or use
4. Non-Returnable Items
The following items are not eligible for return:
- Curtains that have been cut, altered, or hemmed to custom measurements
- Curtains that show signs of installation, washing, or use
- Items missing original tags or packaging
- Items returned outside the 30-day return window (except during announced seasonal extensions)
5. How to Initiate a Return
Please follow these steps to start your return:
- Contact us at care@elvonaeoly.com with your order number and reason for return within 30 calendar days of delivery.
- Wait for confirmation – our customer support team will review your request and respond with return instructions within 1-2 business days.
- Ship the item back to the return address provided by our customer support team.
- Provide tracking information to care@elvonaeoly.com once the item has been shipped, so we can monitor its return.
Prepaid Return Label: For returns due to product quality issues, we will provide a prepaid return shipping label at no cost to you. For non-defective returns (buyer's remorse), the customer is responsible for arranging and paying for return shipping.
6. Return Address
Please do not ship any returns before receiving confirmation from our customer support team. The specific return address will be provided via email at care@elvonaeoly.com after your return request is approved.
7. Return Processing Time
Once we receive your returned item, our team will inspect it within 3-5 calendar days to confirm it meets the return eligibility requirements.
8. Refund Processing Time
Once your return is approved, your refund will be processed within 3-5 business days and issued to your original payment method.
Please note that depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
9. Contact Us
If you have any questions about our return and refund policy, please reach out to us through either of the following:
Email: care@elvonaeoly.com
Customer Support Page: please submit a request via the "Contact Us" page on our website